The last time I came here, I found a dead fly in one of the dishes. What shocked me even more was the way the staff handled it. The server didn't apologize or seem concerned at all. She simply removed the part of the food with the fly and acted like nothing had happened. Because of that experience, I hadn't been back for more than six months.
Today, I was exhausted and only came back because it was convenient to order takeout. I asked a server named Kiki how long my order would take, and she told me about 10-15 minutes, 20 minutes at most. Since they give customers a pager, I went to wait in my car.
About 17-18 minutes later, my pager finally went off, so I came back inside. I saw an order ready in front of me and handed Kiki my pager because I assumed my food was ready. She told me, "That's not yours." I said, "But my pager went off, so isn't my order ready?" She said she didn't know, but the order in front of me wasn't mine.
I could clearly see another one bag containing the fried skewers from my order was already ready, so I asked if she could at least give me that part. She refused and said she couldn't give it to me because everything had to be given together.
Later, I asked the manager about this, and even the manager was completely confused and told me there was no such rule.
I then asked Kiki where my malatang was. Again, she simply said, "I don't know." I asked if she could please check with the kitchen, especially since the pager doesn't just magically go off on its own. Someone has to trigger it when the order is supposedly ready.
Instead of immediately checking what happened, she acted like she had no idea and casually claimed that her coworker had already gone into the kitchen to check on my order. That was not true. The other employee had gone into the kitchen for something completely unrelated.
Another 10 minutes passed. Kiki still showed no concern, offered no apology, and made no effort to go into the kitchen and find out what had happened. Then another five minutes passed. By this point, I had watched people who ordered after me pick up their takeout orders and leave.
When I asked again, she finally went into the kitchen. She came back and told me that my food was "already cooking." I asked how much longer it would take.
Her response was unbelievable. She said, "You ordered 3.87 pounds, almost 4 pounds of food. Isn't it normal that it takes longer to cook?"
So now the long wait was somehow my fault because I ordered too much food?
When I questioned her attitude, she responded that she was "just telling the truth." Then she started claiming that the pagers "mess up all the time," basically making it clear that, according to her, none of this had anything to do with her.
When I asked for her name, she became defensive and said, "I didn't do anything wrong, did I? I've been watching your order for you the whole time. No matter what I do, I'm wrong!" She then told me she had already spoken to the manager and that if I had a problem, I could go talk to the manager myself.
What kind of customer service is that?
When I finally spoke with the manager, the manager was also extremely confused by what Kiki had told me. First, the pager did not randomly malfunction the way Kiki claimed. The pager had been triggered even though my food was not ready. Second, instead of acknowledging the mistake and immediately checking with the kitchen, Kiki repeatedly denied responsibility, made excuses, gave me misleading information, and spoke to me with an incredibly dismissive and defensive attitude.
I ended up waiting more than 40 minutes for a takeout order after being told it would take 10-20 minutes at most, while customers who ordered after me received their food and left before I did.
After the dead fly incident during my previous visit and now this experience, I will not be coming back again. The prices are high, the service is terrible, and Kiki's attitude toward a customer who was simply asking where her order was was completely unacceptable.
Waiting longer because the kitchen is busy is one thing. Mistakes happen. But refusing to take responsibility, making excuses, giving false information, and then blaming the customer for ordering "almost 4 pounds" of food is something else entirely.
Absolutely ridiculous experience. read more