Good Morning, I just wanted to reach out to let you know about some awful service experiences we've had at this restaurant. My wife and I love eating this food, we order for pick-up often, but we always think twice before sitting in to eat...at this restaurant. We find that whenever one of the owners is not present the service is consistently awful. Our most recent experience was last evening when we decided to dine out for my birthday, as you can appreciate it is difficult to get out with young children so a certain degree of planning is involved. There were only 2 servers present and one was always having to manage the cash or phone line. Our drink order was taken by the first server, then taken about 10 minutes after by the second. We got our drinks and then the second waitress took our order. She attempted to do it by memory but then came back twice to be sure she had the order right, I then thought "here we go again". Sure enough, our food order arrived, my wife received hers but I only received half of my order. I called over the first waitress and asked for eating utensils, chop sticks and my noodles that hadn't yet arrived. She seemed overwhelmed and said "ok", she got the utensils then got busy on the phone. It took about 15 minutes before I saw the second waitress and asked her now for my noodles, by this time my food was getting cold. She ran to the kitchen, then came back with my noodles and apologized saying that the other waitress was new, even though she was the one who had taken my order??? In any case, we would have ordered more wine and beer and desserts but after we got our food we never saw either waitress again. We decided to just leave and go elsewhere for drinks and dessert. When I got to the cash to pay the first waitress we had dealt with asked us if we were there for a pick-up order. I told her "no, we were dining over there", then before she gave me the bill the phone rang and she excused herself. We waited around another 5 to 10 minutes to pay while she took a pick-up order. I'm sorry if this sounds like a rant but my family and I truly enjoy your food, it tastes fantastic, but I can honestly say that it will be months before we decide to dine in again. We will only dine in if we see one of the owners there, we have found that this is the only way to guarantee a pleasant dine in experience. Many of our friends and family say the same thing about this restaurant, the food is amazing but you never know how the service will be unless the owners are there. In addition to this, their online "Contact" portion does not work, so we cannot let the owners know of this via email.
Thank you for your time.More