I've come here a dozen times for beef pad sie ewe, which very simply is the best I've ever had--except for this last time. It comes to the table and I notice that the noodles are gobbed up into lumps and balls. It was as if the noodles were stuck together and then pressed to form chunks almost an inch thick. The texture was hideous. I picked out the noodle balls which then left me with less than half a plate of Pad Sie Ewe. I called our server over and showed her the dish but it was clear her English was limited. She knew, however, I wasn't happy. As if embarrassed, she left hurriedly and never came back. It was clear very shortly that the kitchen staff knew I wasn't happy because they came out to scowl at me. I finally grabbed the man I took to be the owner/manager, showed him the dish and asked him if thought noodles served this way was acceptable.
What then followed was a textbook example of how NOT to respond to a customer complaint.
Instead of acknowledging that a mistake had been made and offering to make up for it somehow, the owner/manager decided the best defense was an offense. He launched into a testy explanation that noodles gobbed together into mashy little balls was "normal." I told him that I have never seen pad sie ewe noodles cooked that way in any Thai restaurant I've been in, including his own. He continued to insist it was "fine." My wife, whose meal was perfect, then spoke up and said, "Well how come mine isn't like that if that's normal?" At that point the owner/manager set his jaw, got a hard look in his eye, turned on his heel and left without a word. It's as if they just couldn't admit their mistake.
I couldn't even send the dish back because not one person there would come to our table. It would seem that their method of dealing with a customer complaint is to treat them like a hostile enemy and freeze them out. Finally I cornered the owner/manager and said, "I just want you to know that when I go home I'll be writing a review of your restaurant." Apparently it hadn't occurred to him until then that customers had that option. Within a minute he was back at our table and made a grand show of letting us know that he had taken my meal off the bill. And yet not one word of apology.
I've been eating in Thai restaurants for 22 years and by now I've seen more than a few slide into oblivion exactly because of poor customer service. I don't care how good this restaurant can be. I will never return to the Silver Spoon.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.