We have been going to the Silver Dragon for quite some time. However, this evening we called in a delivery order and were told that they would arrive in 45 minutes to one hour. We live in an apartment and the volume on the phone is quite low, we were in the other room where we weren't able to hear the phone, at 6:30 we went into the main room where we could hear the phone - and received a call from the delivery man. He said that he had been waiting for 15 minutes and then swore at us. If he had been waiting 15 minutes they would have arrived in 15 minutes being at the least a 1/3 of the time they said they would arrive in.
We phoned the restaurant and spoke to the manager to complain. I explained the issue - she sounded skeptical and said that she had never had a problem with the driver before. I said that I was glad to hear that and I accept responsibility that we weren't paying attention for him to arrive so early, but I asked for an apology. She said she was sorry but then said that she had no time for me and didn't want me to phone her again. I found this to be an extremely rude and unsatisfactory way to solve the problem.
I had originally only wanted an apology from her for the driver's behaviour, but after her attitude on the phone I decided to go down to the restaurant and speak to her in person to ask for a refund.
When I arrived there the driver came over and sincerely apologized. I accepted it and was very happy with the fact that he did it. However, when the manager came over, she was just as rude as on the phone. She wouldn't even calmly speak to me and said that she was going to get the police involved. She walked over to the police officers sitting in the corner of the restaurant and explained the situation to them. They said that that is not the kind of thing they get involved in since it is just a customer service matter and maybe she should just give us a discount.
She walked back over to us and we asked her if we could just have a refund. She flat out refused and then told us to get out and that we were not welcome there anymore. Of course by that point we weren't inclined to want to go there ever again.
Overall it was the worst customer service experience I have ever had in my life. I was just dumbfounded that she not only didn't care about the problem but made it out that we were the ones who were causing the trouble. I would never go back and I wouldn't recommend that anyone else go there either.