I want to share a deeply disappointing experience my wife and I had at China Garden in Castro Valley on September 21, 2024. This was not just an issue of bad customer service--it exposed unethical and potentially illegal practices involving undisclosed fees and deceptive pricing.
We used to live in Castro Valley a few years ago and often ordered food from China Garden through DoorDash. We loved their food, so when we found ourselves back in the area after moving out of state, we decided to order from them again for pickup through DoorDash. After placing the order and arriving at the restaurant, we decided we were too hungry to wait until we got home, so we thought we'd just dine in instead.
The Issue: Undisclosed Service Charge
When we entered the restaurant, which was nearly empty except for a group of diners and some workers prepping vegetables, I politely asked if we could eat inside instead of picking up the order. A staff member said that was fine, but she immediately mentioned that the prices would be different. This confused me, as we had already paid for the food through DoorDash.
When I asked her to clarify, she said that we'd have to pay a service charge to dine in, even though the food was already paid for. This made no sense. We had already paid more than their in-store prices through DoorDash, and we were planning to tip generously anyway, but the idea that we would be charged a hidden service fee just to sit down in a nearly empty restaurant was ridiculous.
Pricing Discrepancy
Curious, I picked up a menu to see if they had any mention of a service charge or different prices for dine-in versus pickup. To my surprise, the prices of the two items we ordered were actually lower on the in-store menu than what we had paid through DoorDash! So not only had we paid more on DoorDash, but the restaurant was attempting to charge us even more to eat there. This was simply unjustified.
Lack of Transparency and Disrespectful Behavior
I politely asked the staff member why there was no mention of the service charge on the menu or posted anywhere in the restaurant. Her response? She pointed vaguely toward the wall where they had health permits and a few other signs, but none of them mentioned a service fee. When I pressed further, she finally pointed to a sign that read, "We reserve the right to refuse service to anyone."
This response was completely irrelevant and dismissive. I wasn't asking about their right to refuse service--I was asking about a hidden fee that they were trying to impose on us. When I explained that this wasn't fair and asked again where the service charge was disclosed, she became evasive and giggled as if my questions were amusing to her. This was incredibly disrespectful and frustrating.
Deceptive Actions with DoorDash
After this back-and-forth, my wife and I decided not to dine in because the staff's attitude and refusal to provide a proper explanation left a bad taste in our mouths. I asked her to cancel our order since we didn't want to support a business that treated customers this way. She refused to cancel the order herself and told me I would need to contact DoorDash to get a refund. Fine, I thought--no point arguing anymore.
But as we were leaving, something even more deceptive happened: the restaurant marked our order as "ready for pickup" on DoorDash--right after telling us they wouldn't be making the food! This was done purely to avoid the cancellation, making it seem like the order was completed when it wasn't. Fortunately, I contacted DoorDash, explained the situation, and they refunded us in full immediately. But this deceptive practice was a final insult.
Violations of California Law
China Garden's actions aren't just frustrating--they violate several California consumer protection laws. Here's why:
Violation of SB 478 (California Senate Bill 478)
California Consumer Legal Remedies Act (CLRA)
Civil Code 1770: False Advertising
Conclusion: Dishonest Practices and Poor Customer Service
What could have been a pleasant meal at one of our former favorite restaurants turned into a frustrating and disappointing experience. China Garden not only tried to charge us hidden fees without any prior disclosure, but the way their staff handled our simple questions was disrespectful and unprofessional.
This kind of behavior, combined with the illegal and unethical practice of adding service charges without notice, makes me strongly question the integrity of this business. If you decide to dine here, beware of hidden fees that are not mentioned on the menu, and be prepared for unprofessional treatment if you dare to ask about them.
I have filed a complaint with the California Department of Consumer Affairs and plan to report this incident to other consumer protection agencies. Transparency in pricing is not optional--it's required by law, and I would expect better from any business, let alone one we've supported in the past. read more