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| - This is my 50th times visiting this particular Congee Queen, since they opened...
Why the ONE star rating? That is because my dining experience yesterday (November 7, 2015) with my family was destroyed... My confidence is their ability to be customer focused is down to ZERO!
I am a regular customer to this Congee Queen since they opened. I used to visit their Don Mills and Steeles location as I also knew their manager Lara from her management debut 15 years ago at the first Congee Wong location at Kennedy and Highway 7.
As the Commerce Valley location is closer to my hood, I visited this one quite often. It became my regular joint after each vacation and every time I considered a quick meal with good food and value. I went there so often that I knew their regular servers: Tina, Alice, Stephanie, and even their manager Candy whom Lara introduced me when I bumped into her once.
My favourite dishes were their fresh fish selection and BBQ meats.
We decided to host a family dinner for our out of town guest versus the banquet style. restaurant. I booked Congee Queen on Friday November 7, 2015 for 10 people.
When I got there at 5:40 p.m. (just to be sure that I could make sure, that I could get some fresh fish, because in my last visit a month ago, they told me that they gave away the fish that I ordered through Stephanie...). I wanted to make sure that the fish entrée was available for my family as most people enjoyed a scrumptious steamed Green bass.
I was very happy when I was greeted Tina, my regular server who is excellent. She showed us a table, which was quite close to the front door and had no room for my Mom's walker. After talking to her, she provided us an alternate table close to the BBQ counter, the kitchen and the washroom (for a very senior person like my Mom, this is important).
To ensure that the last 'missing' fish incident did not happen, I spoke to Tina right away and she confirmed that they have green bass available. After I sat down, I talked to Stephanie and asked her about the size of the fish as we had a family of 10. She was very prompt and came back, and informed me that the largest fish weighted about 1.75 pound. Therefore, I asked her to reserve two Green bass fish just to be sure. Stephanie was quite efficient, went to the kitchen, and told them to reserve two fish for us. Therefore, I was so happy that we secured the Fish entree... (And so I thought :( )
Everyone arrived promptly at 6 p.m., which was a bonus... as we were all excited to try Congee Queen for our first family 'banquet' of sorts....
As the regular servers were not around (Stephanie, Tina, Alice, Candy etc.), we got ourselves another server but figured that we could work with her as she wrote everything down and repeated to us:
We ordered the following and she was writing down our selection in the following order:
1. One whole BBQ duck
2. BBQ combination with BBQ pork (crispy skin) and BBQ pork (sliced)
3. Pea shoots with Kings Mushroom
4. Hot pot with assorted mushroom and Gluten vegetarian dish
5. 2 Green Bass (steamed) and she confirmed that we wanted plain steam with onion and ginger.
6. One lobster (regular size) with spicy sauce - the server confirmed that it was a regular size and not the 3-pound variety.
7. Chinese broccoli and beef fried noodles
8. Fish Maw soup with egg drop (large pot)
9. Jelly fish dish on its own (she confirmed that we could not put it together with our BBQ meats and we said okay because it is a tradition to have jellyfish with the BBQ pork)
The server repeated the above and went to put our order in.
Well, the BBQ duck, BBQ combination, jelly fish came out first. Then the soup, hot pot, pea shoots came with the noodles etc.
But we figured that the fish might take a while...
Also, we ordered a Yang-Chow Fried Rice because we wanted to have it with the fish...
I needed to explain something - My mom is a very old senior with dentures so the fish entree was the only dish that she could enjoy and chew...
*****Guess what! The Fish never arrived! *******
I figured that because the restaurant was getting busy and it might be delayed... NO! It NEVER came. We asked one of the servers to check it and she said `sorry it is no longer available`. I almost fell off my chair.
So I thought like a good client, I approached the manager looking person (he is the person who does not have to wear a uniform or apron). He said ``No, it is not on your order`` and left.
NO APOLOGY! NO follow up.
As we sat closed enough to the kitchen, we saw the other tables with our fish.
I had enough of it and went to talk to Alice, the assistant` lead server. She listened to me and quickly told me "sorry, but we could give you free dessert" and ran off.
Really? Free dessert?
I always get free dessert when I visited all the previous times.
By this time, I had enough of their arrogance, lack of customer service and simply disappointed at knowing that I will never go back there again.
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