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  • Ordered delivery from here last night around 4:30-4:45 via the Yelp app. I only ordered two things: chicken pad thai (specifically asked for NO PEANUTS even though they were not listed on the item description) and spicy basil chicken (paid $1.00 extra for brown rice). I chose these options during checkout and wrote the special requests in the instruction box as well. The estimated delivery time was 60-75 minutes, which was fine even though we were extremely hungry. Our car broke down on our way back to Cali and was in the shop so we couldn't really leave. There was nothing in walking distance either. About an hour later we get a call from the delivery driver asking what floor we were on and our room number so he could bring the food up. I had already written this info in the instructions but okay. My boyfriend answered the door and takes the food from someone that he states is dressed like a "bum" and definitely does not look like he should be delivering food. I laugh it off because I'm so hungry that I don't even care. We open the single bag of food only to discover there are no forks and no napkins. I then open the containers of food to find peanuts on the pad thai (I specifically asked for no peanuts), which looks like it was sitting for 20 minutes before even being driven to us. The noodles were dry and hard. I open the small container to discover white rice, not even the brown rice that I had paid extra for. The container of spicy basil chicken was the only thing still hot and that had flavor, but was sitting in a pool of really oily sauce. At this point I'm upset because we had to go downstairs and get silverware from the front desk before being able to even eat our already cold Thai food. During this time I called the restaurant to complain because I really think that everything that went wrong in our order is actually so simple to get right that there are no excuses for this kind of mishap. I spoke with a young man with poor customer service skills, he didn't seem like he even knew what to say. I explained everything that was wrong with the order and never once did I receive an apology. I mentioned there was no plastic forks in the bag and the young man on the phone says "Did you want me to bring you forks". Now, I'm pretty reasonable and said no because I can get them downstairs but the fact of the matter is I shouldn't have to. I requested a refund and I believe he passed the phone to someone else who sounded just as young and confused. I asked if I was speaking with a manager and he said "oh no, I guess not". I requested a refund again and he explained I would have to go through Yelp and their delivery service in order to get one. I believe Yelp uses "EatStreet" so I called their customer service department and was helped promptly and immediately. I explained everything that had happened and the young woman I spoke with was extremely apologetic and gave me a full refund for the food. She was the only person who offered any sort of solution to the problem. I will continue to use delivery services through Yelp thanks to EatStreet but never again from Tom Yum Thai. *This review is mainly for their delivery and customer service via phone. Why offer delivery if you can't even properly deliver?
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