Restaurant in Hanoi causes outrage when staff say "feeding customers trash and saliva"

(Dan Tri) - The incident of an employee at the Gui Gui BBQ buffet restaurant in Hanoi boasting about "spitting and putting trash in food" while serving customers is causing a stir.

On the morning of October 7, sharing with Dan Tri reporter, Ms. NK (in Hanoi ) - the female customer in the above incident - recounted that at around 7:30 p.m. on October 4, she and 3 friends went to a buffet restaurant on To Hieu street for dinner.

One of the first dishes to be served was a salad. However, the group discovered a hair in the dish and asked the staff to change it for another plate. A moment later, the restaurant staff brought another plate of salad with a note that read: “Enjoy your meal.”

Ms. NK discovered a hair in her salad so she told the staff to change it to another plate (Photo: Character provided).

“At that moment, I felt uncomfortable and worried about the restaurant's food safety and hygiene issues,” NK said.

According to NK, when receiving feedback about the food, the restaurant staff had an unfriendly attitude, glared and said harsh words to the customer.

The female customer said that this was the first time the group had come to this restaurant and found the food not as expected. The meat was not marinated well and the dipping sauce was not impressive.

The group finished dinner at 9:00 p.m. and paid the bill of 1.3 million VND.

That same evening, NK went online and received a friend request from one of the above employees.

The girl then read the post this person shared about the food taken at the restaurant, the piece of paper that appeared on the salad plate that she and her group of friends ate, along with the status line: "Is eating saliva and trash delicious? Sorry, I'm a bit cruel. I just touched the food a little bit."

After leaving, the customer received a text message and photo from the restaurant staff with offensive words, saying the customer "ate trash and saliva" (Photo: Provided by the character).

“I feel extremely indignant and very worried if they really did contaminate the food they served us like that,” NK said.

The female customer then shared the story on social media to warn people when eating at restaurants.

The restaurant staff (who posted the sarcastic post online) later texted NK to apologize, but their words were still disrespectful and they didn't realize their mistake.

“I have been told that the restaurant has fired the group of employees. The restaurant has also posted and called me to apologize. However, the female employee has not yet behaved properly,” the young woman said.

The incident quickly attracted attention and caused public outrage. According to the investigation, the incident occurred at Gui Gui BBQ restaurant located at 227 To Hieu (Nghia Tan ward, Hanoi).

Regarding the incident, on the evening of October 6, on the official website, the restaurant representative said that they wanted to send a sincere apology to Ms. NK and the group of guests who were directly affected by the incident.

According to the restaurant, after investigation, the restaurant believes that due to a previous personal conflict, the employee named Huyen had a wrong attitude when serving customers. This is also the person who posted information about "adding trash and saliva" to the customer's food.

The restaurant confirmed that this was an impulsive and personal outburst of words by the staff. Realizing that the cause was due to poor management, the restaurant contacted the customer to apologize and asked the staff member Huyen to also apologize to the group of customers.

Regarding the form of handling, after asking the employee to write a report, the restaurant also officially terminated cooperation with this person.

"We understand that this incident has disappointed many diners who once loved and trusted the restaurant. We accept full responsibility and will take measures to remedy the consequences. We do not encourage or support any individual who behaves inappropriately towards customers," the restaurant said.

However, when Dan Tri reporters contacted the restaurant's hotline, they received no response.

On Google's review platform, the restaurant is rated 3.6/5 stars. Among them, many diners left unsatisfied comments after experiencing the food service here.

"The food is small and the service quality is not up to par. I ordered beef 3 times but the staff mistakenly brought pork. The food delivery speed is slow and the service attitude is not good. The restaurant needs to adjust and rebuild a better service staff, if it doesn't want to lose customers," commented an account named Thuy Linh.

"I once experienced the restaurant's 269,000 VND buffet and found it not good. There was very little food, the meat was not fresh and the selection was poor. For example, a plate of sausages only had 3 pieces. Ordering food was very slow, but maybe because it was crowded on weekends so it was understandable. The hot pot was served but there were no vegetables, only some kimchi and cabbage. The other dishes also ran out early," user Luu Thu shared her experience last September.

In response to the restaurant's apology, many diners expressed dissatisfaction and said that this was not the way a professional restaurant should handle the situation.

“The survival of a restaurant is not only about the quality of the food, the attitude of the staff serving customers is also very important. If the F&B (food and beverage) industry does not train and improve the skills of its staff, sooner or later they will be eliminated by customers,” said a diner named Kim Anh.

Source: https://dantri.com.vn/du-lich/quan-an-o-ha-noi-gay-phan-no-khi-nhan-vien-noi-cho-khach-an-rac-nuoc-bot-20251007105552802.htm