Statement of The Real China Wrexham

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  • #54150

    Michael Yang
    Member

    Dear All,

    On the behalf of The Real China, Wrexham, we apologise for our recent food hygiene rating, from EHO and to our loyal customers that might have effected by this rating. The reasons of our poor rating were mainly due to the faulty mechanical issues in the kitchen and have been detailed below.

    Since the first customer’s dinning experience made in our brand new restaurant in Eagles Meadow on 12th of April, we have been receiving both positive and negative comments on different aspects of our foods and services. We take customers’ comments very seriously all the time, but we have to admit that our management system was slow to respond at the very beginning of our opening period. When the EHO officer gave us the initial inspection and scored us a Zero, we realized that our fixed management system has been out of date and is therefore not suitable for new challenges, environment and standards which should be upgraded as soon as possible. Primarily, the improvement must be made in the kitchen due to food hygiene issues concern our customers’ life and our business life. As the EHO officer mentioned, the high temperature of our frozen food was the most serious problem in our kitchen. All these problems were caused by suppliers, providing us with poor quality equipment, the freezer stopped working suddenly and the electronic boiler could not supply hot water constantly due to tank leakage. The first action we made was throwing any unfrozen food out under the EHO officer’s supervision. Later on, we hired better equipment suppliers to install a larger capacity compressor to keep food frozen and fixed the boiler. During the days for installing new equipment, Nando’s supported us by giving spare freezer space and we set up two counter freezers to make sure our limited amount of frozen food can be processed within the day. That is why the food hygiene authority did not push us to shut down our restaurant. Additionally, our fast action and positive attitude to make amends made the EHO officer impressive. In particular, we hired ‘Food Alert’ as the food safety consultants to help us to improve our ability to manage issues on the aspects of Food Hygiene and Safety, Structural Compliance, and Confidence in Management. All managing team members are undertaking higher levels food safety certificated courses. All kitchen staff have finished their essential training in relation to food safety.

    The rumors gave us a lesson that keeping silent is not fair for our customers who have shown us such great support. Therefore, in order to give public an explanation, we make this statement here to communicate that our kitchen is working with a high food safety standard and we are open to all comments and suggestions from our customers and public. During this difficult time we always tired to maintain our customers satisfaction by giving a good dinning experience and good value for money.

    Even though we cannot get a re-score in three months regulated by the law, an official letter that can proof our impressed improvements is on the way from the food hygiene office. We believe actions speak louder than words. With these recent improvements and maintenance of these new high standards, we believe is enough to ensure the survival of our business. We would like to thank to all our customers, especially those who added comments through wrexham.com. Any comments you provide will be greatly appreciated, as we are constantly striving for greater levels of excellence for our customers.

    Michael Yang

    Manager The Real China Wrexham

    #63368

    Rob
    Participant

    Thanks for posting Michael.

    (I have just closed the 76 post thread containing the comments referred to here: http://www.wrexham.com/forums/wrexham-surrounding-area-forum/612-real-china-review.html and pointed further comments into this thread)

    #63381
    Rondetto
    Rondetto
    Participant

    Well put. We look forward to having more reviews on here to see how the improvements have taken place.

    #63377
    Wrecsam_lad
    Wrecsam_lad
    Participant

    You say… “All these problems were caused by suppliers, providing us with poor quality equipment, the freezer stopped working suddenly and the electronic boiler could not supply hot water constantly due to tank leakage.”
    The equipment is only as good as the money you pay for it, as is the supplies.

    You go on to say… ” In particular, we hired ‘Food Alert’ as the food safety consultants to help us to improve our ability to manage issues on the aspects of Food Hygiene and Safety, Structural Compliance, and Confidence in Management. All managing team members are undertaking higher levels food safety certificated courses. All kitchen staff have finished their essential training in relation to food safety. “
    All this should have been in place before you opened, especially the food hygiene training of the management and kitchen staff. And a good idea would be for the food hygiene certificates of all staff be displayed in someway, and keep staff trained and up to date every three years.

    Also looking at the ratings on your other restaurants around the country they all scored quite low..

    But good news that it’s getting sorted..

    #63370

    wrexview
    Participant

    Good to see you are taking steps to improve the situation, having functioning freezers and hot water are pretty basic. Perhaps new restaurant doesn’t necessarily mean new equipment. I look forward to you displaying a better rating in a few weeks time.

    #63378

    Steve
    Participant

    We were looking forward to trying the Real China and we still might, I applaud the statement on here providing the pubic with information on what went wrong. The fact that it should never have got that far is a whole other debate.

    My only concern now is apart for a few good examples most of the ‘other’ Real China’s in the chain also have very poor scores…
    Food Standards Agency – Search for food hygiene ratings

    #63376

    Darlofan
    Participant

    Mmmmmmmmmmmmm

    #63379

    Welsh Dresser
    Participant

    At least the posting shows courtesey to the consumer. I haven’t been there yet and will hold off a little longer until the reviews reflect an upturn.

    I thought it was very neighbourly of Nandos to help out in the crisis. I would go to Nandos daily for their mango quencher but my diet doesn’t allow !

    #63383

    Michael Yang
    Member

    @rondetto 7328 wrote:

    Well put. We look forward to having more reviews on here to see how the improvements have taken place.

    One of our improvements will be taken place recently is that all sticky tables will be changed by this week. Late delivery is better than no change.

    #63384

    Michael Yang
    Member

    @wrecsam_lad 7331 wrote:

    You say… “All these problems were caused by suppliers, providing us with poor quality equipment, the freezer stopped working suddenly and the electronic boiler could not supply hot water constantly due to tank leakage.”
    The equipment is only as good as the money you pay for it, as is the supplies.

    You go on to say… ” In particular, we hired ‘Food Alert’ as the food safety consultants to help us to improve our ability to manage issues on the aspects of Food Hygiene and Safety, Structural Compliance, and Confidence in Management. All managing team members are undertaking higher levels food safety certificated courses. All kitchen staff have finished their essential training in relation to food safety. “
    All this should have been in place before you opened, especially the food hygiene training of the management and kitchen staff. And a good idea would be for the food hygiene certificates of all staff be displayed in someway, and keep staff trained and up to date every three years.

    Also looking at the ratings on your other restaurants around the country they all scored quite low..

    But good news that it’s getting sorted..

    We are one of the franchises. The issues of equipment are not all about money. We got to communicate with our suppliers through our head office. Obviously, there are some barriers between our requirements and the supplies.

    ‘Training issues’ It is one of the disadvantages of our old management system which was passed to us by the head office. That is why I mentioned about we have to upgrade our management system in time. Additionally, we are much more flexible than others to make changes due to we are a franchise with half shares of this restaurant. One of the changes we made is fired those kitchen staff who were supposed to be professional on processing food with certificates but not really did. We hired a new head chef who holds certificates and have the ability to communicate with staff in different languages.

    ‘Other restaurant ratting’ That is one of the reason we gave the established management system up and switch to consulting ‘Food Alert’.

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