Google Maps Reviews Scraper Lite

Name

Category

Rating

Rating_count

Address

Reviewer

Reviewer_page

Review_time

Review

Likes

Store_reply

Far East Chinese

Chinese restaurant

1 star

416

13 Gerrard St, London W1D 5PS, United Kingdom

Miao

https://www.google.com/maps/contrib/106702961300796796958/reviews?hl=en

6 days ago

Respond to the owner: yelling at your customers publicly online is not helping your image. Just look at your reviews, I am not the only one complaining about the payment methods and you called all of them liars.

Payment is wechat or cash only despite the owner claims otherwise. When asked to pay with a card, the waiter simply said no without looking (nothing to do with chip, I have 5 cards). It's actually not too bad if it is cash only, many places are like that, but the owner lies about it (even post lies in responses) makes me question the integrity of the place, after all they are serving the food you eat.

1

This is not yelling. This is pointing out something which is not accurate, when I know the majority of our customers pay by card. The exclamation marks are to highlight the inconsistency of what you are saying. Being at the restaurant actively makes me see the amount of card transactions going through.

This is not true. We take cards as well. The staff just remind you that we also take cash and WeChat. That does not mean we don’t take cards. We take chip and pin or contactless cards. The only cards we do not take are cards which are signature required. The majority of our sales are card sales which is why what you are saying is not correct. 90% of our sales are card sales so what are you talking about. You have some sort of ulterior motive here because you originally gave us a 1 star because you said we don’t take cards but now you are saying it’s not too bad if it was cash only?!!

Far East Chinese

Chinese restaurant

2 stars

416

13 Gerrard St, London W1D 5PS, United Kingdom

Ryan Thompson

https://www.google.com/maps/contrib/104544459982172038523/reviews?hl=en

a month ago

Response to owner:
I can accept if I was incorrect about the people sat next to us as this was just an observation and I may have been wrong. But the staff members response when we tried to get help definitely was not good and my friend was very annoyed by her response (in Chinese) and it definitely dampened the mood. And it really didn’t feel like the staff member was stood there for ‘a few minutes’. She came over, spoke to my friend in Chinese and said something that left her annoyed, and then when I asked a question about the menu she said she will come back later when we are ready.

Also this doesn’t take away from the fact the whole service felt like we were being rushed and disregarded customer experience over sales. Having been to other restaurants in Chinatown the service was definitely sub-par compared to others. I have never felt the sense of being this rushed before.

Another observation is when the staff member took our food one of our plates clearly wasn’t finished. It wouldn’t hurt to at least ask if we had finished the plate that clearly had food on still?

Again I’m just speaking my mind and giving feedback on how these situations could be approached differently with a bit more politeness and care to give a better customer experience.

Original Response:
Service was awful and rushed. You definitely just get the sense that they want you to eat quickly, pay, and then leave. We asked a woman questions about the menu and she just said "I will come back when you are ready" so was useless. (Definitely not a language barrier issue as she said the same thing to my friend in Chinese...) And the table next to us received the wrong dish and was told they could have it for free if they kept it which they said yes to. But, then the chef after said he will make it again as they can't have it for free... Which clearly shows they prioritise sales over customer experience.

From the owners previous replies to reviews they clearly lack responsibility. There is an obvious reason this place has nearly 3 stars overall whilst other restaurants in Chinatown are rated much higher. Two words: Customer Experience.

1

Hi, the restaurant member said she would come back to you because after she had answered the question about the menu she was standing there for a few minutes whilst you were looking for something in your bag. We’ve confirmed this by checking CCTV. She wasn’t trying to rush you.

What you have also said about the table next to you is not accurate. The diner changed their mind about what they wanted to eat and we agreed to change the dish for them.

Thanks

Far East Chinese

Chinese restaurant

1 star

416

13 Gerrard St, London W1D 5PS, United Kingdom

Thanh Doan

https://www.google.com/maps/contrib/102369183964753919291/reviews?hl=en

5 months ago

It was horrible
The waiter asked with a not very happy attitude (I smiled happily),
Bring the food out, put it down hard and don't say anything
The food is very disheveled unlike a restaurant.
Poor quality food for the price they charge: 1 bowl of Lamp Soup £16.80, 1 bowl of Lamp Offal Soup £12.80, 1/2 Roast Duck £24.80 (no dipping sauce even though I asked for them), plus service charge £7.35
They take it also expensive and have service charge and I paid before eating, but the way they serve is horrible. I try to always smile from the time I order until when I go, just hope they smile back once.

