We had a very upsetting experience at New Full House in Arcadia on Sunday, September 27…read more
Three of us are from Hong Kong and were craving dim sum, so we decided to return to this restaurant because we had eaten here about two weeks earlier with my son and had a pretty good experience -- around 8/10. Unfortunately, this visit was completely different.
We ordered a large amount of food, including xiaolongbao, fried dough rice noodle roll, BBQ pork rice noodle roll, spare ribs, roast duck, stuffed green pepper, stuffed eggplant, bean curd rolls, fried radish cake, fried shrimp balls, and BBQ pork buns. Our bill came to around $100 including tax.
As soon as the first dishes arrived, we noticed that the dim sum was cold. Not lukewarm -- cold. For anyone familiar with Cantonese dim sum, many of these dishes should be served steaming hot.
We immediately told our server. The server told us that if we had a complaint, we should speak with the lady in the green shirt, who was the owner.
The owner came over and spoke Cantonese with us. We explained that we had eaten here only a couple of weeks earlier and the food had been good and nothing had been served cold. Her response was that today's dim sum had been prepared by a "big chef." There was no apology and no explanation for why the food was cold. She simply walked away.
More dishes arrived, and they were also cold.
The worst was the xiaolongbao. Not only was it cold, but the dough at the top was hard and appeared undercooked. We called the owner over again and showed it to her. She told us, essentially, "It is like that."
She then took one of the xiaolongbao away from our table.
Later, while walking past our table, she called out to us that the chef had eaten that piece.
We were honestly shocked. We had complained about an item that appeared improperly cooked. We did not give our food to the chef as a complimentary sample. Yet the item was taken away, apparently eaten by the chef, and we were still charged for the order.
More cold food continued to arrive.
When we complained again, the owner told us, "If I were you guys, I would never come to this restaurant again."
That was probably the most surprising response of the entire meal.
She then explained to us that the dim sum had already been cooked and was being kept in a warming box, and when customers ordered, the food was taken from there. That at least explained why so much of what we received was not hot.
Some dishes were then reheated, but when they came back they were dry, hard, and no longer enjoyable to eat.
We showed the owner again. She took some of the food away and later brought us a plate of ham sui gok (鹹水角), which we had never ordered. Again, there was very little communication and no apology.
At the end, our bill had no adjustment. There was no discount and no deduction for the xiaolongbao or other dishes that had been taken away or returned because they were not edible. We paid approximately $100 including tax and still left $5 for the servers because we did not feel the servers were responsible for the way management handled the situation.
What disappointed us most was not simply that the food was bad that day. Restaurants can have an off day. The problem was how the complaints were handled.
A simple apology, replacing the affected dishes, or removing uneaten food from the bill would have been reasonable. Instead, we repeatedly received dismissive responses, including being told that if she were us, she would never come back.
After having a good experience here only two weeks earlier, this was extremely disappointing.
We will not return, and because one of the dishes appeared undercooked, I also intend to report our experience to the appropriate local food-safety authority.