I've been coming to this place for years and have always loved it, especially the owners, which makes this review really disappointing to write.
Something has clearly changed. We had a terrible experience during our most recent visit. Our order was wrong, we received sweet and sour chicken instead of orange chicken. We called right away to let them know and said we'd come back to get the correct order. The phone call itself was already a bad omen because she was already arguing with me over the phone and getting upset and telling us that we did order sweet-and-sour chicken and not orange chicken. The call ended by me explaining that we would be coming by to either get a refund or the correct order.
My husband was the first one to attempt getting the order. He was immediately met with aggression by the manager and what she was upset that we had put sauce on the chicken because she couldn't use it again. Which was appalling because she basically admitted that she was planning on reselling the chicken. She continued to argue with him and insisted the order was not wrong. She offered no solution, no replacement, and no apology. She then took back the chicken we had already received, which honestly made us uncomfortable, as it felt questionable whether it would be reused or resold. After letting people dining at the establishment, know what she just said about reselling the chicken,My husband came home with out a refund furious. So I decided to try to get a refund. When I walked in, the hostess looked like she had just finished crying. The manager walked in while I was speaking to her and started yelling at the hostess to stop crying multiple times. I can tell just by this interaction that she was not crying because she was afraid of my husband, she was crying because she made a mistake and was afraid of the manager. I can only assume that when my husband left, the manager was yelling at that young hostess and terrified her.I tried to speak to the manager about getting a refund, and I was met with immediate aggression, even though I was calm. She refused to give me my money, at this point is when I brought out my camera to film because she started acting erratic. Just to avoid me, she turned up the music in the restaurant to full blast so she couldn't hear me and started singing loudly and pacing crazily around the restaurant. I continued to film and sit in the chair, waiting for a refund. During this interaction, the "manager" decided to start mocking me and inevitably screaming at me in my face because I was filming our interaction. At this point, I just started matching her energy and screaming back because I was afraid of her. I blew air into her face like I would do a toddler having a tantrum while she was screaming, to get her away from me without touching her. I was in shock. This is when people from the back came out to see what was going on. A young man from the back finally showed interest in what was going on and took me to the side to talk to me calmly. This did not please the manager and she was pissed at him and would not let him talk to me. I feel so bad for him and I am assuming she will be retaliating somehow. This crossed a line far beyond poor customer service. I sat back down on my chair, calm down and continue to wait for my refund. That is when she decided to hock a massive juicy spit wad into my face. After this is when she FINALLY called the owner, Which should've been done to begin with, he came in to smooth things out and eventually gave me the refund I originally requested. Honestly the damage is done though so I will not be returning.
I also have a full video I am willing to post to prove exactly who the initial agressor was. I was calm until the manager was in my face screaming absolute nonsense while I continued to ask for a refund. I backed off and she proceeded to walk by and spit a large glob of spit into my face. This was honestly a situation where I should've called the police immediately when she refused to give me my money back and was acting so erratically, however, I've just never experienced this in my whole life so I was in shock and just really didn't know how to respond at the time.
This was completely unlike the service we've experienced here for years. I don't know if there has been a change in ownership or staff, but the customer service was disappointing and handled very poorly. I really hope this isn't the new standard, because this used to be one of our favorite spots. read more