Xiaoli ..
Yelp
They never apologized for the delay in service, simply informed me that they're working on it and I had to wait an undisclosed amount of time after already waiting double the amount of time. The manager/owner responded to me curtly and dismissively, telling me to "take a seat there and just wait" because they were busy, in a tone that was condescending towards me for simply asking that question. I had a crying baby in my car at the curb, of course I had to consider leaving the order given a lack of time estimation. Prior to that, I had no reason to be upset, my interaction with the hostess had been perfectly pleasant.
Although I was understandably upset, I never acted aggressively. The restaurant's response was unreasonable and escalated the situation further by accusing me of being aggressive when I was definitely not. The false accusation was distressing and was quite uncalled for. I did not express myself physically in any way, I merely spoke with an upset tone while remaining polite in my words. It seems that the restaurant owner will classify any minor unpleasantry as aggression and step up their attitude in turn.
Despite the initial very unpleasant interaction, and that I had a crying infant, I still returned to pick up and pay for the food despite the very unpleasant initial interaction because I genuinely wanted to support what I thought was a good local business. Instead, after paying, I was treated like a thief over a receipt signature. Rather than simply asking for the signature, their staff acted aggressively and even physically stopped me, which was completely inappropriate. My kindness was rewarded with even worse treatment.
The situation could have been easily defused if they had treated me with basic courtesy as a customer experiencing frustration. Instead, they escalated the situation at every opportunity, placed all the blame on the customer, failed to follow their own stated policies, and were dishonest about what occurred here. I would urge others to keep this experience in mind when considering this restaurant.
To the owner: if you were the manager on duty that day, then I'll offer this advice, you are in the customer service business. If escalation and deflecting blame are your default responses, and if you lack the ability to reflect upon a situation and learn, you may be better suited to a different line of work.
This entire experience, from the encounter at the restaurant through your response here, was a needless waste of my time that could have been avoided with basic professionalism and some very simple courtesy.
