Enjoyed the food and service very much in December however today was an awful, degrading, and eye-opening experience. I always order the egg foo young, and this visit was no different. Today the female server was loud, rude, condescending, and unprofessional. She continuously yelled at me even though my tone was soft and discreet.
When she brought my entree I advised the gravy wasn't thick but was a runny juice. I showed her. She offered to take it back to the kitchen, pour off the juice, and add corn starch. She said they didn't have gravy ready in the back because it was made especially for the entre. After considering this I told her it was okay I would keep it. She walked away, I pushed it aside, and requested the check. I was okay with leaving the meal, and provided my card to pay. It wasn't until that point that she offered to remake the entree. I gave in and waited again. She stated she "deducted the cost of the soda for my inconvenience." Lol.
She started blaming me saying I should tell them next time if I want gravy instead of juice. I told her I had never had to do that before.
She went into the kitchen and I heard a man yelling in Chinese. She came out and told me 6 or 7 times that the cook was "very angry but was remaking the order." While awaiting the remake she informed me she had added back the cost of the soda to the check. When she went back to pick up the remake the cook could be heard yelling again. She again advised me that he was angry he had to remake the order.
When the remake arrived I teased a bit in a light-hearted manner - asking if the food was safe since the cook was very angry. I again handed her my debit card to pay for the meal. She became very combative, and told me I didn't have to pay if I wasn't happy. I told her I wasn't happy but would happily pay for my order. She argued with me saying she didn't want me to pay if I wasn't happy and attempted to give me back my card. I requested 5 or 6 times that she just take the payment so I could go. She refused to keep the card, and picked up the remade order from the table - stating she would keep it and I didn't have to pay.
I reminded her I would take the food and pay for my order. She was still alarmingly angry, argumentative, and loud. I was really ready to go at that point. She kept pushing the card back to me and reaching for the food she had already given me. I was so surprised by her behavior, and this made an already strange situation worse. I took cash out of my pocket and gave it to her to pay. I picked up the food to leave, and she was still yelling "you are not happy," you don't have to pay. I have never experienced anything like that. I finally told her I was trying to remain cool but she was really pushing it. She finally shut up, and took the cash.
She lost her cool, blamed me, repeated the cook was very angry, and suggested I tell them in advance next time (by calling) if I wanted the food made like it had been in the past. She even said the gravy had turned to juice because I was eating out of the to-go container instead of the paper plate she brought. WHAT?!
During our conversation she said the cook told her that's how he always makes it. I calmly reminded her that wasn't true because its all I ever order, and I know.
I can't recommend them or frequent again because professionalism and quality customer service was totally amiss during today's visit. Even another customer chimed in, encouraging her to just take the money!
She was mad I wasn't "happy." Wow. It would have been understandable if I was trying to get food without paying! It was her interaction that made me the most unhappy, that and hearing the cook yelling.
I try not to judge people because you never know what another person is going through but she was very unreasonable, disrespectful, rude, and unprofessional.
Consistency, quality, and customer service are key to assuring customers are happy. It did no good to remake the order if you are giving the customer major attitude.
Yes the dish fell short compared to prior experiences, and that's okay. But both the server and cook could benefit from additional customer service training. read more