China Inn

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12411585, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Due to the negative response from the Owner at China INN it's clear that her daughter issued this statementIf not, then it's clear that China INN and staff are in more trouble than once perceivedAs stated previously though you've been Fortunate enough to be in business for years does NOT mean you'll be fortunate enough to do so for another yearsMy complaint against is NOT the first NOR will it be the lastInstead of you and your staff being worried about MY name you need to be worried about the lack of customer service and posting signs in large plain sight!!! Further more any footage you have shows your staff totally losing their cool because they don't have self control And because they work for mommy and feel as there is no repercussion any business owner who is about doing the right thing would never send a response in black and white print listing the I the customer need to apologize for the Rude and NASTY behavior of THEIR employeesWhat they sent in speaks volumes as to there poor customer service and why soon enough people will stop spending their hard earned moneyHer daughter states ( who wrote the response) I was offed to come back and speak with the Owner, but the next day all while I was so bad the police had me leaveDo those two add up? NopeIf you have employees working for you they should be required to wear tags if they're so customer friendly what do you have to hide? But, they want to know my personal businessI.Ewhere I work? What my name is? Make sense? NoAgain the OWNER [redacted] and STAFF [redacted] AND [redacted] Arrogant and feel like they can hang up on you and be totally unprofessional and keep getting business from the minority communityWRONG! SHE stated that [redacted] was a family friendShe should be ashamed Family first will have your business tankedSo, this will be pursued through other meansThanks ] Regards, [redacted]

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by China Inn regarding complaint ID
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Regards,
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12411585, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Due to the negative response from the Owner at China INN it's clear that her daughter issued this statement. If not, then it's clear that China INN and staff are in more trouble than once perceived. As stated previously though you've been Fortunate enough to be in business for 30 years does NOT mean you'll be fortunate enough to do so for another 30 years. My complaint against is NOT the first NOR will it be the last. Instead of you and your staff being worried about MY name you need to be worried about the lack of customer service and posting signs in large plain sight!!! Further more any footage you have shows your staff totally losing their cool because they don't have self control . And because they work for mommy and feel as there is no repercussion any business owner who is about doing the right thing would never send a response in black and white print listing the I the customer need to apologize for the Rude and NASTY behavior of THEIR employees. What they sent in speaks volumes as to there poor customer service and why soon enough people will stop spending their hard earned money. Her daughter states ( who wrote the response) I was offed to come back and speak with the Owner, but the next day all while I was so bad the police had me leave. Do those two add up? Nope. If you have employees working for you they should be required to wear tags if they're so customer friendly what do you have to hide?  But, they want to know my personal business. I.E. where I work? What my name is? Make sense? No. Again the OWNER [redacted] and STAFF [redacted] AND [redacted] Arrogant  and feel like they can hang up on you and be totally unprofessional and keep getting business from the minority community. WRONG! SHE stated that [redacted] was a family friend. She should be ashamed.  Family first will have your business tanked. So, this will be pursued through other means. Thanks     ]
Regards,
[redacted]

China Inn is a member in good standing with the Revdex.com and I have owned and operated China Inn Restaurant for 31 years. This is the first Revdex.com complaint I have received in that time.I am blessed to have a large number of regular customers, many of whom I know by name, and who know me by name, and whom I...

