've happily updated the rating of Pots 'n Pans to give stars. Why? Because the management took note of my review, made contact and offered to remedy the situation.
A few days after the previous experience, Thao Nguyen (manager of Pots 'n Pans) made contact. She was deeply sorry for the poor dining experience we had, made no excuses for the poor meals and service and offered a complimentary dinner to prove to us that they really are a top class restaurant. Her professionalism is outstanding.
This weekend, we availed ourselves of the offer. Suffice to say it was a superb evening. Service and food were of the very highest standard. Now I understand what all the fuss is about! This night, nothing was too much trouble - wine, main and dessert all laid on. Plus despite declining to order entrees (due to hunger and not wanting to overly indulge in a freebie) Thao gave us sampler entrees (two each) to ensure we experienced a full menu. Exceptional service. We ate scallops (amazing) and an asparagus entree, lamb and beef two ways for mains, orange cake and banana spring rolls for dessert. All washed down with sparkling wine and red wine. Couldn't fault anything. Some of the very best food in Hanoi, without a doubt.
At dessert time, these were delivered by the chef himself, who also was away (along with Thao) on the previous evening. He also apologised and thanked us for agreeing to return.
Granted the team really laid it on for us, but it was a great evening in all respects. We're converts and will not hesitate to return and support them.
Professionalism, great food and service, humility and practical customer support. I can't ask for anything else.
Well played Pots 'n Pans!
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