Food loft at In-City, Singaporean style food
To Food Loft Management,
Yesterday, I dined for the first time at your restaurant inside of In-City mall. I and my companion ordered the following:
2 bowls of rice
1 Teh Tarik
1 Milo
1 Assam Curry fish head
1 Chicken stay
First I will start with the positive feedback. I found the curry fish head was well above my expectations in terms of flavor and I very much enjoyed it, the price was also reasonable. The rice was also cooked properly (which it is often not the case in other restaurants, especially with Thai rice).
However, I have quite a few points of negative feedback which I feel are very important and should be paid close attention to. First, both of the drinks we ordered did not at all taste like true Singaporean beverages. I have lived in Singapore for more than 5 years and ate at a hawker centre or food court several times a day, every day during that time. I was very disappointed in this. While it was drinkable, it was absolutely not authentic. My “teh tarik” showed no evidence of “tarik” and just tasted like weak milk tea. The Milo was just as weak and lacking anything remarkable or enjoyable.
The curry fish head bowl was only filled about 40% of the way with gravy, instead of the normal 80% full, I actually ran out of gravy, and having only two people share, I found this was not enough. A normal fish head curry should have more than enough gravy for four people, not an insufficient amount for two. The dish was also severely lacking in vegetables. I only found 5 or 6 pieces of long bean, and about 4 pieces of brinjal, and that is all.
The biggest problem I had was with the satay. When I ordered it, I specifically told the waiter (in very clear Mandarin) that I did not want any cucumber on the plate. I then repeated this, stressing it was very important. When the waiter repeated our order, she did not say ‘chicken satay, no cucumber’, so I politely reminded her yet again, no cucumber, but she was already walking away before even asking me if our order was correct. After waiting for more than 20 minutes and having finished all of our other food, the satay finally arrived, with cucumber on the plate. I promptly told the wait staff that this was wrong. They took the plate away, and brought back another plate with no cucumber, however, all of the satay had cucumber flavor and stench on them already. The wait staff told me they would bring me a new order, but clearly this was a lie. I tried to tolerate it, until I bit into a piece of chicken that was completely raw in the middle. I stopped eating. I told the wait staff about my problem, and the female waiter simply looked at me with a blank stare and said, “So what is your point?” in Chinese. I said I want to speak to the manager. The “manager” came and said he would make us another plate of Satay. So another 20+ minutes later, another plate came, and it finally didn’t have cucumber, as I very fiercely stressed that I didn’t want cucumber and that I had made that abundantly clear with the waiter while placing the original order.
I am telling you this because I like there being a Singaporean restaurant near to me, and honestly I would love to be a regular customer. I want to feel like I can go down to Food loft anytime and know that I’m going to get what I ordered, and it’s going to be at least very close to authentic Singapore food. I sincerely hope that both your wait staff and your kitchen staff will focus on better customer relations, courtesy, quality control, and that your kitchen staff not be so stingy with ingredients. I will try to go to your restaurant again in the near future in hopes of having a better experience, but if that also fails to impress me, then I will not be returning anymore.
_____________
Dear ____,
I am sorry to hear of your unpleasant dining experience in my restaurant on 4-Sept-2011.
I make no excuses for the bad service and food quality for last Sunday. It is simply
the lack of good customer training and QC that lead to our sub-standard service.
We take all feedback seriously and will strive to improve on our shortcomings in terms of service and food quality.
As a token of our appreciation for your valuable comments, I have 2 X Rmb50 food vouchers for you which you can pick up in the restaurant’s cashier counter from today. Simply look for the manager and tell him that you are there to pick up the vouchers.
Thank you for your feedback and hope to see you again at Food Loft @ InCity.
If you encounter any problems in the future, please feel free to call me directly at
xxx. Thank you and have a good day.
Best Regards,
xxx
(I got the vouchers, tried to eat there again. The service from the staff was a lot better, but the food quality was still just so-so. It didn’t taste like real Singaporean food, it was more like Chinese people trying to make Singapore food with Chinese ingredients, which I guess is exactly what is was. They don’t seem to have any Singaporeans actually working at the restaurant. The second time I went I also ordered the fish head curry and asked for extra gravy. Apparently this meant to them ‘add water’, which resulted in a basically flavorless dish. Nice. I gave them a second chance and I’ve considered them as having failed it. I appreciate the sincerity of the owner though. Their prices aren’t that expensive so you might want to give them a chance yourself.)









