Yes, their food tastes good for the most part, but there are things that are more important than taste. Some restaurants, when they get popular, continue to give great customer service. Some restaurants get cocky and think that they can treat people poorly and it won't matter to their business. On Rice Thai is one of those restaurants. I have been eating there for years, ever since they first opened and were not so popular and over the years I've had to deal with college students who were fairly rude on the phone and an owner that didn't have much of a personality. I did it because I liked the food.
However, yesterday things took a drastic turn for the worse. Because of the economy and the loss of a job in our family, we have not had the disposable income that we once had. Regardless, I wanted to treat my mother to her favorite food, Thai, for a very special birthday that she was celebrating. I ordered three dishes from the BARKLEY location to bring home to her my brother and my 4-person family. Not a feast, but enough for us to all have a little bit for dinner as a treat.
Now On Rice Thai has a coupon that they print and distribute CONSTANTLY and have been doing so for a very long time. It is for 20% off a purchase of $25 or more. I really needed to take advantage of that coupon last night to purchase this meal for my mother. Because of my financial situation, it truly was a stretch for me, even with this coupon. The page that it was printed on had a number of other coupons and they all had expiration dates of either Jan 31, 2013 or very near that date. I looked at the coupon for On Rice Thai and thought it said it expired on Jan 30. Well, when I got to the restaurant to pick up my food they wouldn't honor it because they said that in fact, it had expired Jan 3rd. Now, first of all, why would they have a coupon expiring Jan 3rd that was distributed the first week of January when every other business and restaurant on the same page of coupons expired at the end of the month?
Well, I basically pleaded with the person at the register to honor it. It was humiliating, but those of you who have been hit hard in this economy and after 20 years of experience and college education have found yourselves making less than you made in college (like my family) can understand that spending $30 is a huge splurge. That $6 actually does make a difference to my family now. Anyways, long story long, I was literally in tears because I was so embarassed to have to "beg" for them to honor the coupon. After asking several times and being made to wait for 30 minutes, they offered me a 10% discount. I took it because at that point, literally, my very elderly mother and teenage daughter had been waiting in the car for 30 minutes and the temperature outside was around 30 degrees. I don't even know why I was made to wait for so long?
So, the irony is, today I got yet another page of the coupons in the mail and guess what, ANOTHER On Rice Coupon, this one with an expiration date of Jan 31st. It's not even like the coupon was a one-time thing. Maybe I could understand not honoring the coupon then, but not if they are constantly cranking them out.
I felt so defeated last night and of course wiped my tears away and didn't let my mother know what happened. I didn't want to ruin her birthday dinner. But today, when I saw the coupon in my mailbox, all I felt was anger. I have patronized this restaurant at all of its locations for YEARS and spent a lot of money there over time. They had such poor customer service that I had to literally beg them to do me a "favor" and honor this coupon. I seriously had my head hanging low as I walked out I felt so humiliated and now wish I had not said anything and instead walked out.
So, tonight I called to talk to the owner and the first thing I asked her was what her name was and she proceeded to say verbatim "I don't know what you're calling about and I don't know YOUR name so why should I tell you." In fact, I had given the first person who answered the phone my name. Very rude indeed!
After I told her everything that happened last night she simply said "okay". Nothing else. I couldn't believe it. I asked her if that was all she had to say and she asked me what else she could say. I told her that possibly an apology for humiliating a good customer was in order and then of course she said she was sorry. But then she asked if I wanted anything else and I told her that a good business would have offered me a free dish at a future time and she, of course, said NO.
So there you have it. I will never eat at any On Rice Thai again, nor will I recommend them to anyone I know. I'd prefer to eat at Busara, where the owner is friendly and would never humiliate a good customer.
Shame on you On Rice Thai!!!!!! read more