Duck & Noodle

*Reply to owner/management*
1. The cross-contamination occurred when the staff wearing yellow gloves went from the washing sink to place some items in it, then touched the plate with his thumb touching the sauce surrounding steamed sea bass. Then brought the dish out of the kitchen. Placed it onto the counter where the other roasted meats were hanged at. Then someone else without gloves bringing it back to the kitchen. Then another staff bringing that same dish out of the kitchen. A kitchen requires a preparation station/washing station/ a serving station to be separated. The staff wearing the yellow gloves touching the washing sink and then touching the plate and dish IS cross contamination. Once the dish has left the kitchen, it shouldn’t be returned back and then brought out again.

2. Initially, my brother left an honest (and continued) review to be as accurate. Check his first review/comment: he said it was not an authentic chinese restaurant/ experience. He has the right as someone who dined there to leave a review of their experience. All 4 of us had an unpleasant experience, but my brother decided to be more vocal and for the first time left a review because of how upset he was - as he was the one who was eager to dine here out of all of us. And he did not leave a racist comment. He merely commented on the ethnicity to prove that he was present as you insinuated that he did not exist in your reply. He (and myself) is half asian himself so please do not twist the chain of events.

3. Yes, dissatisfaction of the food can be improved once you accept the lower starred reviews. That is the whole point. How did I take it to the next level to tarnish your business? You claimed my brother’s review is biased and lame - and again, insinuated he did not exist. Is this the best way to handle negative but honest reviews from your customers? Surely you can do better.

4. Are you implying that it’s “safe enough” and we are merely making a fuss? No. I stopped eating completely once I saw the cross contamination. However, out of pure courtesy and politeness the rest of my family decided to continue to eat as it is food at the end of the day, and there are people who do not have food to eat. So, just because they have that level of good character, they are unreasonable to choose to stay and eat?

5. Sure, to be a successful business owner one should consider all types of reviews; good and bad. Good to encourage the business and the bad ones, to learn reflect and improve. However, calling all the negative reviews as biased (my brother’s comment was not the only one that you replied in this manner) is distasteful. To continue bullying and attacking my brother as non-existent shows others how you handle your business. Do better.

Staff were extremely unprofessional and did not follow hygienic measures; cross contamination between staff and location was dangerous and appalling. Waitress had no idea what was on the menu but tried her best.

Dined here during my postgraduate graduation ceremony visit in London (dated 12Jan2024 at 12.45 -1.50pm). Food was not cooked properly (steamed ginger and soy fish had no ginger, ginger and spring onion beef had ginger but was 80% onion and bland like plain corn starch), unhygienic staff and fish was not fresh.

The owner/management will claim the review is “biased or fake” if they disagree with it, or unless you give a positive review.

I wanted to ignore and not entertain by leaving a review but them leaving rude remarks for my brother who dined with myself and my parents that left an honest and as accurate review to warn others - was not acceptable.

This used to be a place we enjoyed dining at years ago but I suppose it may have been a different owner/management. It used to be a great place to dine with delicious food. Now, we’ve got unprofessional staff and service that give condescending remarks to reviewers who rate them 1 star (see review below me where they claim that the “hairy chicken was due to the ginger”). Really? Where was my ginger in my steamed ginger and soy seabass?

My friend and I enjoyed our evening meal on Tuesday so much, that I ended up going back for lunch the next two days. The food here is INCREDIBLE and amazing value for money! The service is also top notch, especially Patricia, who is an asset to this restaurant and made us feel incredibly welcome and looked after us so well. She is the true meaning of service with a smile. If you’re nearby and looking for a decent meal then don’t hesitate to come here. I would highly recommend the house special fried rice and sweet & sour chicken! The spring rolls are also a great starter!

Highly recommend Peking duck. Have been 3x, and ordered it every time. Some starter portions have decreased unfortunately, however, the mains are still more than enough per person.

ordered the stir fry hor fun with egg gravy for my dinner a few days back and i must say that it was exceptionally rich and delicious. it was nice to see that the chef had catered me well to my special requests (extra spicy and more soy sauce). service was quick, waitresses/waiter were welcoming and friendly. would definitely go here again 🤩

**Replying to owner again #3**
“…Health Hygiene Level 3/5…” - Westminster City Council.

Yes, I only reviewed once because not in my life, have I ever been to such a filthy restaurant who makes their dishwasher staff touch cooked food.
Not have I ever seen such arrogant and unprofessional service from the management. You are scared of my review? One review is scaring you.
Since you decided not to act accordingly. I have clear evidence and pictures of your disgusting health and safety standards.
That being said, the appropriate authorities have been informed.
Do you wish me to post the pictures?
Do you wish me to post the replies from the relevant authorities?

**Replying to owner again**
It’s not racism, I myself am Asian and hence why I chose to eat at what I thought would be authentic Asian restaurant, shame it was just a day-light robbery establishment.
Once again, I shall NOT and DO NOT wish anyone to risk eating at this establishment. Did I say I was dissatisfied? I said I’m disgusted and appalled by your food hygiene standards. There’s no curtain to hide; everyone can see my account here, it is not “Anonymous”. Your business? You call this a business? Dear audience, please do see the current reviews by other people; it is not just me saying this establishment's service and food is atrocious.
I repeat again, it is not about the money/refund, it is the fact:
1) You gave false advertisement of the food on the menu.
2) Your management was just unprofessional and rude.
3) Most importantly, food hygiene and safety was DISGUSTING AND APPALLING.

**Replying to the owner**
Just to reply to the message “by owner”:
You or your manager is Indian and even admitted to his mistake and removed the service charge on our bill.
Your waitress is Indian/Nepali? She didn’t even know the menu or what we were referring to in the menu.

The cook who does the noodles is a chubby guy, and your dishwasher boy with the yellow gloves, is tall and skinny.

I don’t need your cheap “full refund”. I’ll let you run a business with embarrassment and shame.
Very unprofessional reply too.
What a shame your customers must publicly call you out before you want to apologize? We told your waitress the food, service and hygiene was not good.
The manager/owner didn’t even come to apologize. You sent your waiter to tell us service charge is removed?

Hopefully someone from City of London, The City Commercial Environmental Health Team would come and visit you unannounced.

**please see attached how they used cardboard boxes covered in oil from the kitchen till the bar/drinks counters **

Initial message:

I do NOT recommend this place.
NOT a Chinese restaurant.
Staff doesn’t know anything Asian/Chinese.
Staff doesn’t know what’s going on in the kitchen.
Food is NOT what is pictured/advertised.
Food is NOT what is described.
Not worth your time what more your money.
Kitchen & food hygiene is disgusting and appalling. (Dishwasher boy with yellow kitchen cloves carries and touches the food. )
Don’t come here!!

Order from Duck & Noodle Queensway