Cathy M.
Google
I've been coming to this restaurant since pre-pandemic and it seems to have gotten worse over time.
I haven't ordered for a few months, but wanted to get rice cakes today so I decided to order from here over phone.
I got three dishes to go. When I picked up my order, I reviewed the receipt stapled on the takeout bag and noticed one of the dishes was different than what I had ordered. I asked the worker if the dish in the takeout bag was the same as the dish I ordered (I pointed to the item on the menu). She said it wasn't. I said confused, "Oh, I ordered this menu item, not the one in the take out bag.")
And then she got hostile. She raised her voice and said, "No, that's NOT what you ordered.'
Really? You're telling the customer they did not order what they said they ordered?
Because of her hostile tone, I decided to leave as quickly as possible. I did tell her firmly, "Yes, I ordered this menu item." She kept arguing as I got out my money to pay for the order. "That's NOT what you ordered, I heard you loud and clear."
it's like if I went to a burger place and ordered a burger, was served a chicken sandwich and pointed this out, I would be told, "NO you did NOT order a burger, you ordered a chicken sandwich."
Then she said at the end, "Do you want to switch it?" But because of her terrible customer service, I already decided I just wanted to leave and never come back.
The remedy for this mistake is super simple. If a customer said, "Oh, I ordered a different menu item." ALL YOU HAVE TO DO is offer to switch the item. If she had since simply, "Oh, no problem, do you want to switch the dish to the one you ordered?" I had not even opened the take out bag, I was simply reading the receipt.
Maybe the owners were having a bad day or maybe they had dealt with an unpleasant customer earlier, whatever the case, they decided to take out their frustration on me. I am just one customer and perhaps they don't care if they lost my business, but as a business owner myself, I know for sure this nasty defensive attitude will not get you far.
Here's a recommendation:
Add online ordering to your website. Then you won't have to mishear phone orders and you have documented proof on what the customer ordered.
There are many Chinese restaurants in the area, don't bother going to this one.