Masala Zone

Ate here during August 2011. This was not my first try of a Masala Zone - had previously been to the one in Soho. Thought the food was fine (not great, but fine) and service good. The second visit (to the Covent Garden branch) was a little different.

We were brought breads that we had ordered, in a basket. I picked one up and noted that there was old, dried up rice stuck to the bottom of the bread and in the bottom of the basket - clearly the basket was dirty and had not been washed. I gave this back to one of the staff and told him that it was dirty. He took it away without saying a word.

One of the other staff came over a few minutes later and started to apologise. However, then he told me that the basket was not dirty, and that another rice dish had merely dropped into the basket as it was coming up from the kitchen in the food lift. I asked him how the rice had ended up underneath the breads, and why it was old rice (I saw this, it was not fresh rice). He insisted that it was not dirty and that it was an accident. I told him that i was not interested in excuses - this looked like it was made up to me - and asked him to replace the breads. Breads were replaced, we went on eating.

At the end of the meal another member of staff came up and said that he understood that I was not happy with something in the meal. He gave me the same excuse about rice falling into the dish. I again asked how this was possible, no answer. I said that i didn't want to hear excuses, just an apology would be enough. He kept on insisting that this was an accident and the dish wasn't dirty. I asked him to bring the bill and to leave it at that.

The bill was brought. It contained items that we hadn't had. I asked for these to be removed - cue more confusion amongst the waiting staff. He again apologised, but quickly said that the plate was not dirty again! I asked him to stop giving me excuses. I would either pay the bill or not, whatever he wanted and we would leave. At this point the staff got upset, ganged up on us (three of them now standing at our table) and asked us to leave the restaurant because we were causing a disturbance!!! So we left, without paying (they told us to not pay and just leave).

I'll never go back to any of their restaurants. Rude, insolent staff unwilling to take responsibility for their mistake. Dirty dishes. Mediocre food. Avoid like the plague.

I had been to Masala Zone few months ago and had high hopes of our return visit with our friends and colleagues. Sadly, I was very disappointed.
The cosy ambience is completely ruined by poor, thoughtless, bordering-on-rude service, distinctly average food, poor value for money and an uninspiring menu.
I was very shocked and I would never return or recommend as the rudeness from management was unbelievable. I have absolutely no idea what makes them as they are but they have the worst attitude of any restaurant I've ever been in.
The food was bland and clearly inexperienced in real Indian food which ruins the experience you expect from a cuisine restaurant.