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| - I should preface this by saying I'm not the person who complains at restaurants, never, ever. From 15-27 I worked in the industry at every level imaginable. Point being, I understand the ins and outs; the often unforeseen difficulties and don't feel right complaining to the often underpaid and under appreciated employees. But WTF Pei Wei, I can't take anymore from this location!!!!!
I've been a loyal Pei Wei supporter for years and years. And now as a father, I love it even more because on top of the usually great food and value, my daughter regularly has leftovers for school lunch; score! However, in three years of frequenting this location 1-2 times per month, I have yet to have a single experience that wasn't somehow flawed. Generally, they are small issues but tonight was just too much.
-First, I waited for three people to be served in the phone in line, while two employees sat laughing and neither one tended to the growing line of dine in customers. (Ok, breath; the issue is out of the way early and the rest will be smooth sailing, right? No!)
-We go to place our order and learn that they are out of eggrolls and spring rolls. Really? How exactly do you run out of such common items at a large chain?
-next we proceed to the drinks. The sprite my daughter wanted was out. The coke I wanted was out. I asked if they could be refilled, only to be told immediately, coldly, and with no apology, they were out. As a former manager I understand food cost, unforeseen rushes, space etc. but to run out of coke and sprite????
-moving right along... our food arrives! As mentioned, my daughter likes the leftovers for school lunch. So, I always pay extra to get extra chicken in her dish. When it arrived there were a whopping SEVEN pieces of chicken. I politely asked the runner if that was extra chicken. Her response? "Can I see your receipt" she saw that I had paid for extra, and said"well, that looks like extra to me." She's had the exact same dish for three years, I know what regular and extra chicken look like. And this, this was barely enough to qualify for regular chicken, let alone the extra I paid for.
-And now, just when I think things can't possibly get any worse comes the real kicker. About halfway through dinner my daughter predictably needed to use the restroom. Both our bowls were half full. But if that didn't signify we were still there, I was certain that her school book, school papers and pen sitting on the table would have clearly signified we were still there. Yet upon returning to our table, a short 2-3 minutes tops, I watched as the same lady from earlier stacked our food, dishes and trash on top of one another. She seemed more offended than anything by the fact we were still there. Gone for two minutes, food only half eaten, and a stack of school supplies...WHY IN HOLY HELL would she think we were done?!!!!? So much for finishing the meal I had paid to eat.
We live less than 90 seconds from this location and have been long time regulars for multiple times a month. Yet despite the proximity and general enjoyment of the Pei Wei chain, we will never return to this location. My business (or lack there of) will have no bearing on their success or failure, I get that. But after overlooking and righting off years of failures on their end, tonight was the giant final straw. There is zero accountability here, zero consistency in the product, and not even a facade of customer service.
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