SOUTH LANE (Quarry Bay)

Dear M T, ​Thank you for taking the time to share your feedback. We’re sorry to hear that your recent experience didn't hit the mark, especially regarding the convenience of pre-ordering. ​To give some context on the delivery apps: during our busiest peak hours, we sometimes pause Foodpanda and KeeTa to ensure we can provide the best possible service to the customers already standing in line at the shop. We also do this toward the end of service as our selection begins to run low, as we’d hate for a remote customer to order something that has just sold out. Was it before 12pm when you tried placing an order?If yes that's not right. Definitely will look into it with the team. ​Regarding our menu, we were a bit surprised to hear your thoughts on the plant-based variety! While we do typically offer 5 out of 6 meat-seafood based mains, one as tofu correct but 16 out of the 23 daily spread dishes, are vegetarian, 70%. This includes 4 base, 8 hot vegetable dishes and 5–6 fresh vegetarian salads designed to be mixed and matched. We’ll certainly look into how we can make our tofu and vegetarian "main" options stand out more so our plant-based friends feel the full love.

Dear Karen, Thank you for your feedback. We’d like to clarify what happened during your visit so future customers also understand the context. Our restaurant uses a communal seating area, and for hygiene and turnover reasons, our team clears items that are left unattended for an extended period. In this case, your table was unoccupied for about 10 minutes, and our staff followed standard procedure. When you returned, they immediately offered to prepare a new plate for you. Regarding the loyalty programme, we acknowledge that our staff should have provided clearer help and we will continue improving on that. We also connected with you directly after the visit and processed a refund as a gesture of goodwill. SOUTH LANE