I would give ZERO STARS if I could. Here is why:
I tried to call in a take-out order, but nobody answered - even after 3 attempts.
When I walked with in my 9 month old, it seemed busy, but nothing crazy. Hot AF, but I figured it wouldn't take long. I was 3rd in line and there were some people who had already ordered and were waiting for their food. I placed my order with the lady with the short hair - 2 lunch plates: 1 roast duck w/ fried rice and 1 oyster sauce chicken w/ fried rice. I saw her write it down. Then I moved to the side to wait for my food.
After waiting 30 minutes I began to notice that people who ordered after me were getting their food. At least 3-4 people that I remember came after me got their food, I then tried to ask her but she ignored me. Finally, I cut in before she could take another order (apologizing to the next customer) and told her that I was waiting for over half an hour and saw at least 3 people who came after me get their food. She looked confused and asked me what I ordered. So I repeated me order. She fumbled around and said "It's coming." She took the next customer's order and then asked me again what I ordered. For the 3rd time I gave her my order. Then I saw her write it down AGAIN and give it to the kitchen. Sooo.... it wasn't coming when she said it was - SHE DIDN'T EVEN PUT MY INITIAL ORDER IN!
While waiting AGAIN, my husband took our credit card with him to get a drink next door.
I waited 10 more minutes, then she asked me, "You ordered the roast chicken?"
NO. "NO... I SAID ROAST DUCK W/ FRIED RICE AND OYSTER SAUCE CHICKEN W/ FRIED RICE." By then the customers after me had also repeated my order.
She opened to "check" 2 plates, bagged them, then said these were my plates and motioned for me to pay. I told her my husband had the credit card, but will be back in one second. So I told her to let the next guy pay. When he went to pay, she then started to hand him the bag of 2 plates she said was mine. Other customers saw this too, and they spoke up at the same time as me "Um, that's the wrong food!" She got flustered and was like "Oh oh, yeah." THIS WAS BEYOND RIDICULOUS. Everyone who was paying attention to what was happening was laughing in disbelief. The guy after me even said, "Poor thing. It's sooo hot in here, too," in regards to my baby who was sweating. "I know," I said, "We've been in here for almost 45 minutes."
My husband came in with the credit card. I walked back to pay. "Roast chicken & fried rice, right?" she asked...
WTF?? "ROAST DUCK WTH FRIED RICE AND OYSTER SAUCE CHICKEN WITH FRIED RICE!!"
"Oh oh, that's right," she said handing me the same bag as before. While she was running my card, she laughed, "I almost gave you a different bag and the other guy yours." .......... not amused "yes, you did."
BUT WAIT! THERE'S MORE!!:
When we get home and open our plates, what did we get??
2 ROAST DUCK w/ FRIED RICE PLATES. Not the 1 Roast Duck w/ Fried Rice and 1 Oyster Sauce Chicken w/ Fried Rice that ordered FIVE TIMES!!!
I immediately called them. After 5 tries, they FINALLY answered.
"Hi. I was just there and ordered 1 Roast Duck w/ Fried Rice and 1 Oyster Sauce Chicken w/ Fried Rice."
"Yes," She said.
"You gave me 2 roast duck plates."
"Oh... I'm sorry. Just bring it back and I'll give you the right one."
"No, I can't go back right now, I already waited 45 minutes and am home."
..... small pause.......
"What was the plate you was supposed to get?"
I repeated it to her yet again.
"Ok, just bring back the other plate and we get the right one to you." She said.
"No, I said I can't go back right now. We waited a long time already and we're at home now."
She starts to give me attitude, "Ok so what you want me to do then?"
"Idk, either refund that plate or put us down for a oyster sauce chicken w/fried rice credit for a future order," I said.
"Ok so I can give you that - you come back now?"
"NO! I am not going back right now. I can go back later!"
"When later?"
"I'm not sure, but usually when places get the order wrong they either refund it or put the order on credit for any time in the future."
..... I could tell I was getting NOWHERE with her. Not like we got anywhere before.....
"What time do you close?" I asked.
"5:00"
"Ok, I'll be back at 4:00."
"Ok," she said.
"Ok, do you need..." *** click*** SHE HUNG UP!
I was trying to ask her if she needed to take my name and number down so she'd remember when I came back in later. But I guess her memory is so pristine that she didn't need to.
We shall see. And I will update.
Side note: When she told me to bring the 2nd duck plate back so she could give me the correct oyster sauce chicken plate - I thought, "Why? It's not like you could sell it. Or would she?.... "
Food for thought the next time you contemplate buying food from Roast Duck Kitchen.
ALSO, she told me they close at 5:00. It's says here on Yelp that they close at 6:00. Interesting.... read more