I'm disappointed that I need to write this review, but the experience we had was poor and the customer service was short of appalling.
My husband has allergic reactions to MSG and can expect to have some reaction in some Chinese/Thai/Vietnamese restaurants as they do usually use some MSG, but the amount has to be substantial to cause a significant reaction like a weak body and short term memory loss.
Thai Thai East's menu clearly states that they do not use MSG. My husband had the tom yum prawn soup to start, and after 5 minutes started mentioning having an allergic reaction. We were not sure if this was the case, due to the menu stating otherwise, but his symptoms became worse, and classic of having an MSG reaction. We spoke to the waitress who said they didn't use MSG, she got a another of staff who said the same thing, and then got the manager. He explained that none of the ingredients had MSG and absurdly stated that we should have to them about the allergy. We pointed out that we didn't need to, as it states it clearly on the menu. We suggested he check to see if the paste which was used to make the soup had MSG. He came back and told us it did, but stated again that we should have told them about the allergy, and also that even though the paste had MSG, their restaurant did not use MSG. When we tried to explain that even if we had told them, they would have said no anyway, as they were unaware until the chef was asked, and also that they are falsely advertising that they do not use MSG, the manager still insisted we should have told them, and left it at that.
10 minutes later, at which point my husband's muscles were weak and had nearly fallen asleep because of the allergy, the manager came round to check how he was and when we told him how he was, again he tried to say we should have told him. I stated that it was actually quite offensive that he blamed my husband for not telling him, given the fact that he was unaware of the quality of the ingredients his restaurant used, and only then did he apologise. He looked as if he had finished talking, so we firmly suggested that my husbands meal should be refunded, given what had happened, to which he agreed. If we hadn't suggested it, there is no doubt that he wouldn't have offered it.
If this had been a peanut allergy with an even more severe reaction, I doubt that the restaurant would have taken such careless and unprofessional response. Clearly the customer service skills are lacking direly as no apology was given until pushed, and they even tried to blame us for it!
It wouldn't have been so bad if they didn't state so clearly that there is no MSG, and then tried
to blame us.
The food quality is not really to an authentic standard and you can find much better Thai food elsewhere. And it also overpriced, even with the taste card. A small bowl of standard white rice costs £3.50 which is extortionate considering most restaurants wouldn't charge more than £2 for a bowl of rice significantly larger.
It was my dads birthday, so clearly, we won't be returning.
Posted 1 year, 2 days ago...
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