Lotteria — Restaurant in Hà Nội

I had a rather disappointing experience at the store today not so much due to my own visit specifically, but more because of how the store handles customer service overall. I arrived just before the lunch rush, so it wasn’t too crowded yet. I placed my order, but it was clear that the staff were prioritizing online orders over those dining in. It ended up taking around 15 minutes for my food to arrive: not ideal, but manageable.

Once lunch hour hit, the store clearly struggled to cope with the increased number of customers. Several dine-in guests were visibly frustrated and complained to the staff about the long wait times. However, the most unpleasant part of my visit was the restroom. It's located at the very back of the store and was incredibly hard to find. When I finally got there, it was practically unusable and smelled absolutely awful, like it had been out of order for months with no attempt to fix it. The stench was so bad I nearly felt sick.

This left me genuinely concerned about the overall hygiene and food quality, as well as the standard of service...

"Lack of professionalism" from the manager to the staff is my impression when using the service for the first time back here at Lotteria B1 Timescity. The waitress brought wrong food among tables. I came to the counter to ask them to check my order but I had to repeated my request 3 or 4 times before the counter staff talked to each other without replying directly to me. I got feedback after waiting there for 5 minutes. Then the manager showed up to apologise carelessly and interrupted me continually. They reluctantly "give" ( as the manager said) one milo which was as pale as a milo thawed. I came here hoping for a better service than before but it seems that the quality still doesn't match the logo "made with 100% passion" printed on their uniform despite the investment in a new look...

They are SO LAZY AT THIS LOCATION!!!! They turn off there grills 2 hours before they close . I have stopped in 7 times in the past month between 1 and 2 hours before they close . At first they admitted they stopped cooking for the night, so the next day I came in earlier, and again they stopped cooking so they lied and said they ran out of food. I could see the deep fryer said off and the stoves where covered. This means they are selling OLD FOOD! they cooked the chicken hours ago and just eat it up and sell it, a practice illegal in any western country. This is how you make people sick. I wonder if the owners know there employee stop serving most of the menu at 8:00 pm. How can they even claim to be open to 10pm if you can’t order anything but...