I am writing to express my disappointment and concern regarding the experience my coworker and I…read morehad at your restaurant today.
My coworker and I have been regular customers for almost a year because we genuinely enjoyed the food and the overall experience. Unfortunately, our visit today was extremely upsetting because of the way we were treated by the manager, Ms. Yang (possibly Rihanna Yang).
During our visit, there was a misunderstanding regarding our order. A chicken dish was brought to our table, but we had not ordered it. I immediately explained that we did not order this dish and that I do not eat chicken due to an allergy/preference. We had ordered a fish dish instead.
Instead of calmly checking the order or trying to resolve the misunderstanding, Ms. Yang repeatedly insisted, in a very loud voice in front of other customers, that we had ordered the chicken dish and that we had to eat it. She continued saying that we had to accept the dish and pay for it, even after I explained multiple times that we did not order it.
The situation became very uncomfortable and embarrassing. Other customers were watching as she raised her voice at us. I politely asked her several times to please calm down and not speak to us in that manner, but she continued insisting and arguing. I even confirmed with my assistant, who was sitting with me, that neither of us had ordered the chicken dish, and she also confirmed that she had not heard us order it.
A professional way to handle this situation would have been to apologize for the misunderstanding, check the order, and offer a solution. Instead, we felt pressured and disrespected. By the end of the interaction, I had completely lost my appetite and could no longer enjoy the food we had ordered.
After asking her to remove the dish, she eventually took it away but told us that we were no longer welcome at the restaurant. After being loyal customers for almost a year, I found this response extremely disappointing and unacceptable.
I understand that mistakes can happen in restaurants, but the way a situation is handled is what defines good customer service. Unfortunately, the way this matter was handled was unprofessional, embarrassing, and made us feel unwelcome.
I hope this feedback is taken seriously and that appropriate steps are taken to ensure customers are treated with respect and professionalism in the future.