We used to love this place and get take-out from there 2+ times a month but something happened over the last 12 months and their philosophy on customer service became non-existant.
My girlfriend is vegan and we ordered (take out) pad thai without meat/egg. It had chicken, no biggie... We called them up and they told her that it did not have chicken in it and that we would have to take it back to prove they had prepared it wrong. When she brought it back, they hadn't even started cooking the food because they believed that she was lying. We swore we wouldn't go back...
Today we thought we'd give it another go. I ordered chicken pad thai and wanted to replace the shrimp with veggies. After putting the phone down for minutes, I could hear her talking to the manager. They wanted me to get veggie pad thai and add chicken (Another $2). She told me that this is because they pre-prepare their food.
We've decided to just get thai from Sa-Bai and they will get our 2+ times a month thai fix.