After an incredibly hectic two days at work we wrapped up last night and drove down to Vongwong at Express Towers, Nariman Point (Mumbai) for a mega family dinner. The event was Navroz - Parsi New Year and the family wanted to be together.
The gang wanted to eat oriental and we all wanted to try out this place about which we had heard so much. Me and Dad had called, booked for 21 PAX and pre-ordered. It was a set menu and Mr Bruce their manager advised us - we accepted and asked him for a 9.30pm reservation, he politely informed us that 10pm was the time that he could book us for, we told him we had little children with us and that 10 pm was pushing the envelope, he apologised and said he couldn't make it earlier but that we would be assure of a table at 10.
We actually managed to get there by 10 ... and considering the logistics of 4 cars three houses, 6 kids all 6 yrs and under .... it was a miracle. This is when things began to unravel. The table wasn't ready and we were told they were clearing up and would take 5mins ... 15mins later we were led into a small curved nook that could barely fit 8 and made to wait for a further 20 mins ... we were thirsty and asked for water, when after many requests the water was served it consisted of two glasses. For 21 people this should have been sign enough.
We were ushered to our table at 10.40pm ... we asked for the three starters (Golden fried prawns, Pepper corn chicken & Roast Pork Chilly) as the kids were starving and so were we ... at 11.03 we were served the first - One Prawn each! I know the exact time because we were jokingly betting the food wouldn't come before 11. 10 minutes later we were served the chicken. It was spicy, over-fried and dry. The Pork arrived after prompting them thrice and the soup - supposedly Manchow Chicken, arrived before it. The soup was served in an assortment of bowls, some bowl shaped some short and cylindrical and some that looked like dessert bowls ... the quantity/volume of soup in each bowl was different! The soup tasted like a spicy diluted Mumbai street food Gobi Manchurian gravy ... it took me 4 spoonfuls to find the chicken.
The Pork was nice but there wasn't enough to go around,we asked for more and a repeat of the prawns (PS the menu was supposedly unlimited) ... at 10 minutes to midnite we were served one more prawn each ... lots of batter for extremely small prawn, the Pork chilly never came back.
Suddenly three small platters of ribs were placed on the table, we said this wasn't in our order, why was it here? The waiter dropped the dishes and disappeared. we wondered what to do. He returned 5 minutes later with Mr Bruce who informed us, whilst smiling plastically, that these were complimentary. We requested they please serve the main courses ASAP but all at once. He nodded affirmatively and rolled off.
More of the over-fried chicken arrived.
At 12.15 the Lotus leaf rice, Basa in lemon-chillie-mint-coriander and the Thai Green chicken curry arrived ... wonder of wonder there were three waiters to serve us too! The food was nice. The curry was really good. It was then that we realised that the star of the main courses - the Sweet and Sour Crispy Lamb was AWOL!! It arrived 15 minutes later when we were almost finished. Though I must say it was superb.
We asked them to serve us the dessert (Tom Tim Krob) ... and things went further down the potty. We had asked them to serve the kids plain Vanilla IC and serve the rest of the 15 persons the TTK. the brought 6 vanilla IC and 9 TTK to the table. The TTK was served in condiment bowls of 100ml size and that too filled only half. It was delicious and over in 4 teaspoonfuls ... oops there were no teaspoons ... this took 5 more minutes. The ice cream that went with the TTK arrived next with no service spoon. Then after a further 10 mins or so the rest of the desserts arrived in soup bowls!! We asked to see Bruce immediately. He came over and appeared most mystified at our complaints we informed him that the ice cream with the dessert came after the dessert and that this was ridiculous. five minutes later a large bowl of TTK arrived with a small soup spoon in it and was unceremoniously thumped on the table. This was followed by a similar bowl filled with scoops of Vanilla and no spoon!!
At wits end and with 6 very cranky and sleepy kids we asked for the bill, this took another 10 minutes and took further 10 mins to get us the change. Bruce was fired by all of us individually ... he responded by giggling and saying he was sorry and we should 'understand how it was' ... after all he had given us a 40% discount and we were supposed to be thrilled. By the way - he had also added a '10% Ex-gratia Charge', when asked he told me this was in lieu of the tip!
