Lucy S.
Yelp
Inedible food and even worse service.
I have gone to the original On's many times over the years and love that they carry my favorite Thai soup - Khao Soi, as many Thai restaurants do not! So I was excited when the express location opened in Highland Park near where I live now. I've only ordered from this location one other time so far, I got an appetizer and it was fine, but this week I decided to splurge for the pricier $16 Khao Soi and treat myself to one of my favorite meals. I ordered around 7:30pm, and picked up my takeout right before they closed at 8pm.
When I got home and went to transfer the soup to a bowl, I immediately knew something was wrong when the soup came splashing out with a very odd chunky texture. I paused wondering if they had changed how they served the protein and put ground meat in it, but no - the dish came with whole chicken drumsticks. After taking a closer look, I realized the chunks had to be coconut milk, either bad or just curdled. Huge bummer, I knew they had already closed so there was no way to get a replacement for dinner at this point, and although it smelled okay and was probably "safe" to eat, it was so unappetizing and clearly not the way the dish is intended to be served. I ate my wontons and rice for dinner and planned to call the store the next day for a refund for the curdled soup. I even sent the photo to a friend who's family operates another local asian restaurant, and immediately they said it was bad coconut milk.
When I called the next day, I explained what happened, I was very nice and reasonable in my approach, didn't even express being upset, just requested the money refunded for the one item that was not edible. The person I spoke to told me he would be happy to re-make the soup for me. I re-iterated that I was looking for a refund, and we started going back and forth as he insisted that was the only thing he could offer me. Not only was it too late to "re-make" my meal for dinner from the night before, but it was truly so unappetizing I had no interest in ordering from them again any time soon and a replacement soup was not a suitable solution in this scenario.
It became clear to me that he had gone on the defensive and felt that I was either lying about the food, or accusing them on serving expired ingredients. He kept stating things like "we don't serve expired food", and "if you had tasted it, it would've been fine". I clarified a number of times that I thought most likely the milk had just curdled and I BELIEVED that they don't have any expired products on hand. He held his line that he would only be offering me a replacement soup because "the soup was correct, the chef tasted it, sometimes the vinegar makes it look like that, but if you had tried it, it was correct". At this point I felt I was being accused of lying and literally told him "listen, I'm not trying to scam you out of $16, I spent money for food that I could not eat. I just want a refund so thats not wasted money. If you have an email I'd be happy to send you the photos to prove I'm not lying." He basically ignored that and repeated his line about re-making the soup for me "whenever I wanted it". At this point I am upset and told him the soup looked disgusting (look at the photos - it looks like there is baby vomit in it), and I had NO interest in a replacement soup, and then I asked him "so what if it had been a hair in the food. would you still refuse to return the customers money?" and his reply was "we don't serve food with hairs in it." WHAT?!?! Obviously no one intends to ever serve a hair on food, but it does happen, human error exists. And funny enough... I found a google review from this location, stating they found hairs in their food! The restaurants reply to that person was also filled with attitude and attempts to avoid taking any responsibility.
At no point did this employee bother asking for my name or order number, so it was a bit weird he kept claiming "the chef tasted my soup" and he KNOWS it was "made correct", because how would he know? Sure - maybe he was working that night, but it was clear he was not even willing to consider the possibility they had served me an unsatisfactory dish.
I've worked in the restaurant industry for years - mistakes happens and there are times there will be issues with the food, no one and no restaurant is immune to this reality. I've also had this exact soup dozens of times in my life, I've made it myself, and I know how it should look, and what texture it should have. I am not one to write reviews like this (I had to literally create a yelp account for this), but I have NEVER experienced customer service this bad. I have never been argued with by a business refusing to acknowledge they may have made an error and refusing a refund in the case of bad food. Business 101 - what NOT to do.
Go check out their Google reviews, they have a number of negative reviews with rude gaslighting responses from the business. AVOID.