I very rarely write bad reviews as I expect people to make there own mind up about restaurants.. this one is for the management!! My g-friend and myself were stunned to see such a beautiful little oasis in this city. Really well set out and let me say that the girls you have working for you are fantastic, they really looked after us until what could have been an easy situation dealt with by a manager or supervisor.
My g-friend ordered the pork ribs(really nice) and I ordered a steak, after tripadvisor reviews were so appealing towards it. When i tried the steak it was one of the worst ive ever had, I couldn't chew, it was so tough! (by the way I know im in Cambodia so didn't expect the best) Now I know these steaks are bought in from New Zealand so I never blame the chef. Wanted to order another one but app the steaks are the same so I ordered the pork ribs. When the dish came out I had half portion of my g-friends dish and nothing else on my plate (no mash potato, no salad, both which I sent back). I asked if I could have the rest of my meal im paying for and the waitress said the kitchen was now closed... it was 9.30pm!! They gave me what looked like there left over pork ribs for free but I was then charged for my steak, mash and salad for which i had two mouthfuls!
What looked like the manager walking around didn't come over, which was a shame as all I wanted was a meal to fill me up, unfortunately not 3 ribs of tasty pork which ended up costing me the price of my terrible steak. Was so looking forward to going here but was quite sad when we left.
We still left a tip for the waitress as she was lovely but the new Dutch chef maybe needs to check his ingredients every now and then to check there quality.. (Chef to chef)!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 26, 2013
Dear Chris and Girlfriend,
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We are truly sorry for the steak. As owners we are always in the restaurant and always check with all of our guests if they are ok before we leave the restaurant. As we have two kids of 1 and 3 years old, we usually leave the restaurant at 9PM after having checked all guests if their meals are ok then instruct the staff and say farewell to our guests and ask if they need anything else. You may have walked in just after our leaving.
Our staff is professionally trained by NGO's focusing on hospitality and our consultant who works with them on improving skills monthly. This may not be dedicated to unprofessionalism but simply to one of Asia's more common happenings: not knowing what to do when there is an issue with guests. Our staff is cleary instructed to always please the guests and do what it takes to get their guests satisfied and in this case our cashier believed that changing the steak for ribs was suitable and not charging one of them. Unfortunately she charged the Steak instead of the Ribs but both are the same price so this must have been a matter of wording only unless you ordered the braised ribs which do not come with mashed potatoes and salad but with rice and vegetables (there may have been confusion here as well regarding your request for the additional side dishes).
Our kitchen closes at 10PM but i cannot really comment on the remark that at 9:30PM they told you it was closed as we were not present at 9:30PM. Neverheless, the steak issue has been checked with the supplier and chef and there are on very few occasions bad cuts we found out. Only two people have complained about it (and both wrote on Trip Advisor) as the other 100+ people believed that for USD 7,50 for an Imported steak with mashed potatoes and a green salad is a great deal and do not expect a prime cut for that price, as you are indicating which we appreciate. Looking at the feedback over the past year, it was an incident regarding the steak but put us back on guard for meat quality.
Our cooks are now told to return the steak to the supplier if they run into a bad cut instead of trying to make it work. The supplier also acknowledged and agreed on this. The rib portion seems to be correct at 3 pieces each plate as they are generous portions at 400 gram per plate.
We hope our reply satisfies you in a way and we thank you for your comments although the "poor" rating in the end may be a bit too low as it seems that there were also some very positive aspects to your visit and that the issues in the end came down to communication mainly, which is an issue we will all keep trunning into as long as we travel the globe.
We hope next time to serve you better. From the Tangram Team.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.