I went to this restaurant for brunch with my family and have been here many times over the past few years when they started serving dim sum. A dish that we were given tasted spoiled and we told our server about it and asked her to just let the kitchen know. The server never came back to check in with us and when we asked for our bill to look at it, we noticed that we were still being charged for the dish. The dish was only $5.00 but it's really the principle of good customer service that we should not have been charged. We checked in with our server and asked why we were being charged for the dish and she responded that it's up to the boss whether or not to charge for the dish that was made or not.
After that, one of the cooks came to the table stating that "everyone has different taste when it comes to food". Basically, telling us that it wasn't spoiled and that it was our fault for having different tastes. The table tried to explain to him that it wasn't the flavour of the food but that we genuinely thought that that meat had gone bad. But before we could finish our explanation, he walked away. At this point, we were fed up with the treatment that we were being given and just wanted to leave. We asked the server to cancel the remainder of our order and grab us the bill. The cook came back out to confront us about cancelling the order and after we told him we weren't happy with the service or the food and decided to leave he told us not to come back to the restaurant again. Afterwards, another man came out and starting yelling at us in a threatening tone in the middle of the dining room. He followed us into the hallway of the hotel lobby until one of the servers was able to coax him back into the kitchen.
I truly believe that the situation could have been handled differently and in a better way. It was a simple complaint that had an easy solution but instead the owners/workers took offense to the comment and decided to cause a scene. I have never had a more horrifying and insulting experience at a restaurant. The fact that they also tried to intimidate us by following us out of the restaurant also does not sit well with me. I will never be going back. If you decide to dine at this restaurant, don't risk complaining about the food or you will be chased out of the building by the workers.
Arrogant, rude and lacks training in good customer service and how to handle a complaint. read more