Mr. BFS and I were craving Chinese last night, but our favorite place is closed on Sundays. So we called our 2nd favorite and ordered our norm – General Tso’s Chicken and Chicken and Broccoli for pickup. And now, I doubt I will go back.
Picking Up the Order
This part wasn’t so bad. I walked in, waited for the person in front of me to finish paying, and asked for my order. I handed them my credit card to pay and saw him bring out one of those old, mechanical, credit card copy machines. He explained that the normal machine was down. I didn’t mind, but took back my credit card, and handed him the last of my cash. That covered our meal and a nice tip even though I was picking up my own order.
The Main Issues
When I drove back home and handed over the food, Mr. BFS had his General Tso’s Chicken, but I had Beef and Broccoli. I really do not enjoy their beef – it’s spongy. So I called at 5:50pm and explained that I received Beef and Broccoli instead of chicken like I ordered. I then asked if they could just make a note so I could order it for free a different day since I did not want to drive back out again.
No, they wouldn’t make a note. I had to drive back out to pick up the correct order. So, my first question:
Why didn’t they offer to deliver my corrected order?
I didn’t think about this until later, but that would have been the appropriate way to handle this.
So I waited the time they quoted and drove back over. It’s now 6:15pm. The woman in front of me pays by credit, so that process with the old card copier takes 7 minutes. It’s now 6:22pm. Then I get to the counter and ask for my corrected order. The guy acts surprised that there was a wrong order, but I handed him back the Beef and Broccoli minus the few bites I took to make sure that I couldn’t just suck it up and eat it.
He sends his younger coworker to the back to have my corrected order made. What?! I had called 30 minutes earlier!
I ask the younger guy why my order wasn’t remade when I called 30 minutes ago and he says that he wasn’t working the phones. So I look to the older man, and he just gives me a blank stare. No explanation and no apology. So I wait for my new order and finally make it out of the place by 6:40pm. Still no apologies.
I seriously wanted to ask for my earlier tip back. These shenanigans make me an hour later than I wanted to be to pet sitting. Luckily, Pendek and Zim, my current awesome pet sitting pup and kitty, are fine when I get there. No accidents.
Not Going Back
Now I don’t want to go back for two reasons:
2. It happened 2 visits ago too! My friend and I were eating in the restaurant and I ordered Mongolian Chicken with steamed rice. I received Mongolian Beef with fried rice. First I noticed the rice, and they brought out steamed. Then I noticed it was beef, and they asked if it would be okay. I tried to eat it, but the beef was spongy as usual and the Mongolian seasoning made it worse. So I asked for Chicken and Broccoli instead. I blew off this experience since I did end up happy, but along with yesterday, I know that this Chinese place doesn’t care enough to read what they write down or to follow through well when they make mistakes.
I’m a little sad because their seasonings and sauces are good, plus they are much closer than our favorite place. But they cost 50% more and their customer service stinks. So, their loss.
Do you have any bad customer service experiences to share? Come on, vent away!