| rev:text
| - I have been coming to this established for over a year now. At first, I was highly satisfied with the food, the service and the value. (see previous review). I would come here OFTEN. So much that the staff knew my face and order over the phone and in person.
When I was all "hibachied" out after the spring and decided to diversify my dining options. Last month, the hankering returned. I've come two previous times and I've noticed the customer service and quality of the food took a nosedive. (I even walked out on my last visit due to the service). I decided to give them in last chance in light of all of the other great visits.
Today I placed a call for pick up. When I called I was immediately asked to be put on hold without the business name even being stated (or stated so quickly it was unintelligible.) I proceeded to remain on hold for 6 minutes. By that time I'd arrived. (As a point of reference: Typically I call 10 minutes prior and am told the order will be ready in 5 minutes and it is hot and waiting upon arrival.)
When I walked in (still on hold) there were two cashiers working, two food runners, two chefs and a guy wandering around behind the counter. There was only one party in front of me. I stepped out, hung up and tried to call again and I was immediately asked to be put on hold. I hung up, stepped back in and wasn't welcomed to the counter but rather nonchalantly waved over as if I were interrupting the cashier's day.
I calmly asked to speak with a manager. The two cashiers didn't respond but just looked around. Finally one asked said to a very young man (the wanderer) who clearly was not the manager, "She wants to speak with a manager".
He just looked at me. Never an acknowledgement. I proceeded to explain to him that I'd remained on hold for six minutes.
He just looked at me blankly and said, "I'm sorry". No offer of atonement, no empathetic nonverbal cues, nothing. He followed up his lacking apology by asking , "So would you like to order now?" At this point I recognized his voice from initial six-minute-hold-call.
Clearly sensing a lack of managerial prowess, I asked again to speak to a manager. Only then did he state that he wasn't in. I told him I wanted to be contacted when he returned and he just said, ok. I then had to prompt him, to take down my contact info. He pulled a random stack of receipts and began to write the information. I told him that I would be following up later in the week if I didn't hear back.
I ordered and then he stammered, "I will talk to the rest of the employees about it."
This is the third consecutive visit where I've had an issue.
1st: skimpy portion
2nd: clueless response when I asked for extra noodles (and was willing to pay) due to the previous skimpy portion
And this visit.
Let me be clear. I understand that no establishment is perfect. As a former food service employee and customer service manager, I understand that there will be hiccups.
I've been a loyal client in spite of those hiccups:
1) I'd stopped ordering the chicken due to the dry, rubbery texture and switched to the steak.
2) I figured out early on that you have to specify well done onions and mushrooms because in their entrees these vegetables come out barely warm and still raw.
Still I stuck with them because the service was good, the the food is flavorful, portions were ample and the prices are great. Now only half of those statements are true.
I will update my review with the manager's response, if contacted as promised. However, until this poor customer service is resolved, I will no longer be patronizing this establishment.
For the solution to the problems is this:
Comprehensive customer service training for all employees, including how to handle grievances when they arise.
Good food gets customers in the door but good service transforms customers into patrons.
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