UPDATE: November 9, 2016 - TERRIBLE BACKLOG IN ORDERS!
The food is still pretty good, although the ribs are almost always leathery and they don't put as much flavor in their fried rice as they used to. BUT, the biggest problem the last month or two is the new lady taking orders over the phone. They used to give you a number (#32 for instance)... when you'd go to pick up you'd tell her your number and get it right away--on a busy night perhaps waiting 5 minutes or so.
Lately, there is a middle aged Chinese lady taking phone orders. When I asked her what my number is, she said she doesn't give out numbers any more. The last three times we ordered, there was a 15-30 minute wait! (And it takes me 15 minutes to get to their shop from my home after I order--usually the order is ready when I arrive). So that means my order can take 45 minutes!
Well, last week I found out the real reason the orders are taking so darned long...
The new lady taking orders does NOT enter the orders directly into their POS computer system. Instead, she writes them down slowly--while on the phone--into a spiral notebook! Sometimes during the phone call (which seems to take way too long) she references either the menu or the items listed in the POS system. But she still writes them down in the notebook.
Ok... so then, she has 7-9 people waiting for their backlogged orders in the shop.... so when she gets off the phone, she struggles with the customers picking up orders. She asks each in turn what they ordered (no number given, so you have to detail everything you ordered!) The orders are backed up, so she looks anyway... "You have to wait a few minutes... but you can pay now". Ok, so the customer pays BEFORE he has his order.
Now... remember the order she just took over the phone? That's right, she stops taking care of the people in front of her and struggles with the POS system, looking over the top of her eyeglasses into the screen (very nearsighted!) and hunts and pecks her way trying to enter the order into the computer--often the owner (woman) comes out from the kitchen, and quickly enters the order... then returns to cooking.
Now, when someone's order comes up there is no number to call out, so she just asks who ordered the ____ with ___ and ___ and so on.... detailing the entire order.
Meanwhile, more phone orders come in... more people show up... while it seems to cause people to wait 30-40 minutes. (I waited 40 minutes last time!)
Oh... and because you already paid (some of the customers haven't paid yet), she will often ask a customer to pay AGAIN.
Solve the problem and TAKE THIS LADY OFF OF THE FRONT COUNTER!
1. Enter orders IMMEDIATELY into the POS system while on the phone.
2. Give order numbers (as before).
3. When customers pick-up, ask for their order number.
Done.
I estimate this lady takes 3-5 minutes just to take the order and write it down. THEN she takes another 3-5 minutes stumbling her way entering an order into the POS.
I've been a customer since this place opened but I will NOT be a customer any longer while this inadequate lady is taking orders and backing up everything. In the past, I'd make the phone call, drive 15 minutes, pick up my order (usually ready) and drive home. Round trip 30 minutes. The last few times it took a hour or more to get back home!
FIX THIS PROBLEM OR YOU ARE GOING TO LOSE CUSTOMERS!
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I agree with the other reviewer... This is the best Chinese food I've ever had--and I've had Chinese food from Paris to NYC where I used to live... and where there are many delicious choices for Chinese food.
The steamed dumplings taste about as good as the ones my wife makes (she is a very good Chinese cook). The dipping sauce that comes with it is fantastic! The sweet and sour chicken isn't the frozen chicken junk that other Chinese restaurants dump into the fat fryer... these are freshly made with a Tempura style batter. Even the S&S sauce tastes home made!
The General Tsao chicken is spicy and warming. Excellent. The fried rice is--again--FRESH made. The pork in the fried rice tastes smokey like a good quality Italian bacon. The egg rolls taste like they make them in-house. Not a bit greasy.
Oh... and don't forget to try their honey ribs. Sweet and smokey.
Again, don't bother with other Chinese restaurants in the area--even if you have to drive an extra few minutes to get there. This is a great place to call and pick-up a wonderful meal... the empty, large dining room with just a few tables should not turn you off. Perhaps they are planning a Chinese buffet to fill the space... hint hint!
(BTW... this week we ordered an extra plate of dumplings just to snack on the next day... yum!!!) read more
