The food is good. Overpriced but good.
However, the owners are terrible business owners. Numerous times they've messed up our order or packed it so that it spills everywhere. They keep making it really spicy when we specifically ask for it mild. They're forgotten to put items in our to-go order. We've only ever once complained, when they'd prepared the meal with the wrong type of meat. I'd been meaning to mention our issues with food spilling and the food being too spicy the last few times I'd gone in, just to alert them that it was an issue, but I was finally fed up this last time. I ordered food from them last Thursday or Friday. I got the food to go as I was on my lunch hour. I placed it carefully in my car and made sure it did not tip. When I opened the bag at work, I found the weight of the pad thai had crushed the container underneath. The chicken curry had squished out and spilled all over the bag-- I'd dealt with the food leaking before, but this time it was all over the bag, barely any left in the container (a styrofoam container no less-- who puts liquid in a styrofoam to-go container?).
I called as soon as I got home from work-- no answer, which I realized was because it was the two hours between lunch and dinner, called back two more times that night and again the next day-- no answer. I was out of town the entire weekend or I would've tried again then. I called tonight to order more food and address the issue from last week. The "owner" (not sure if she was, she claimed to be, but I've been previously told it was a different person, a man) was extremely rude to me-- accused me of making up stories and asked why I didn't call immediately. I tried to explain to her that I did call (I called 4 times!). She said she's there all day, even between lunch and dinner, and she would've answered. As she was speaking to me, she got a call waiting beep, clicked over, and then came back to me complaining to me that I'd made her miss the call (hah, look at that!). I can think of at least ten times that we've called during business hours and not gotten an answer. Sometimes we even get their "closed until dinner" voicemail during open hours. She was extremely confrontational and condescending and told me that once the food is in my hands they have no responsibility for it -- no matter that they pack it improperly and use flimsy containers. And she said that she ALWAYS warns customers to carry it carefully-- Um, my food was sitting in a bag on a table when I walked in. I'd already paid for it when I'd ordered it and the counter girl pointed at it and said thanks. That was it. She also claimed that she always puts the heavier items on top to 'hold down' the lid of liquidy items. Hmm, so it would make sense that a heavy item could crush that flimsy lid that can't even stay closed on it's own. I know I always like to weigh down flimsy things with crushingly heavy items. I really appreciate it when grocery baggers put the soda on top of my eggs to prevent them from opening. Oh wait, no.
Such a good business model-- it's very smart to alienate customers over an issue with one entree when they're calling to order $40 of food from you!
If they care this much for such regular customers, I'd love to see how they treat everyone else.
Edit-- We caved. Their food is just to tasty. She remembered me from last time and we talked and things are.. *okay* (lol, I have a bad relationship with my Thai food dealer!) So what should be a scathing review really just becomes a somewhat pitiful endorsement of their food. :P I do think they were more careful in packing things this time. I'll give them one more star. I'm still irritated this all happened and I agree with others that the wait is always ridiculous. read more