Hafez House of Kebab — Restaurant in Watertown

I wish I could give this family-business more stars, but I will stick to a 3-star review for now, with the hope to see them improve. I have dined at this restaurant five times and I have always been happy with the quality of their food and, most importantly, the consistency. However, the lingering flaw is their service.

It's very clear that the staff have close to zero experience in running a restaurant and providing excellent customer service. Despite trying to be friendly, they don't put the needed effort to put their customers first and to make sure that their customers are happy. I can see that this might be because of the lack of training in running a restaurant, but I believe that the current team has all the competence and capabilities to fix this.

Examples of unpleasant situations that we've had and was handled unprofessionally: We placed an order of "zereshk polo & Chicken" (Chicken, rice, and sour berries). Instead of cooked chicken that is traditionally served with this dish, they brought us chicken kabobs (grilled chicken). When we friendly asked about the matter, we were told that because we didn't specify, they just decided to bring the grilled chicken. Note that we were not told or asked about the options. Well, miscommunications happen everywhere, but a professional restaurant owner would offer some ways to make their customers happy (apologies, substitution, trying to find a solution, etc); none was offered to us and the waitress left us without any further discussion.

There were other situations where we wanted to add to our order or we had a question about our foods, but the waitress did not look happy about interacting any further, taking suggestions, or being patient with their customers and trying to provide the best service without expressing an "it's not my problem" attitude. This is, of course, very atypical of a restaurant that wants to compete with other restaurants and survive in a neighborhood that hosts several other Persian restaurants.

Another aesthetic flaw is the ambiance and the furniture. The tables and chairs are aged and tacky and need a major overhaul. In addition, the decor items are irrelevant and there is an unpleasant clutter around the window.

I suggest the owner to, at least for a limited period of time, hire a professional waiter/waitress or a restaurant consultant to make fundamental corrections to the way they interact with customers and make their front as excellent as...

I visited this restaurant recently in Boston with high hopes, having traveled a long distance specifically to enjoy authentic Persian cuisine. Unfortunately, our experience was deeply disappointing and did not reflect the positive reviews or the photos posted online.To begin with, the online photos appear to be outdated — possibly taken during the restaurant's grand opening — and do not represent the current condition of the space. The restaurant is very small and not well-maintained. Cleanliness was a concern from the start, with dishes drying on the countertop, flies in the dining area, and a dusty glass shelf being used to store food items in plastic bags — all of which were quite unappealing. Upon arrival, we were not greeted warmly. The staff, all male, appeared unwelcoming and unfriendly. One staff member brought us the menu without a single word, no smile, and simply dropped it on the table without any explanation or suggestions. This behavior set a very uncomfortable tone for our visit.We ordered two Chicken Barg plates with rice, one hummus, and two Coca-Colas. The Chicken Barg was dry and lacked flavor, priced at $21.99 per plate. The hummus was coarse, not the smooth consistency one would expect, and also bland — priced at $7.99. The flatbread served with it did not seem fresh and resembled store-bought bread. The soft drinks were oddly served in coffee cups. Throughout the meal, no one came by to check on us, and the service remained cold and inattentive. The manager was loudly talking on the phone right behind our table, which further diminished any sense of professionalism or hospitality. We also felt quite uncomfortable as several staff members stared at us in a way that made us feel unwelcome and out of place. Our total bill was $67.80 — quite expensive given the quality of the food, service, and overall experience. When I asked for a copy of the bill, the manager misunderstood and snapped back, saying they don’t serve coffee — an odd and unnecessary interaction that further highlighted the poor communication and customer service. Overall, this was a deeply disappointing visit. I would not return and cannot recommend this restaurant. I urge the owners to post recent, accurate photos and address the serious concerns with cleanliness, staff attitude, and food quality. Customers deserve honesty, hospitality, and value for their money — none of which were present...

First, the food was delicious. I went with a few friends and we all tried each other's dishes, and, across the board, they we excellent. Each piece of meat was flavorful and nuanced. It's clear a lot of care went into each kebab. The rice was perfectly cooked. There are only a few things keeping me from giving five stars. First, the price is a bit high. Considering each dish is just meat, rice, and half a tomato, perhaps the prices could come down a little bit. Each dish had a lot of rice, which was a bit much, even though it was perfectly cooked. Perhaps something else on the plate could offset the rice and justify the higher price. Again, wonderful food. I will be returning, although I would love it if these concerns...