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Having been to Hong Kong 'no-where-near' Best Food, I'd rate their service as typical Hong Kong cafe style attitude. Rude, inconsistent and blatant snobbery.
I gave them shit in Cantonese because our food came later than a table next to us, who got there 10mins after us. After that, they served us a bit more competently. In such places, you've gotta give them some attitude first before ordering anything. I learnt this whilst in Hong Kong, and it becomes part of the banter.
Having said that, it is still racial profiling (even if it is in our favour). Bad service will always be bad service, but in your case, you were blatantly victimised and that's unacceptable.
At the end of the day, it's the restaurant that loses anyway.
I lived there for 5 years - moved bayside early '08 - and this sort of thing used to happen on the the time. I worked around it though - Indochine is easily the best food in the area and it wasn't uncommon that I'd have both lunch and dinner there. I really don't think they're too fussy who they take the money from. Ditto Tien Dat (which is in the same family I believe). Tan Tan are always friendly too, but you have to be a bit more selective with the menu.
Box Hill is mostly a great place to live, but it can be incredibly racist.
I'm very clearly Jewish and I've had SO MANY problems there - they're just plain rude. I won't buy ANYTHING there anymore because I'm so tired of being made to feel small by staff who need to feel big!!!
On a separate note,
The Best Food Gallery is not the fastest food, or best service for white guys around.
Little things like trying to get the attention of staff to place orders can be difficult. The food can be fantastic there - but when the service is good, it's adequate ;)
My belief is that it's a little bit racism, but mostly incompetence rather than malice.
As a sinophile (at least when it comes to food), and a Box Hill regular (we must be in the same neighbourhood), I find I'm usually OK so long as I do one of these 3 things:
1) Take the path less traveled - Order something adventurous, uncommon, or at least less likely to be ordered by a white guy. Show them you won't be one of "those guys" who comes into the restaurant, orders a Kwai Teow and complains that the mild chili is too hot.
As for undercooked meats.. Hell, you're eating *real* chinese food now! It tastes good - but if you're not taking your life into your own hands by eating it, some of my chinese friends might say you're missing out on the best part - the excitement! ;)
2) Take an asian - I've never had bad service (or even asked whether I'd like a fork) when I've dined on asian with an asian.
3) Know the magic words or secret signs - The first question they ask is "how many [people do you have wanting a table]?". Shoot back with "Liang ge" (lee-aang geh - "two of") and give them the "peace sign" to get a table for two.
This gives you faster service, and none of the white-guy-going-to-complain-about-the-food stereotype.
For good food in Box Hill, hit David and Camy's (a few doors down from where you were).
Pan fried pork dumplings with chili oil, soy sauce and vinegar are great. Shanghai Xiao Long Bao have a burst of soupy taste in a steamed dumpling - but wait for them to cool slightly before biting in. The fried pork ribs are a favorite among families there. Mapo Tofu (silken tofu) is also good. Avoid the Dan Dan Noodles - the spiciest ones I've ever tasted.
The other thing you'll like about David and Camy's is the speed of service. They must have telepathy. I swear I've received meals within 60 seconds of ordering.
If you ever end up back at the Best Food Gallery, pick something out of the cold display case. Jellied ox tongue (OK, maybe not for everyone). Drunken Chicken is a safe choice. Ask them if they have "Sheng Jian Bao" (it's not always available). It's a pork bun that is steamed on the top, and crisp-fried on the bottom.
Avoid anything with "combination vegetables" [read: frozen corn, peas, snow peas and carrots from the packet]. They use this in their Mapo Tofu as well I believe.
Avoid D&C Noodle (across the road, beside Club X) - unreliable service, and poor english skills can cause bad experiences. Fantastic dumplings though... if you can get them.
China Bar is "consistently adequate" - and open very late (for us internet types). Nothing on their menu is bad, nothing on their menu is fantastic. Service is fast. My only word of warning is - don't go there if not everyone is eating. Idiotic "minimum orders" mean you need to order at least $10 of food per person - even at 2am when you're the only people in the joint.
But if you want the ONE GEM of Box Hill...
Inside Centro Box Hill (the one with the station in it) tucked in behind the food court, between Pete and Rosie's Deli and the Health Shop - there is a small dumpling and handmade noodle kitchen.
Handmade organic noodles with stewed beef that literally falls apart in your mouth, in a delicious soupy broth - the best ones I've ever tasted (#2 being in Nanjing, China).
More than a meal - but not open late (as the center closes, and they have no street access).
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A word of wisdom: If you guys want to complain, just make sure to do it after you have finished your meals and about to leave the restaurant, coz they might do something with the foods/drinks if they hate you.