Yen Ching Chinese Restaurant

WIRE IN THE FOOD + Terrible Customer Service – Diners beware!!
First let me say that as a faithful patron of this restaurant for the past years, it pains me to write this reviewA few days before new year’s eve, my sister, mother and I went to Yen Ching on Midlothian for dinner The visit started out enough with each of us ordering an order of chicken with broccoli However, when my sister asked to have her broccoli steamed on the side, she was met with resistance and then an extremely rude waitress that reported that the Chef DID NOT WANT to meet this request Startled by the resistance, my sister requested that broccoli be left out completely We ate our appetizers but shortly after our entrees arrived my mom found a piece of wire in her food This is the second time we have found wire in the food recently, with the other being during Thanksgiving break When we told the waitress that there was wire in our food and that we were uncomfortable continuing to eat since we all got the same dish, we were told that only my mom’s food would be free because she found wire in her food, but that we should keep eating and if we found wire that only then would we be allowed not to pay for the food The waitress kept saying that things happen and that the wire in the food was from the tool they use to clean the wok as if wire in the food was acceptable We again expressed our concern of accidentally ingesting wire to which the waitress responded, you should be able to find it with your teeth as you eat As we continued to insist that the possibility of ingesting wire was too great, she went to speak to the kitchen manager and when she returned relayed that we would not have to pay for this meal, but that they would never serve us again Taken aback by their behavior, I asked to speak to the kitchen manager in person, when he came out and I expressed how it didn’t make sense that we should be penalized for their mistake and that we had been patrons for more than years, he was finally mildly apologetic about the situation During this conversation, it was also revealed that their restaurant had been visited by the health department previously for this same issueI insisted on the name of the manager for the restaurant to which the response was they did not know who the manager was so I asked for the owner only to find that that name was not known either After insisting further they finally wrote down the name of the owner, but when I called the number they gave me each time the number rang and then went to voicemailIn sum, after years of this being my favorite Chinese place in Richmond, I am sorry to say I WILL NOT BE BACK! This was one of the most negative experiences I have ever had in a restaurant

Revdex.com spoke with the business. They have the customer's signed receipt indicating the food was provided to the customer.

Review: We paid $43.76 for dinner, and did not receive it. I called and spoke to them, they did not know that we had placed an online order, despite the email with confirmation code. They then asked if we knew what we ordered. I am not sure this business is sound. IDesired Settlement: Resolution / check if they continue to take money for no product delivered.

Business

Response:

Revdex.com spoke with the business. They have the customer's signed receipt indicating the food was provided to the customer.

WIRE IN THE FOOD + Terrible Customer Service – Diners beware!!
First let me say that as a faithful patron of this restaurant for the past 25 years, it pains me to write this review.
A few days before new year’s eve, my sister, mother and I went to Yen Ching on Midlothian for dinner. The visit started out normal enough with each of us ordering an order of chicken with broccoli. However, when my sister asked to have her broccoli steamed on the side, she was met with resistance and then an extremely rude waitress that reported that the Chef DID NOT WANT to meet this request. Startled by the resistance, my sister requested that broccoli be left out completely. We ate our appetizers but shortly after our entrees arrived my mom found a piece of wire in her food. This is the second time we have found wire in the food recently, with the other being during Thanksgiving break. When we told the waitress that there was wire in our food and that we were uncomfortable continuing to eat since we all got the same dish, we were told that only my mom’s food would be free because she found wire in her food, but that we should keep eating and if we found wire that only then would we be allowed not to pay for the food. The waitress kept saying that things happen and that the wire in the food was from the tool they use to clean the wok as if wire in the food was acceptable. We again expressed our concern of accidentally ingesting wire to which the waitress responded, you should be able to find it with your teeth as you eat. As we continued to insist that the possibility of ingesting wire was too great, she went to speak to the kitchen manager and when she returned relayed that we would not have to pay for this meal, but that they would never serve us again. Taken aback by their behavior, I asked to speak to the kitchen manager in person, when he came out and I expressed how it didn’t make sense that we should be penalized for their mistake and that we had been patrons for more than 20 years, he was finally mildly apologetic about the situation. During this conversation, it was also revealed that their restaurant had been visited by the health department previously for this same issue.
I insisted on the name of the manager for the restaurant to which the response was they did not know who the manager was so I asked for the owner only to find that that name was not known either. After insisting further they finally wrote down the name of the owner, but when I called the number they gave me each time the number rang and then went to voicemail.
In sum, after 25 years of this being my favorite Chinese place in Richmond, I am sorry to say I WILL NOT BE BACK! This was one of the most negative experiences I have ever had in a restaurant.