Kachai Thai Kitchen — Restaurant in Poulsbo

Update/Important: Thank God my child didn't eat her food that night! I later discovered her dish had EGG in it, despite citing multiple times that she is anaphylactic! You saw her epipen cases. You could have injured or killed her! Shame on you! Gross negligence.

Original - Please update your menu prices so they are consistent & improve your customer service.

We have enjoyed dining at Kachai many times. The decor, cleanliness & staff have always been amazing, especially with food allergies. Many great GF & V options! We usually spend over $100 for 3 people. Sunday we spent $140.

The hostess was a bit curt. There were 2 available tables in the center. We asked for a booth or to be seated in overflow. We willingly waited 20 mins for them to open overflow seating.

Our server was great! Kind, attentive & helpful. Seriously, we appreciate him! We also appreciate that though our daughter's dish took much longer, the server volunteered that they remade her dish of their own accord due to concerns over allergens. A+ for that catch and implementation! Thank you sincerely.

I questioned the $5 price of the Thai tea on our bill (listed as $4 on the main dinner menu). A small price discrepancy, but it's not the printed/understood price. The server advised me that the menus are out of date & the price listed on the DRINK MENU is $5. I suggested that the menus need updated & requested an adjustment. Our server kindly left to inquire with management.

Another server attempted to take over the payment. I advised her that our server was taking care of it. She insistently tried 2 more times. We advised her that he's making a correction. She returned & firmly told us management said there would be no adjustment & reaffirmed $5.

I assertively advised that I will pay the advertised $4 & requested the manager. The server returned with an adjusted bill. She would not make eye contact with me & was very short with her interaction, seemingly resentful; no pleasantries. Despite that, I offered a sincere thank you to the host area staff as we left.

I am disappointed that this is how you handled this situation & hope you take this constructively. Having worked in customer service for 20+ years (and making plenty of my own mistakes), I'd like to suggest how I think this should have transpired:

This was an unnecessary & unfortunate interaction. It is your duty to review your printed material to ensure that it is up to date and accurate (quality assurance). We understand that rising costs affect pricing, which is evident in the stickers you've placed over many old prices. I suggest that you ensure that ALL of your menus are thoroughly reviewed when a price or ingredient change is made.

When I informed staff that the menu I had, showed a different price (verify if needed) but the response should have been, "I'm so sorry, I'll adjust that for you & inform management that we need to update that". Simple. Brief. Customer service. It's ONE DOLLAR.

The female server should have been respectful when we declined her insertion into the process. I understand busy servers & helping each other, but we should not have needed to turn her down multiple times while awaiting our primary server.

Manager: You should have come to our table. You should have apologized for the error & offered assurances of adjusting the ONE DOLLAR & updating your menu. It is NOT your customers fault that your menus are not updated. You are not entitled to charge more than the printed price of the menu that your server handed to your customer.

Overall, this just left us disappointed. We have no issue paying for good food, good service and an enjoyable experience. We aren't concerned about your pricing itself, but rather how that situation was handled over your error. Your response over a one dollar discrepancy has left us questioning if we want to return again. I am saddened to see other reviews as of late, citing poor customer service experiences.

I hope that you take this in with an open mind and receptiveness to improve your...

I’ve only really written about 10 reviews in my life and i just had to write one about this place. This place was an amazing experience. Went all the way from seattle just to give this place a try.

Food (5/5): The food options here could satisfy a whole bunch of different pallet, we had the pork satay, the calamari, crispy wontons kiew crob, chicken lettuce wrap, garlic chicken, heavenly beef, pad kee mao and mango sticky rice to finish the night off. All of the dishes we ordered definitely exceeded my expectations everything had the perfect amount of seasoning and flavor dances in your mouth. Can’t have any complaints about the food here at this restaurant.

Staff/Service (5/5): Staff and service was also amazing which didn’t really surprised me as soon as we walked in we were greeted and sat down right away. Our server which was i think the owners son, Andrew. Took great care of us, he was really attentive to our whole table made sure we had everything we wanted from another cup from dropping some food inside of it, to making sure we had a new bottle of water for us when we were close to running out, getting us napkins, etc. Andrew if you’re reading this good job! we appreciate you and definitely made the experience more enjoyable!

Presentation/Ambiance(5/5): No complaints over here, from when you first park there’s a whole bunch of parking spaces right outside the restaurant so there shouldn’t be a problem parking (which is also free btw) As soon as you walk in through the doors you could tell it’s visually appealing creating a welcoming and beautiful atmosphere. Not only does the food taste’s phenomenal the presentation of the dishes were also up to par. (you could probably tell from the photos of the other reviews out there)

Overall, it’s safe to say i’ll definitely come back here again. Only thing is i would have to catch the ferry there and back but i’ll do it again no hesitation. The combination of the friendly staff, the atmosphere, and obviously the food i’ll recommend this thai restaurant to anybody. Everything about this restaurant reached my expectations and more. I’ll definitely be coming back to try...

While we’ve not lived here long, we’ve definitely fallen in love with the food here! I come regularly with coworkers, friends, for working lunches with community members, it’s DELISH. I was so sad to discover this past weekend that it’s not somewhere I should bring my teenage nieces, nephews, or kids I mentor in the community. I held the door open for my nieces and their best friend (21, 21 and 16) so they entered just ahead of me. I was horrified as I came in behind them to hear the manager, Stacy, loudly warning them that they do NOT tolerate split checks. I have split checks here many times with coworkers and friends in all-adult company, so I gently pushed back. I don’t think she had realized I was part of the group until then and she sputtered out that it was because of training. Our waitress, however, was one I’d had many times in the last year, and she did not appear to be undergoing any training in the time she was serving our table. We had intended to be on one check anyway, however, so I didn’t think much of it, we had a lovely meal and were just finishing up with Stacy came by our table again, dropping off two boxes (there were many other tables open and we had not yet finished eating or received our check). We each needed a box, however, so after we finished eating we flagged her over and clarified that we would each need a box. She let out an exasperated sigh and stated again that they don’t split checks and so isn’t the food all going to the same place? Just a super super weird interaction for a party of four. Even when I’ve paid with a company card in the past, each person at the table has taken their own leftovers. I was a waitress in college, I understand that groups of young teens are often still learning tipping etiquette or can tend to linger even when the restaurant is full, etc, but that was simply not the case here. I was shocked at how rude the staff was to the young people I’d brought with me. I will definitely not be coming here again when I have teens or young adults in my group, it was very clear they...