Jeanis Lee
Rated 1.0/5.0 4 months ago
I would like to lodge a formal complaint regarding an unpleasant dining experience at your restaurant.
The incident happened on 30 June 2026 at approximately 8:40pm. (Compass One outlet) I would like the management to seek clarification by reviewing the CCTV footage together with the teppanyaki chef named Deng Jun Ge, as I believe the footage will clearly show what happened.
Our order consisted of:
2 × Set C
1 × Set A
There were multiple mistakes with our order, specifically with the two Set C meals.
Firstly, only one of the Set C meals was served with the fish. When I reminded the chef that the other Set C had not received its fish, he immediately insisted that he had already served it. It was only after we continued to clarify the situation that the missing fish was eventually provided.
Later, I noticed that the chef had stopped cooking because there were no more ingredients on the teppanyaki table. At that point, I reminded him that both Set C meals had not been served the scallops. Once again, he insisted that he had clearly served the scallops for both sets. His repeated denial and manner of responding made us feel as though he was accusing us of trying to take advantage of the restaurant by asking for food that had already been served.
This back-and-forth continued several times before he eventually, and rather unwillingly, apologised to us.
I would also like to highlight another incident that occurred during our meal. My partner, who ordered Set A, had his food carelessly dumped onto the stainless steel serving area. During the process, part of the fish fell onto the tabletop. Despite this, Chef Deng Jun Ge neither apologised nor made any attempt to pick it up or address the situation. This further reflected a lack of professionalism and care in both food handling and customer service, adding to our overall disappointment with the dining experience.
What disappointed us the most was not merely the missing food, as mistakes can happen in any restaurant. Rather, it was the chef’s attitude and the way he handled the situation. Instead of checking the order or verifying the facts professionally, he repeatedly argued with us and insisted that we were wrong, making us feel embarrassed and unfairly accused.
I kindly request that the management review the CCTV footage to verify what actually happened. I believe the footage will clearly show that the fish and scallops for our Set C meals were not served initially.
I also hope the management will provide appropriate coaching to Chef Deng Jun Ge on how to handle customer feedback professionally and respectfully.
Before concluding, I would like to add that I fully understand it was during the dinner peak hour, and I appreciate that mistakes can happen in a busy restaurant. In fact, I even asked Chef Deng Jun Ge whether the fish or scallops might have been accidentally served to another table. However, instead of considering that possibility, he repeatedly insisted that he had served them to us and dismissed our concerns.
If, after reviewing the CCTV footage, the management finds that we were in fact attempting to take advantage of the restaurant by falsely claiming that food was missing, please feel free to contact me by email and let me know. I am more than willing to accept the outcome if the evidence shows that we were mistaken.
I trust that the management will investigate this matter thoroughly and take the necessary steps to prevent similar incidents from happening again. I look forward to your response.
Thank you.