Tamarai

carefactornil

ABSOLUTELY DISGRACEFUL CUSTOMER SERVICE 11th October 2009

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I've been to Tamarai twice this year and had a great time, both times. The 1st was just with my partner and I was very impressed with the venue, and particularly the food and drinks. The staff were very nice too. I was so impressed (and it was so nice to be that impressed) that I invited a group of friends there for another meal a few weeks later. Since then I've been out of the country all summer but was looking forward to coming and eating there again.

Unfortunately, as things stand right now, that won't be the case. One of my friends who I brought with me the 2nd time, was also impressed when she came that time. So much so that she booked a meal on 20th August for her and another friend. When I came back to London recently I suggested she & I return to Tamarai but she said "never again" so naturally I wanted to know why.

She recounted her experience of the 20th August and being heavily involved in customer service, frankly I'm shocked. I won't go into all of the details but it seems the meal started well enough but later on they ordered more drinks with their meal and this took a while to come. When they did, the waitress managed to spill her drink on her so that it completely soaked her clothes she was wearing. It's a restaurant, these things happen from time to time. In my experience of such matters, the restaurant usually bends over backwards to make things right, especially the nicer establishments. What happened from then on was far from that and she and her friend ended up leaving the restaurant furious by the way it was handled. The restaurant tried to charge for the drink they spilled, nothing in particular was done to try and appease them, and when they complained about the service and the way it was handled they were made to feel even worse by the restaurant manager that night (this may even be you, they didn't provide me their name). At the very, very least I'd have expected the manager to offer to pay for dry cleaning without prompting. But they tried to persuade her that it wouldn't stain, she should try and wash it and if it didn't come out she should bring it back, show them the evidence and then they might do something about it! They ended up feeling terrible from the way they were treated and that they were the ones who had done something wrong. Nothing was done about the bill, they didn't even get a "thanks" or a "good bye", as if the staff didn't want to ever see them again. It looks like they'll get their wish.

Consequently, my looking forward to experiencing your admittedly outstanding food and drinks has been brought to an abrupt halt. Bad customer service doesn't necessarily just affect the people directly involved, they have a habit of telling their friends too. I tried mentioning the above to the restaurant manager but no reply.

Looking at other review websites it seems this experience is commonplace.

levelthinker

Tamarai - Avoid like the black death 5th August 2009

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The food was good but the service was dismal - here's why:
1) The staff were all new and didn't have a clue about the food that they were serving
2) Once we arrived I waited for 10 minutes to be asked for a drink - so opted to go to the bar, was only asked if I wanted a drink on my way back to the table
3) The Foie gras appetiser arrived after the starters
4) From what I could see, there was no allocated waiter/waitress for any of the tables - all our dishes were served by different people
5) Grabbed the attention of member of staff and ordered another drink - only to watch it slowly warm as it sat at the bar for 10 mins. Stopped another member of staff to retrieve it for me at which point the originally waitress came up to the table to serve another course asked me 'Have you not got your drink yet?'
6) Ordered one Jasmine rice and a plain rice - was served plain rice as it comes in one bowl - although the waiter stated it was Jasmine rice (didn't bother complaining, I was happy I got something)
7) Opted not to pay the service charge and wanted to explain to the manager the reasons why - he told as we haven't paid for the meal that he didn't want to hear my feedback. I corrected him to say that we have paid for the meal but not the service charge and that it was in his best interest for his customers to learn from complaints - he still didn't want to hear my feedback - this left me fuming

The Good:
1) There was female waitress who was equally disgusted with the standards of the restaurant service and explained it was due to new staff and a lack of training - she, however was very good at her job
2) The food was good, 6.5 out of 10

Mohan_S

Wow at Tamarai! 7th April 2009

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Decadent décor, great food with modifications and well seasoned staff. Good job Tamarai!!

angiew

Service spoils the good food 13th March 2009

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Negative echoes my experience at Tamarai when I brought a few high net worth clients to dine at the restaurant. We ended up at Tamarai on a Thurs eve as I recalled reading on their website that they offered 50% off Food Bill. We ordered alcohol worth £100++ and dined there. However, when the bill came and I had asked about the offer they advertised on the website, the General Manager dismissed it as an offer which was not valid to walk-in diners! His explanation for this was that if he gave the offer to us, others would overhear and ask for it too (how is that a customer's problem?!). After a 10 minute debate to which I mentioned their advertising was misleading, (the term and condition that Food Offer was only valid for reservations was NOT stated on their website). Money was never an issue as I've spent more in other restaurants --> it was a matter of principle and ethical advertising. I had asked for the GM to check his website and he was dismissive and defensive and said the term was stated. What would have been a good evening for my party turned out to be an uncalled for negative reference on the restaurant. We paid the full bill with an understanding with the GM that I would check the website again to prove that the reservations only term was NOT stated. If I was mistaken, no problem since the bill was paid in full. If the GM was wrong, I would have appreciated an apology and request for me to return with my party on some kind of complimentary deal. When I called the following day to inform the GM that the website indeed did NOT have the term, he was again dismissive and defensive. After, I found out that he had updated the website to include the new term.
Now, it is common sense that only the guilty would act defensive and quickly patch up the error as was done on the website. I had collated screenshots from before and after the website was updated and it was evident they were covering their tracks on a misleading ad.
Since the GM did not understand the concept of customer satisfaction and repetition of business from customers, I believe word-of-mouth is the only way to inform London that there are better places to spend your ££!! In conclusion, Tamarai's arrogant management style does not measure up to the food put up by their chef. Even my Gordon Ramsay lowest range "pub" experience far exceeded the service levels that Tamarai can only dream about but will never reach.
Fellow diners, take your money and business elsewhere !

ben_colland

Visit To Tamarai 11th October 2008

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Very pleasant experience, we liked the atmosphere, the food was well presented and surprisingly tasty, all together it was well worth trying, especially with the offer on Tuesday evening. Was quite packed for a week night.

Mohan_S

Fantastic evening at Tamarai 18th September 2008

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I went to Tamarai last evening with friends and we had an absolutely fantastic time. Friendly and attentive staff, amazing food and stylish surroundings. Would recommend to all.

Mellisa

Dinner At Tamarai 2nd August 2008

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You have to take a long walk through corridors/staircases to get the main dining area, which was lovely. The place is spacious. Service was good and the food was excellent. Thoroughly enjoyed the dinner will be back.

ben_colland

Ben_Colland 2nd August 2008

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Lovely restaurant amazing service and atmosphere. We used £48 Chefs’ tasting Offer Menu and it was lovely and great value for money

Bretton

Drinks at Tamarai 16th March 2007

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Had drinks last night at Tamarai, the service was excellent and the place had a good vibe.

Ladis19

Hidden away near Covent Gardens 8th December 2006

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I went to Tamarai last night to have drinks for a friend's birthday party. It is not the type of place you walk by and think “I'll pop in” because unless you know it is there, you won't see it.

Inside is rather trendy with very comfortable and well-decorated lounging areas. The detail actually goes as far as the glasses, plates and cutlery. Tamarai have clearly made an effort to make this place different... Rumour is that this place is where Jimmy Choo celebrated his birthday... But this celebrity status comes at a price. Coktails are very good butthey are not cheap.

I am told it also is a restaurant but I did not get to try it out so have no view on their menu which I believe is Indian. But judging by reviews on other sites (sorry) the food and service is good.

Would definitely recommend it. Would go back if it was closer to where I live!