Terrible Customer Service!
I have gone to Golden Wok for about 5 years now and the food has always been good, however the services are terrible. They do not have good customer service and through all my years going there I have ignored it, but now I can not. It is a family owned business with the wife as the server/cashier, the husband who works in the kitchen and two daughters and a son that work in the evenings occasionally. My family and I went there this past Sunday and ordered Szechuan Chicken, Beef with bean sprouts and flat rice noodle, and Szechuan Eggplant. We order these items every time we go there so naturally, when the wife came to us she said, "the usual?" The Eggplant Szechuan and Beef Rice Noodle was fine but the Chicken Szechuan, the rice was very hard. As an asian restaurant owner myself, I knew that the kitchen staff did not add enough water into the rice pot thus, producing rice that was hard to chew on. My mother went to the wife and just told her that the rice was a bit hard and if it was possible to make another one , considering nobody could eat it, let alone chew on it. The response that my mother got was really uncalled for and very unprofessional from that woman. The woman went to the back and starting yelling in Mandarin to the kitchen staff and came back to my mother saying that they could only provide a bowl of rice that they would charge us 2$ for. In other words, they wanted us to scrape off the sauce from the plate that was already mixed in with the hard rice and pile it on top of the new rice. This is totally unacceptable and rude! As every restaurant, retail, business owner should know, customers are ALWAYS RIGHT! I cannot emphasize that enough! Usually, with the customer service of other restaurants, including my own, when a customer complains, a fresh plate of what they originally ordered is immediately offered without charge while apologizing profusely. Even sometimes, the charge is voided because the customer was unsatisfied or free appetizers are given. Obviously, the meaning of customer service does not exist at Golden Wok. In addition, occasionally, I like to order Golden Wok and have it delivered to my house. I called in at lunch time and said, "May I please get Eggplant Szechuan with rice and Deep Fried Wontons," in which she interrupted me asking what my phone number was. I told her the information and continued telling her my order. When my order came, I realized that they made me just Eggplant Szechuan without the rice, thus charging me $11 instead of the usual $6. I wondered why and gave them a call. The girl I ordered from was one of the daughters, and she said that in the beginning I DID SAY Eggplant Szechuan with rice, but when she interrupted me and asked for my phone number, I repeated just Eggplant Szechuan. Because I did not say "with rice" that second time, she charged me $5 extra. On top of that, she said she'll have the driver bring me a bowl of rice but she would have to charge me $2. She could have at least re-stated what I ordered instead of ignoring what I said in the beginning and charging me unnecessarily. I really am disgusted with their customer service and suffice to say, I will not be going back there again until both the attitudes of the wife and the daughter changes, which I doubt will ever happen. Good luck to anyone else who tries to complain because they will just charge you more and more and yell in Mandarin to their kitchen staff and talk about you.