Really bad customer service

[Beth E. (NJ)]

I placed an order tonight for dinner from a local Chinese restaurant -- Delivery. I ordered a quart of wonton soup, fried pork dumplings, quart of beef and broccoli (for the kids), a pint of shrimp in lobster sauce (reliving my childhood) and (pay special attention here) eggplant in garlic sauce.

40 minutes go buy and the food arrives. My husband is helping me unpack it and he says "did you order 2 beef and broccolis?" Or course not, that would be crazy!

On further inspection we realize that one dish is the beef in broccoli and the other appears to be broccoli and mushrooms. Not what I ordered. So I called the restaurant because I figured they mixed up my eggplant with someone elses broccoli mushroom dish. The guy who answered the phone says "No, you ordered broccoli with garlic sauce, not eggplant." Come On! I know what I ordered. I even wrote it down on a piece of paper when I was planning out my order - and then I read the order from the piece of paper to the man. And I was so in the mood for eggplant in garlic sauce. I tried to explain that I would not have ordered 2 broccoli dishes and the person who took my order must have written it down wrong. The guy was like, "NO, you made a mistake." Then he hangs up on me. Not to be deterred, I call back.

I tried to be nice. Really I did. I said "I believe that the person who took the order might have written it down wrong, because I know what I ordered and that was the dish I was really in the mood for so I would not have gotten it wrong." I also explained to him that we order from the restaurant all the time -- we just ordered from there a few days ago and would he really jeopardize a good customer because he could not admit that he might have made a mistake. At this point my husband is standing next to me saying "what kind of customer service is that!" But he basically accused me of lying and then he hung up again. He just kept saying "You ordered broccoli and garlic sauce" again and again.

I tried to call him back, but I think he switched the phone to fax. When I called back a while later I wanted to find out if he was the owner or manager. He told me that his name is "Ming" and that he just works there. He would not supply me with the name of the owner or manager but he told me that they were not there. I asked him if he would be speaking to them and I suggested that he tell them that he cost the restaurant a good repeat customer all because he could not say he was sorry for the mistake (which was a $6.75 dish.) An apology would have made me happy but I cannot put up with being accused of lying.

I'm thinking that I might stop by the restaurant tommorow to see if I can speak to anyone besides the customer service oriented Ming.

Just thought I would share my dining experience with you all.

 

[TENIA66]

Boy, what a mess!!! Mine is more funny than anything, i ordered a big montana sandwich at the arby's drive thru one evening, and I asked for cheese sauce "on the side" the teenie bopper taking my order went silent for a moment and then asked, "ok, mam, the left or the right side?"

 

[simba928]

Wow! That was very rude of him. I think you should at least call the restaurant and try to talk to a manager/owner.

 

[Aimeedyan]

I'd have gotten in my car to go talk to him I don't handle being hung up on well.

 

[anewvance]

I hate when you get the wrong thing at a fast food drive through and you hand it back saying you ordered so and so and they INSIST that no, you ordered what you got. You just wanna say, hey i'm not stupid, i know what I ordered.. don't argue with me!

 

[LadyyRedd]

A few months ago, we ordered a ton of chinese food from a fairly new restaurant that had sent flyers out. There were some coupons in it. One was for a free Large Chicken Fried Rice with a certain $$ amount purchase. Since we had enough, we mentioned the coupon and were told it'd be about 30 minutes.

Food arrived and we put it in the kitchen. Took about 10 minutes to get set up for dinner. Went to get the food out and there was NO CHICKEN FRIED RICE! We had purposely ordered our other dishes with something else because we were getting the free one.

So I call the restaurant and the lady puts me on hold, comes back and asks......"Do you want me to have someone bring it out to you or do you just want me to put it on your order for next time?"

Uhhhhhhhhh...I wanted it to eat tonight! So she RELUCTANTLY sends someone out and it takes them another 30 minutes to get there.

Argh.

Kimya

 

[LoveWDW]

That is awfully insulting to be accused of lying. I agree with talking to the manager.

I've just about decided that before I leave a pick up food restaurant that I go through the bag and make sure everything is in there. We live too far to make a trip back, and we have no delivery out here in the boonies. Wendy's used to consistently leave out the almonds in their chicken salad, and they'd put in an extra noodles. The almonds really made the salad, and the fact that it was several times in a row made me then check every time. The first time I checked, I pulled out the second noodles packet and asked for almonds. I have noticed that now I get one of each every time. Kentucky Fry (KFC) tends to get the order wrong, so I watch carefully what is put into the bag.

 

[DVCLiz]

Boy, what a mess!!! Mine is more funny than anything, i ordered a big montana sandwich at the arby's drive thru one evening, and I asked for cheese sauce "on the side" the teenie bopper taking my order went silent for a moment and then asked, "ok, mam, the left or the right side?"

 

[Kermit]

That's the kind of thing that just infuriates me. I'm mad at him, too. I'd definitely go up to the store tomorrow and talk to somebody.

 

[Beth E. (NJ)]

Thanks for the support! right now it is pouring rain so I have yet to venture out to the restaurant. I am planning on going there to see if there is anyone I can talk too.

 

[Chattyaholic]

I'm a waitress and occasionally someone will order something, I'll bring it out and they say "that's not what I ordered."

Sometimes I do have to take it back, and get them what they "think" they ordered, but most times their companion will back me up and say, "yes, that IS what you ordered." In fact, one day I waited on 4 ladies. The one lady said "that's not what I ordered" when I brought the food out. I have learned NOT to "argue" with the customer, but say something like "Oh, I'm sorry, I THOUGHT that was what you ordered." So, I said that to her. The other three ladies she was with all backed me up and said "yes, that IS what you told her you wanted!" So she backed down and ate what she got...and it WAS what she ordered.

So, sometimes it is NOT the server/order taker's fault but it IS the fault of the one ordering, who THOUGHT he/she ordered one thing but actually SAID another.

 

[AllyandJack]

I had a massive craving for french fries, so I stopped at McDonald's and ordered a large order of fries. I get up there and pay for the large. I go to the next window and they give me a medium. I tell her I ordered a large and she says, "What's the problem? You still got fries."

HUH?!?!

 

[ItsonlyExperiment626]

I always have the person who takes my order repeat my order back to me so there will be no mistakes in my order. I too write down what I am to order by phone or in person so I don't forget anything and sometimes I still make a mistake in ordering.

 

[Grumpy's Gal]

I ordered RICE AND BEANS the other night at a mexican restuarant and our server brought me FRIES and BEANS.

No,no,no,no. Fries and beans????????

 

[momof3disneyholics]

This reminds me of the other day at McDonalds. I went through the drivethru and the line was pretty long and when I got up to the speaker I ordered an Ice cream cone. Pretty simple huh? Well, I was still 3 cars back when I placed the order and when I got up to the window my ice cream cone was sitting there really melting. The shape was almost gone and the ice cream was running down the sides of the cone. The lady at the window had the nerve to try and hand it to me! I told her no, I would like one that is not melted, so she made some comment under breath and took it back and gave me a fresh one. I noticed the fresh one was noticeably smaller than the first though.
I always hate going to drive thru's, but unfortunately with our schedules we have to do it often. Now, I know that job is not that hard, I have worked at Burger King and Sonic, so I know what it is like, so why is it so hard to get my order right? I said Cheeseburger, not Chicken Nuggets!