Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of Transaction: 01-12-2025 Time of Transaction: 5:32pm As long-time loyal customers of ******************************************* in ******, **, we were deeply disappointed and hurt by the treatment we received from the son of the owner during a recent phone call. My mother placed a large order for pickup, including soup, which usually comes in two containers when we order the larger size. When my mom called to clarify what was included, the son was incredibly rude. Instead of calmly addressing her question, he insulted her, calling her an "idiot" for not knowing what she had ordered.This behavior is completely unacceptable. To make matters worse, the call was on speakerphone, so everyone in the room heard the disrespectful tone and words directed at my mother. It was not only unprofessional but also humiliating for her and upsetting for our entire family.We have always supported this restaurant, but this experience has left us questioning whether we will ever return. Respect and courtesy should be the foundation of any business, especially toward regular customers who have been loyal over the years. I hope the owner addresses this issue and ensures that no other customer is treated so poorly in the future.

  Customer response

  01/13/2025

  Yes, please.

  Business response

  01/22/2025

  From what my son said about the incident, he took her order in the office in which there is no way the diners in out establishment had heard what he said. Further more when he was taking her order regarding her soup, my son stated that she did not specify what size soup she wanted. So he assumed she wanted medium. But due to his lack of customer service skills, he will be retrained to avoid for any future related incidents.

  Customer response

  01/24/2025

   
  Complaint: 22802403
  
  I am rejecting this response because it didn't happened once but twice in the same afternoon when my mom was called IDIOT.

  Dear Better Business Bureau,

   

  Thank you for your assistance in addressing my complaint regarding China House in **********. While I appreciate the restaurant's response, I would like to clarify and emphasize key details that were not acknowledged in their reply.

   

  My mother was insulted not once but twice by the owner's son on the same afternoon:

   

  1. First Incident: During her visit to place the order, my mother was still deciding what she wanted when the owner's son, frustrated by her hesitation, said, "You're an idiot for not knowing what you would like to order." This deeply upset my mother, and when she paid with her credit card, she signed the receipt as "IDIOT" to reflect how she felt about the treatment she received. I will enclose a copy of the receipt as evidence.

   

   

  2. Second Incident: After returning home, my mother realized the soup she ordered was missing a container. She called the restaurant and put the phone on speaker so family members could hear the conversation, as we were already aware of how she was treated earlier. When she asked the son to confirm what she had ordered, he again called her an "idiot," further humiliating her in front of everyone present.

   

   

   

  These repeated instances of disrespect on the same day are completely unacceptable and go beyond a lack of customer service skillsthey show a complete disregard for basic respect toward customers.

   

  Additionally, this is not the first time our family has experienced poor treatment from this restaurant. On a prior occasion, my mother ordered beef with Chinese broccoli, as she has done many times before. When she clarified that she wanted Chinese broccoli instead of American broccoli, the son rudely responded, "I dont know what youre talking about," and hung up on her.

   

  The pattern of unprofessional behavior from the owner's son is evident not only from our experiences but also from other complaints on Yelp dating back to November 2022. I will enclose copies of these reviews as further evidence.

   

  While the restaurant has acknowledged the sons lack of customer service skills and plans to retrain him, I strongly believe retraining is not enough. The repeated rude and disrespectful behaviortoward my family and other customersshows a lack of accountability. The restaurant should consider hiring staff with proper customer service training to ensure no other customer is subjected to this kind of mistreatment.

   

  I appreciate the Better Business Bureau's assistance in addressing this matter and hope it leads to meaningful improvements at this establishment.

   

  Sincerely,

  ****** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