Been waiting nearly an hour for a takeout order. No idea how much longer it will be. When I got here 45 minutes ago, some of the 20 or so in the entrance had already been here waiting for an hour.
The owners know they will be busy on Christmas so how did they screw up this badly to not have enough staff or take too many orders? They are incredibly disorganized, little to no communication with customers. Very disappointing. Absolutely no excuse for this.
DEC 26 ADDENDUM: So, I decided to just give up after waiting an hour as my other at home was hungry and there was NO indication of how much longer it would take to get our order. McDonald's was open and we punted so Xmas dinner was f'ing Big Macs. Cool.
For more context, I had called the restaurant the day before on December 24 to verify that they would be open for dinner orders. The voice on the other side said that they would only take take-out orders, no sit down, which means they had already filled their reservation list for Christmas day. They KNEW exactly how many customers they'd have to serve in the restaurant on Christmas day.
They also know that they will get a lot of take-out orders for Christmas day and so do we, which is why we placed the order at 11:49am through their own website (no Doordash, etc) and chose the 5:30pm-5:45pm window for pickup.
When I arrived in the parking lot at approximately 5:30pm, I could see the mass of people in the lobby and a bunch of cars in the parking lot when the ONLY business open was this restaurant. Not a good sign.
I didn't count, but there were probably 20 to 30 people outside and in the lobby waiting for take-out orders. Some said that they had already been there for over an hour. I waited patiently, but as time wore on, it was becoming clearer that something was terribly wrong and I was not likely to get my order anytime soon or perhaps ever. The young girl at the register apologized on the rare occasion that someone did get their order, but there was no communication with the waiting group as to what the problem was or how long it would be. It was really just chaos on a systemic level that management needs to address TODAY. Order numbers were all over the map. I was #52, but there was a #2 and a number #111 or something sitting behind the counter for pretty much an hour. Some people had high three digit numbers, others had two digit with no rhyme nor reason behind it, so it's not like we could gauge how long it would take based on what order was brought out.
At about the hour mark, I overheard someone near the front saying that they had been waiting now for an hour and a half. That's when I decided to abandon the order and go to Mc Frickin' Donald's.
I've worked in restaurants before and know that you can get in the weeds, but they had our order six HOURS before it had to be filled, so what the living F is their excuse for not having it ready? We literally ordered three simple items... fried rice, chicken chow mein, beef/broccoli... easy. Usually sitting in a pot or warmer. Scoop it into boxes and bag it. Done. Six hours they had that order and couldn't manage to accomplish that simple task, not just for me, but for dozens of others.
Oh, and a woman arrived for her order roughly 30 minutes after I did. She placed her order earlier in the day AFTER I did, but left BEFORE I ever got my order. WTF?! She order after noon for the same pickup window and had MORE items than I ordered. Yet she got hers and left in less time than I waited total. She still had to wait around 20 minutes or so, but for christ's sake. Was NOBODY in charge of anything back there?
Clearly management sh*t the bed yesterday in a big way and somebody should be fired for gross incompetence. As I said, they KNEW PRECISELY the previous day how many sit-down customers were coming so they could plan for that. I highly doubt they made the dine-in customers wait 2 hours for their meals.... so they chose to disregard take-out customers because....why? Poor planning for a known-busy day/night? Understaffing? Inadequate supplies? Where was the day-night manager to solve this? Why no communication with waiting customers who by and large were very patient with an inexcusable situation?
In the end, it's probably better that I didn't wait as a subsequent reviewer stated the poor quality of her order that eventually arrived. Thankfully, we did not pre-pay so I was able to just walk out. (NEVER prepay just in case there is bad experience like this)
Serious discussions should be taking place at this restaurant today (Dec 26) with personal apology phone calls to customers happening this week. And somebody, the missing manager perhaps, should be fired with vigor. Absolutely inexcusable situation for any business on any day of the year.
I guess we're looking for a new Chinese food restaurant to patronize in 2026.} read more