Let me preface this review by saying that my wife and I have been loyal customers to this business for several years and not once can I recall our order ever being wrong and not once have we ever received poor customer service until our most recent experience. We love Kwao Thai and it pains me to leave a negative 1-Star review for them. With that being said, a business can only be as good as it's employees and Kwao Thai recently hired someone who is rude, argumentative and dismissive that, in my opinion, has no right being in a customer service position.
On February 9th we called in an order over the phone and after picking it up and taking it home we realized that one of the items we ordered was wrong. To clarify, we order the same thing every single time we do takeout here and have been ordering the same thing for many years now. Our order consists of (1) Kwao Thai Fried Rice and (1) Pineapple Fried Rice. The fact that the order was wrong was really no bother at all so when I called in to advise of this mistake I didn't expect it to be an issue but I was very, very wrong.
When I called back to advise that I ordered a #26 Kwao Thai Fried Rice but received #27 Fried Rice Nam Prig Pao (which is also what showed up on the receipt they provided) I was met with a hostile and argumentative employee who insisted that my order was, in fact, correct. I told this person that the Kwao Thai Fried Rice isn't supposed to have chili paste, cashew nuts (which my wife is allergic to) or basil so it clearly must be wrong. Despite me telling the person on the phone this they insisted that I received Kwao Thai Fried Rice like I had ordered over the phone. This back-and-forth lasted for several minutes at which point the person on the phone told me to bring the order back and they would correct it. They then abruptly hung up on me while I was still speaking.
When I arrived at the restaurant I was told that they were boxing up my order. Shortly after that the disrespectful girl at the front brought over the new order and passive aggressively asked me if it was correct after opening the box and showing it to me. I confirmed that it was correct and asked her for her name. She ignored me. I asked her for her name again because I wanted to submit a complaint and she replied advising that I didn't need that information. Then when I asked her if she was new her reply was "I've been here for a month if that's what you mean" in a sarcastic tone.
Eventually one of the cooks came over and took down my name and phone number and said the owner would contact me to discuss the situation.
To summarize: we've been eating at Kwao Thai maybe twice a month for the last several years. At $40 an order, twice a month, for even just the last 3 years my napkin-math tells me we've spent almost $3000.00 at this restaurant just throughout the pandemic and now we will be spending that money supporting other local businesses instead all because of this one employee with zero customer service skills. I will update my review if I ever hear back from the owner. read more