Each of us has times when we are wrong, instead of trying to blame, accept the truth to correct. I have nothing more to say to this owner.

9

Your review is fake. I believe you are the person that has approached me online to pay you to do some good reviews for us. Just because I refused you have done a bad review for us. Tell me what time and date you say you visited

My apologies for my earlier reply. We had gone through the last three days of receipts but hadn’t come across anyone ordering those items at the same time, which is why I thought the review was suspect. You visited 10 days ago and we didn’t go back that far to check. I’m sorry about the service and we’ll deal with this issue. With regards to asking you to pay for the meal first, we ask all customers to do this after 11pm, for security purposes. The price of the meals are very competitive for Chinatown and the lamb soup particularly is a very big portion. With regards to the service please accept my apologies again and you can email me on fareast1962.ln@gmail.com and we can see what we can do to make things right for you

Far East Chinese

Chinese restaurant

1 star

416

13 Gerrard St, London W1D 5PS, United Kingdom

Iris

https://www.google.com/maps/contrib/115324861824417812083/reviews?hl=en

2 weeks ago

Dear Far East Restaurant,

I appreciate your feedback but let me clarify a few things:

"As there were people who walked in after us to eat, we decided to wait patiently out of the way." We waited inside the restaurant in the corner patiently, while there were other guests also waiting inside behind us - you can check CCTV.

"Upon entering, the male server said that the restaurant was full, shrugged his arms, rolled his eyes and walked away." I should have expanded here - even after waiting and after a previous party had left, we were never seated at all. We did not seat ourselves right away once a table was empty, but rather waited and watched for about ten minutes. This is fine and we understand the restaurant is busy, but I brought up this point not because we seated ourselves, but because we were forced to after the male server continued to deliberately ignore us even after a table opened, and yes, we know he did see it. Furthermore, the waiting guests behind us also seated themselves and they were served quickly.

There is no problem in that the staff assumed we had finished eating - however, I bring this up in correlation to the poor attitude we received. Again, the male server saw us standing then seated  multiple times, and he had served the party seated at our table before us, so this is inexcusable. My friend politely asked to order food some fifteen minutes after.

I do not think any part of my review suggested that I was looking for special treatment just because I am Chinese or for other reason. Rather, I observed that because we are young and clearly students, it is likely that while other customers after us were actually treated fairly, we were met with the rudest service when asking simple things such as splitting the bill.

Actually, your restaurant has many, many negative reviews and not generally about the food, which is excusable because it is opinion like you said, but about similar terrible customer service and blatantly rude treatment that I can now say is verifiable. I've read your other reviews to check if my experience was just a one-off but I'm disappointed to say that it is not. What's more is that instead of addressing the critiques, you either ignore them (the male server's attitude), change them (saying I said we stood outside, "your story starts to unravel,") or discredit me as a reviewer ("Just because you did not get any special treatment...Ask any regular customers...") I don't know if as the owner you were actually on-site that evening, or if you are going off information from your staff, but I feel that I have been very respectful and honest in detailing my experience. I've had to delete my initial review in order to respond to this, but as I've demonstrated in this reply, I am fine to clarify any uncertainties you may have. I am extremely disappointed at your reply, where as a business owner, you choose to argue untruthfully against me rather than making an attempt to amend things.

6

Let me state the facts here. First of all you said you decided to wait outside patiently, then in the next sentence you say someone finished so you took their table. This is where your story starts to unravel. I am sure everyone knows when you go to a restaurant you wait to be seated, you do not just go down and sit where someone has just vacated. We even have a sign up saying to please wait to be seated. Upon checking the CCTV, this is where the problem was  caused because at a very busy time the staff thought you had finished eating already and you were having a chat.
There was no intent to treat you differently. All takeaway customers wait outside.  We do not treat anyone preferentially just
because they are Chinese.
Just because you did not get any special treatment does not warrant this review. Ask any regular customers and they will tell you they are treated properly. As for the comment about mediocre food, you are entitled to your opinion

Far East Chinese

Chinese restaurant

1 star

416

13 Gerrard St, London W1D 5PS, United Kingdom

van dang

https://www.google.com/maps/contrib/109298969584784370482/reviews?hl=en

8 months ago

It was so bad experience in here.

The customer service is horrible. We order tap of water beside other foods and drinks, but tap of water never coming. We asked the second time because the roasted duck is do salty in the meantime did order other Coke because we thought maybe if water is no charge so they are not going to give us. Unfortunately, they still didn’t bring anything for us. The third time we tried to ho to grab water ourselves then they now give us one tap of water.
That was so so bad service, while the food is so salty make us even more thirsty and my tongue fell-like burned .