count as friends because of their loyalty over the years. I have established high standards for both food quality and customer service, I demand that my employees uphold those standards, and I am confident that they do, including when I am not at the restaurant.My daughter has worked for me for over 20 years. The young man who was working the counter with my daughter the evening of which Ms. complains, is a good friend of my family, and has resided in my home since he moved here early last year. So, I know both employees well, and although it is possible for everyone to make mistakes occasionally, or be in the wrong, in this instance neither of my employees acted inappropriately, and in fact I am certain they did well to maintain their composure in the face of Ms. : behavior toward them that evening.At China Inn, we do have a policy of politely asking customers not to talk on their cell phones while standing at the counter. We have a sign depicting this policy posted in an 81/2” x 11 stand-up frame on the counter, between the two cash registers. We implemented the policy as a courtesy to our customers, and to help our counter employees take orders accurately and efficiently. Many customers do not pay attention to what they are ordering when they are talking on the phone and then blame us when they get something they think they did not order; and people talking on cellphones tend to take longer to order while conversing with the person on the other end of the phone, and so interfere with the experience of customers behind them who are waiting to order. in our business, keeping the flow of orders in and food out moving as quickly as possible is critical to customer satisfaction. I am picky about it, and frankly though I do have the sign advising customers about the policy, the reasoning behind the policy is common sense, and common courtesy, and should need no explanation.The following account of Ms. is visit was provided to me by my daughter (whom I'll call “[redacted]', not her real name), the young man working the counter with her ([redacted]', also not his real name). In addition, the security video we have mounted in the restaurant demonstrates Ms. [redacted] behavior while my employees were trying to serve customers: On September 26, 2017, Ms. came into the restaurant and stood near the counter talking on her cell phone while [redacted] stood waiting for her to finish, ready to take her order. Ms. continued to talk on her cell phone while another customer (one of several LMPD officers who are regular customers) came and stood behind her, also waiting for her to finish her conversation and order. When it appeared Ms. was going to continue talking on her phone, [redacted] asked her, politely, if she was ready to order; if she was not, [redacted] would have taken the order of the police officer in line behind Ms. Ms. I said, “I don't know, are you ready?' [redacted] replied that she didn't want to interrupt Ms. on her cellphone, and explained the China Inn policy about being on the cell phone while ordering. [redacted] showed Ms. the policy on the counter.Ms. [redacted] told the person she was talking to that there is apparently a problem with her being on the cell phone and she would have to call them back. She then told [redacted], using a sarcastic tone, okay, I am ready to order now, [redacted] took Ms. [redacted] to-go order, and Ms. [redacted] left when she received and had paid for her order,The story could have ended there but it did not. Ms. [redacted] phoned the restaurant a short time after she left, and [redacted] answered the phone. By this time, several other customers had come into restaurant, including several more police officers who were also on break, Ms. [redacted] asked to speak to the manager; [redacted] told her she was busy waiting on customers at the moment. Ms. [redacted], who had not identified herself to this point, then said, “Oh, it's the lady behind the counter.” [redacted] recognized her voice and asked if she was the lady who was just in; Ms. [redacted] said she was. [redacted] explained to Ms. [redacted] that he didn't wish to be rude, but he had witnessed the entire exchange between [redacted] and Ms. [redacted], and that [redacted] had not been rude nor intended to be rude to Ms. [redacted], [redacted] had just been following the store policy, which Ms. [redacted] had been violating. Ms. [redacted] took exception to this, started speaking loudly to [redacted], who kept calm and was trying to explain to Ms. [redacted] why we have the policy, and she kept talking over [redacted] asking to speak to the owner of China Inn. [redacted] told her she was welcome to speak the owner (me), but that I was not there and that [redacted], the manager on duty at that time, is my daughter. Ms. [redacted] then said to [redacted] “Well who the f** are you?” [redacted] had heard enough, and hung up.Ms. [redacted] then went back into the restaurant and began harassing [redacted] and [redacted]. She was angry that [redacted] had hung up on her, and he explained that he did it because she was rude and belligerent. She kept demanding that [redacted] and [redacted] give her their names, which they refused to do, and told her she was welcome to come back in and talk to me the next day. [redacted] did tell her, correctly, that I would tell her the same thing they had told her about the cell phone policy. Ms. [redacted] continued for several minutes to badger [redacted] while she was serving customers; at first [redacted] tried calmly and politely to defend her actions, but Ms. [redacted] kept badgering her until [redacted] stepped in and asked Ms. [redacted] to please leave. [redacted] and [redacted] were just trying to shut down the situation but Ms. [redacted] would not stop. Ms. [redacted] kept badgering [redacted], while [redacted] and [redacted] both asked her several more times to please leave. [redacted] finally asked the police officers to help her. One of the police officers stepped up to the counter and asked Ms. [redacted] if she had everything she needed, and she said no. The police officer who had initially been in line behind Ms. [redacted] told his colleague that [redacted] had in fact not been rude to Ms. [redacted] as Ms. [redacted] had claimed. The police officer then told Ms. [redacted] she needed to leave because the store employees had asked her to leave, and he walked her politely out of the restaurant.I would ordinarily not go into this much detail responding to a complaint, but I know that neither [redacted] nor [redacted] became “unhinged” as Ms. [redacted] claims, I know my employees, and I have seen Ms. [redacted] on the video. It is unsettling, and embarrassing to employees to have to ask police officers to escort a customer out of the restaurant, and I know [redacted] felt threatened and was upset to have to do that,I would have been happy to work this out directly with Ms. [redacted] but she did not give me that opportunity. In any event, I would have stood by my policy while attempting to work with her. I would not have the policy in place if I hadn't found it necessary to adopt, but before it was an actual "policy', I still asked customers not to talk on their cell phones while at the counter, I have the sign posted in hopes of saving customers from having to hear me or my employees ask them not to do it. We don't like to have to ask, but with or without the sign, it is necessary that we have the policy. It’s also common courtesy and sense, and had Ms. [redacted] thought about where she was, what she was doing, and that there was a person in line behind her waiting to order, I think she would have understood the problem and not taken it personally. Unfortunately, that did not happen.I'm happy to refund Ms. [redacted] money, in exchange for her apology to my employees.