Wow! I mean that in the most negative way possible. You couldn't pay me to try Dan Thai again.
My sister and her fiancé ordered from here for the first time over the weekend. After raving about the quality of the food to me, the three of us ordered from here tonight. I decided on a crab wheel appetizer and a shrimp dish with garlic sauce. My sister chose the basil chicken and her fiancé went with the five spice chicken. My sister placed the order on the phone. I was sitting next to her when she did so. She also ordered 'one order of two spring rolls'.
Her fiancé picked up the order 35 minutes later (we were quoted 30 to 45 minutes) and he drove the three minutes back to the house.
We immediately opened everything up and the three containers of rice were each half full, the $11 shrimp dish had five small sized shrimp, there were two orders of two spring rolls aka four spring rolls instead of two rolls and my crab wheels were cold, dripping with grease and disgusting.
I was hungry, so I ate my five shrimp, veggies and rice. I tossed the crab wheels in the trash. The basil chicken and five star chicken were fine. My sister ate one of the spring rolls only to find one shrimp inside. My sister asked her fiancé for the receipt. When she looked at it, she found that we had spent $47.84 on the items listed above. We were quite shocked.
She called (I'm still sitting here by the way) and asked for a manager. The owner was cooking, but the woman who answered the phone indicated that she could help. After explaining the disappointing experience, the woman on the phone said she was sorry. My sister asked for a refund on at least the extra $5 order of spring rolls that were not requested. That request was shot down. She offered to give the spring rolls back to them. Still declined. My sister asked why she took the call if she couldn't help make the situation right and asked to talk with the owner (the brother). The woman started to scream at her on the phone! Yelling over my sister to say that she doesn't know what she wants her to do. My sister asked for some sort of resolution to make this right since her fiancé never received an itemized receipt, the order was wrong, some of the food was cold and the shrimp was just lacking. After arguing with her about the number of spring rolls and saying that the fiancé signed for the order, the woman hung up. Seriously...she actually hung up! My sister was annoyed but not disrespectful. She didn't curse or say what she was really thinking about the inadequate customer service.
Bottom line, I can say what I think here. Dan Thai, I am embarrassed for you. You should have done something, anything, to evoke the image of some sort of customer service. You may have four stars, but you will never be worthy of more than the one that I am forced to give you in my book. The customer is always right. And even if they aren't, you don't scream in response to a simple request. She didn't ask for anything unreasonable. And your actions spoke even louder than your shrill screaming. read more