We were so sick by then that we left ... a terrible ending to a beautiful day. I will never eat at Vongwong ever again, I will never recommend it, I will actively dissuade anyone from going there.
The food wasn't bad neither was it fantastic, the service was abysmal (and that's being kind), water was never served without asking for it.
The Manager Mr Bruce is a blithering idiot and couldn't manage a automatic napkin dispenser in a public toilet. He should seriously think of an alternative profession before he sinks this restaurant completely.
The owners need to go to a real stand alone restaurant like Ling's Pavillion to see how it's done. They should be hanging their heads in shame at how badly 21 people were treated and the domino effect is sure to have far reaching consequences.
I am in the food business and we do mess up sometimes, but not like this and if we do we do serious damage control. The basic start of which is owning up to one's failure and waving the bill completely.
Vongwong has the wrong approach and will not last long if this is their choice. You couldn't pay me to go here again!
This was the melted scarred melamine bowl in which my brother was served his TTK.
Bruce's comment ...this happens yaar.
Bruce's comment ...this happens yaar.
Bruce sounds like one of those Thai gentlemen in the middle of a sexual transformation! neither here nor there.
ReplyDeleteSeems like this place is actually managed by someone. Found this while searching about this: http://mumbai.burrp.com/listing/vong-wong_nariman-point_mumbai_restaurants/111378198__UR__reviews
ReplyDeleteThe GM Mr. Irani's phone number is given here.
I ate there once when I was working at Naruman Point. And I am pretty sure I had a misfortune of meeting Bruce.
ReplyDeleteBefore we left the place on Saturday night, I requested Burce to have the proprietor call me. Given my request did not elicit a response, i followed up with the restaurant on Sunday late evening.
ReplyDeleteOn calling the restaurant reservations, I was told that they could not put me through to Bruce and provided his hand phone number, which when i called, was unavilable (much like the hospitality on Saturday).
Subsequently, I received a call from a person who claimed to be the restaurant manager who asked me what the issue was. I advised him that it would be better if he took a download from Bruce instead of making me relive our agony. Further, I also remined him that I had requested Bruce to have the Proprietor call me. However, I was told that the Porpietor does not speak with any of the guests and guest relations is solely the responsibility of the restaurant manager. This was in stark comparison to the fact that when they opened, the proprietor's daughter was seen on the restaurant floor more than necessary, personally supervising operations. This change in management philosphy advised by the restaurant manager bolstered my conviction that the restaurant was started at some rich kid's fancy and these guys don't seem to be serious about their business. I have till date not come across a person sucessfully running a business through a strategy of aleinating ones self from ground reality.
On my refusal to speak with the 'restaurant manager' any further, Bruce called agin and asked what ammends can be made especially when they had profusely apologiezed to us and the matter was done with. He aslo advised that the owners have refused to speak with any of the customers (comes as no surprise, but is in sync with the business strategy explained by the 'restaurant manager'). This attitude reflected even more poorly than the torture meted out to all of us at dinner.
When asked to issue a letter of apology, they claimed that given the matter was fait accompli, and accordingly, it would be best if we treate it as water under the bridge.
In conclusion, all I can say is as a kid I was used seeing the line of 'chainis food' wagons parked opposite the Oberio Sheraton (as known back then) at Nariman Point with fancy names such as "Hungry Eyes". Over a period of time these wagons disappeard and I wondered why and where. I still wonder why, but i know know WHERE they relocated.
chances are that this would not have happened at a hungry eyes...i learnt how to make noodles which are not soggy at one of those carts outside nariman point...they understood the value of competition....it is sad to see nariman point devoid of the food carts one used to eat at when one used to work there...a biz district is nothing without its hawker centres...compare saki naka with fort for eg...sad that nariman point is now at the mercy of places such as vong wong now
ReplyDeleteThanx for the replies guys ... I felt like they had taken us not just for a ride but that they didn't give a shit about the client at all, the response CY has got after calling back is proof enough that their policy is just to make a quick buck and to hell with the customer!
ReplyDeleteI sincerely do not wish them well.