This evening, 7/3/20, I called in and ordered a 30 piece wing meal, half (15) Ranch and (15) half Butter Lemon Pepper. Since I'm a regular customer I noticed that the woman on the phone was black and I was pleased to see that the owners had hired a black employee, especially since this restaurant is in a black community.
My friend went to pick up the food and we began eating. Both of us noticed that the Butter Lemon Pepper was extremely salty. So salty that after trying two pieces each, we could no longer eat anymore. Now we live right down the street and order from this place often. We've never had any problems with the food but today there were several issues.
I called to let them know what was wrong. The woman on the phone immediately asked me if my friend put extra lemon pepper seasoning on the wings. I said that he had not. She then asked me if I was sure. I said no again and let her know that he was sitting with me as well and he also told her that he had not added any extra seasoning. She proceeded to tell us that they always use the same amount of seasoning. I said that I'm a regular customer who orders this all the time, its never tasted like this, and we couldn't eat it. At that point she admitted that they had a new cook. I then said ok... so what can we do about this. She said you can bring it back.
At that point we were annoyed that we had to return but he took the food back anyway. When he returned the woman took the food back and opened it up and appeared to be examining it, according to my friend. She told the cook to remake the order because we said it was too salty. He had to wait 15 minutes for the new order. Never apologized for the situation.
When he returned home we opened the container and noticed that only 11 wings were in the box, even though it was a 15 piece order.
I was livid. I called back and was asked to wait on hold... they must've forgotten they put me on hold because I waited for 6 minutes before someone picked up the phone and hung up. I called back again. When I spoke to the woman who was apparently also the manager, I thanked her for remaking the order and asked why we received 11 wings instead of 15. She stated that she could not replace the whole order because we had eaten some. I said I understood that we had eaten some but it was only 4 wings, 2 for each of us. We had to eat some in order to know that something was wrong with it, obviously. As I spoke she continuously cut me off and had a terrible attitude regardless of me being polite to her throughout this whole thing. I let her know that I was disappointed by her customer service and that she should have replaced the order of 15 wings because something was wrong with the whole order. She insisted that she wouldn't do that and proceeded to hang up on me.
Needless to say I WILL NEVER EVER be ordering from this place again. The manager was rude and had no sense of proper customer service. It's sad because I love the food at this place and, being a black woman, I was happy to see black people working in a place where I spend money. It's crazy that now black people are working there issues of customer service and poor food quality exist.
Let me say again, this restaurant has lost my business. I'll never return there as long as she is there and handling matters. I'm confident that if the owner, an older Asian man, or the other worker, a younger Asian guy, was there the entire butter lemon pepper order would have been replaced because they've always displayed good service.
Very disappointing and disheartening experience. read more
