As professional in the food industry and a full time Foodie, who hasn't experienced the feeling of finally getting home tired and exhausted, and just wanted to order food from their favorite food palace? We certainly have.
Chans Chinese Restaurant has always been our "go to" place for the quick fix of great food when we are just too darned tired to cook. My wife and I have been loyal customers for 4 years now, both as dine-in patrons, and also as take-out clients. We loved the owner, and he had a certain pizzazz with clients that always made you feel welcomed because he truly did remember all of his clients. His restaurant has been in the community for years and was very successful. Being extremely hands on, from working the cash, delivering food and even working in the kitchen because he may have been short staffed, he never let his ailing health and sometimes poor legs get in the way from making sure everyone was treated exactly the way they expected....valued!
However time has bore its scars an aches and pains, and he finally decided to retire after years of nagging from his wife and customers alike. I use the term 'nagging' in the most loving way possible. It was time for him to enjoy the fruits of his labor and enjoy life. RETIRE! Finally!
Enter the new owner. The long time present day chef of over 10 years. Taking over an empire. Excited I'm sure, and equally as enthusiastic, he had taken over the reigns from the king, who as part of the deal will stay on for 4 months to supervise the transition personally.
During this transition, my wife and I never had one of those moments of wanting to order from our 'go to' place. Nothing more than mere chance really. Finally we ordered, but just after the supervisory transition had expired. Oh oh, we saw a difference already. Lacking the luster of freshness we has com accustomed too, we were surprised when our favorite Sweet & Sour chicken balls arrived soggy and greasy. A gross disappointment to my wife to say the least. Failure #1
Then the second order a few weeks later, and the same scene repeated itself again, but this time the veggies were dated and soggy and lacking the robust flavor they had always had. More importantly, the very smart little thing they had always done over the years was cut a very tiny vent hole in the Styrofoam container containing the chicken, to allow the heat to dissipate and breath so the product didn't cook on itself and sit in a bath of grease was no longer there. That would explain the last two oversight in our previous orders.Failure #2
Ahhhhhh but alas comes the third delivery. Same food order, same results, and disappointingly, another $50.00 gone to the wayside. This time a phone call HAS to be made to complain. Enough is enough. No more being nice and understanding. The learning curve is over.
Long story short, we called and explained our issues with not only about this order, but the previous two. Calmly we explain our frustration and disappointment. We also make it known who we are and how long we have been customers, and that they are on the verge of losing our business if things didn't get fixed. We even made it known we are aware of the change in ownership and that we DO NOT want our money back, we want to see the service and quality of food fixed. I realize that the description of this call sounds argumentative, but it really wasn't.
The gate keeper who was answering the phone, failed to follow golden number 1 rule that the customer, within reason is always right. Rather than ACCEPT responsibility and provide a fresh order to us, goes into a self explanatory tirade of "Its Impossible" and explain the entire cooking process for each order. "It cant be", "you are wrong" and nobody else has complained today"! well Im sorry for that, however my rice taste like dirty tap water and has the consistency of burnt porridge! How is that my problem? Even after tempting her to try and eat it herself, she would not fix or offer to resolve the issue, preferring to take the high road through the entire 15 minute conversation.
With the sound of the dial tone fresh in her ear after we finally hung up in frustration, we have decided that we were done. After four very great years of service, and the hope that perhaps the previous owner will peak in and find this review, we are now on the prowl for a new King. Hopefully this will make its way to his eyes and or ears, and this will get fixed. After working so hard, for so many years, I sincerely hope that anyone who dares to complain about the quality of their order, doesn't come in contact with this Gate Keeper of Unreasoning @ Chans Chinese Restaurant.
In the big picture, there are plenty of restaurants to choose from. Plenty of different types of styles and nationalities to choose from who would gladly have me as a customer. Equally so, there a hosts of owners who truly do appreciate their client and patronage. Sometimes that level of service is lost when one gets too big, or they begin to think they are untouchable. As the patron, I work hard for my money, and I am certainly not paying someone else to give me this type of service at my expense.
You can choose at your own discretion if this how you expect to be treated and where you want to dine.
Mark & Paula