Another bad service was the atmosphere, when we just started checking the menu and not sure if they are opening or closed (cause it’s midnight), but the guy was so unfriendly make we feel awkward and not welcomed. They acted like they are not needed good customer service.

Horrible service.
---------------------------------
Dear Far East Chinese restaurant,

First of all, I would like to address your response to my initial review. I want to clarify that my intention is not to engage in an argument with a restaurant that has a 3.2-star rating. This implies that I am not the first person to provide your establishment with a one-star review.

Secondly, I request that you carefully review your CCTV footage. When we initially placed our order, we requested a single glass of water alongside our food. Of course, we did not come to your restaurant solely to ask for a glass of water. Later on, we asked the staff member if we could have two glasses of water and an additional coke. However, the staff member merely repeated our request for another coke and failed to deliver any of the requested items. It was only on the third occasion, as we were about to leave the table and serve ourselves, that we asked a different staff member who finally provided us with a glass of water. To clarify, it took three attempts to obtain a glass of water. I want to emphasize that you claimed to have watched your CCTV footage and stated that we were given water after the second request. However, I clearly stated that we received water only after the third request. It is evident that the service provided was unsatisfactory.

Regarding your question about the atmosphere and the unfriendly treatment we received, let me recount the situation. When we arrived and saw the server outside, we politely asked if the restaurant was still open. The server glanced at us without saying anything and continued with their tasks. We waited for a response but received none. We then vocalized our assumption that the restaurant was closed, at which point the server finally asked us about our needs. This same server was the one we approached for two glasses of water and an additional coke, but they failed to deliver anything.

To the representative of Far East Chinese Restaurant who responded to my feedback, as well as other negative reviews, I strongly urge you to use these criticisms as an opportunity for improvement instead of investing your valuable time in arguing with every negative review.

As for your concern that my rating reflects similar sentiments expressed by others, dear representative, thank you for taking the time to review my profile. If you fail to understand why your page has an average rating of 3.2 stars, then I suppose everyone else knows why customers like myself have had negative experiences. The fact that you continuously defend yourself against each negative review indicates that you must be exhausted from responding to multiple complaints. I can see that you engage with every negative review on your page.

For your information, Far East Chinese is not the first restaurant we've been to, we know how bad service it is compare to good service.

In conclusion, I am done with my 1-star rating. It's evident that you are overwhelmed with negative reviews, and I believe it's time for you to reflect on the multitude of customer complaints instead of disputing them.

Cheers!

21

I have reviewed the CCTV. The waitress forgot to give you the water the first time but when you asked the second time she gave you the water. Very sorry about that.
What I will question though is what you said about the waiter being unfriendly. He gave you the menu when you sat down. I don’t see any evidence of you being treated rudely. I wish you didn’t paint things how they haven’t happened. Is that the same thing you have done in your other reviews?

Far East Chinese

Chinese restaurant

1 star

416

13 Gerrard St, London W1D 5PS, United Kingdom

Rado Karaly

https://www.google.com/maps/contrib/100000195414968974359/reviews?hl=en

4 months ago

I couldn't eat the soup, They put overwhelmingly pepper in it. At the time of paying, I encountered an angry lady when I tried to pay with a bank card. She calmed down when she saw the transaction completed:)

1

Hi, this lamb minted soup is an authentic dish which is supposed to be peppery. Unfortunately, we will show concern when someone has food but there are issues with their card going through. This is because of experience where a very small percentage of people suddenly have issues with their cards when it comes to paying for what they have eaten

Far East Chinese

Chinese restaurant

1 star

416

13 Gerrard St, London W1D 5PS, United Kingdom

Martin Picking

https://www.google.com/maps/contrib/115156211966979566865/reviews?hl=en

a month ago

One dish was inedible: we all tried it and had been oversalted. Instead of admitting something was wrong the manager insisted we pay up for substandard food as if it was our fault. A £3 discount when we complained was equally insulting. Left a bad taste in our mouths and won't go back there again. Nor should you

1

Hi, we accepted what your group said and because not just a little bit but TWO-THIRDS of the dish had been eaten by your group, we agreed to give you a discount of over £4 - the dish costs over £11
This was mutually agreed and you did not give any indication that you were unhappy with this. So, it’s a bit baffling that you now do this review to say you were not happy when you sounded like you were fine with this at the time.

Thanks