Chris B.
Yelp
Food: 5/5. Customer service: 1/5
I'll start off by saying that myself and my family love China Wok's food. Their chicken is high quality, they have the best crab Rangoon are the best in town, everything has always been fresh. I've never had a meal here I haven't enjoyed.
Since the start of the pandemic we have made it a goal to support local businesses that we enjoy at least once a week that are close by to us because we want to see these places open after things return to normal. China wok has been a regular on that rotation, I'd estimate about once every week. I've easily spent hundreds of dollars with them since March and up until today have had nothing but positive experiences; food is labeled, their curbside system is efficient, and their food is fantastic.
Today my coworkers and I placed an order for delivery. We ordered 6 entrees and a couple sides. Delivery was through Grubhub. When the food arrived, we noticed that one of the entrees was missing. We immediately called China Wok and were told that since our order was under $70 (our grubhub total was 85 but they got $63) that we would have to contact grubhub to have a new delivery driver come out. After an hour and a half on the phone with grubhub, we ended up having to spend an additional $8.50 to get the entree delivered, which originally cost 7.50.
I called China Wok afterward to express our frustration at the situation and the difficulty in attempting to get the order fixed. The person on the phone apologized and went on to admit that their kitchen had forgotten to make the entree. It was extremely frustrating to find out that the issue was entirely on their end, yet we had to jump through hoops because we didn't order directly through them, even though it was their choice to use grubhub as their delivery service although they have previously delivered independently. I gave them multiple opportunities to make this right. A discount for the extra money we had to pay, or something more than a hollow apology would have kept 6 happy customers as return customers. Instead, we were shown how much they value their customers.
I'm honestly sad because I love their food, their ordering is convenient, and it is close to my house. After this experience I can't give them more business as it stands. I offered multiple opportunities to make this right and we were offered nothing more than a "that sucks" for the money out of our pocket and time lost due to their error that they admitted. A business that cared about their customers and reputation would likely want to retain their return customers, but I guess that shows the character of the people working here.