Krishnaraj K
Google
We visited this restaurant to satisfy our dosa craving today, but unfortunately had a very disappointing experience.
From the beginning, the person at the reception did not greet us or make us feel welcome, simply directing us to sit. As usual, it took about five minutes for someone to take our order. When the food arrived, both my dosa and my friend’s dosa were extremely salty. We reported this to a staff member, who said he would check with the chef but never returned. We then had to call the person who originally took our order, and she finally took the food back, offering to remake the dosas or replace them with something else. We declined, as we assumed the same batter might be used again, and decided to leave.
As I started my car, my friend (who was parked near the entrance) was stopped by the same person from the reception, who asked why we hadn’t reported the issue at the cash counter. My friend called me over, and instead of apologizing, the staff member was rude and kept insisting that we should have gone to the counter. If the restaurant expects such a process, their staff should clearly inform customers, or better yet, handle the matter internally without making customers feel at fault. The way we were stopped and questioned felt uncomfortable—almost as if we were being forced to justify our complaint.
This is not the first time we’ve had a poor experience here. On a previous visit, service was very slow, and when we ordered Bhai Kadai Biryani, it was below expectations, though we didn’t complain at the time. This time, however, the experience was unacceptable.
Being in the U.S., where customer service is a key part of dining, the team should focus on welcoming guests, taking orders promptly, and handling complaints professionally without making customers uncomfortable. With so much competition and new restaurants opening that provide both better food and service, we will not be returning to Madurai Mess. Hopefully, the management will take these concerns seriously and improve their processes.