Complaints

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• Initial Complaint

  Date:08/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of order : 08/23/2024
  I ordered general tsos chicken, and shrimp and broccoli. The chicken I received was all breading, every single piece was nothing but breading. My sister and mother verified that there was no meat or any kind in the entire order of general tsos chicken. I also found a deep fried bug along with the dried red pepper things they use. I have a compromised immune system, I don’t normally eat Chinese so it was a treat to myself as my conditions have been improving lately. I called them and complained and they refused to refund or replace, not that I wanted a replacement from that place. My sister cleaned the owner of that restaurants house a few months ago and found dead pidgins in cages in the attic.i learned of this after i complained about the meal i received. She told me she had to wear a hazmat suit to clean it out, the owner said they were selling all of their assets in the United States and going back to china. She said they had ten Chinese people hiding in a hidden efficency apartment they created in the center of the house, they rented rooms to college kids and they all got sick. My sister opened the door they told her not to and found all those people in a tiny room just sitting there. I hope that no one else receives a meal such as this. I will never eat Chinese food again, I cannot believe how they can operate in the conditions they are and no one is batting an eye. That’s the problem, no one cares anymore.

  Business Response

  Date: 09/09/2024

  Hello,The customer listed above placed an order through ******** asking for General Tso's chicken with white meat.  All of the dishes are hand prepared at the time the order is placed.  The customer called the restaurant after receiving their food and complained that it was all breading and there wasn't any meat in the dish.  The owner who answered the phone apologized that that they were upset with their order and offered to make them a new one however they would have to come and pick up the food because we didn't have a delivery driver at the time.  The customer stated that they were unable to come and pick up the order and wanted to know what other options they had.  She then stated that they would have to place a refund request through ******** as it's a third party company and they do not handle the transactions and orders that are placed through ********.  The customer was still unhappy and then started to curse at the owner and stated that they were going to write negative things about the restaurant on their social media pages (specifically ********) and would continue to trash the restaurant to everyone they know. Unfortunately orders that come through ******** are really out of their hands unless the customer files a complaint or requests a refund. As far as the deep fried bug goes, the health department comes every year and the restaurant has always passed inspection.  The health department just came a couple weeks prior to this complaint and they passed again.In regards to the second part of the complaint: the owners do have a second home that they used to rent out to people from time to time.  The house that the customer's sister went to clean was their rental home, not their primary address. The owners went to check on the property in the summer of 2022 and were shocked to see that a family of pigeons had made their attic their home.  Upon further investigation, they discovered that a skylight that was partially hidden had disappeared (their best guess is that it blew away during a bad storm).  The owners then began to shoo away the pigeons until they all flew back out the of the hole and quickly repaired the window with an old window that was formerly part of the home (the owners changed approximately 50 windows when they purchased the home and still had a few left over, luckily one of them fit the hole). They then proceeded to clean up all of the pigeon droppings that were left behind and sanitize the attic, unfortunately some of the droppings had left behind stains in the wood.The owners decided they were going to put the house up on the market in the summer of 2023 and this is where the customer's sister was called as she was recommended by the realtor they were working with.  By this time, the pigeons were already gone and the window was fixed.  If the customer's sister found a bunch of dead pigeons in cages, we would like to see proof of this.  The customer's sister was called in do one final cleaning before the realtor came in to take photos to list the house on the market.  The home has also not been rented out to anyone since the COVID pandemic in 2020.  Prior to that, the home was rented out to some community college students (specifically from China as it was easier for the students and for the owners as they share a common language) however once the pandemic hit, they all flew back home to China and the home hasn't been rented out since.  If the customer's sister opened a "hidden efficiency apartment created in the center of the house" and saw ten Chinese people sitting there, we would also like to see proof of this.If the customer that filed this complaint was unhappy with their food, the owners do sincerely apologize for that. However, in this particular situation a refund was out of their hands and in the hands of the customer as they were the ones who placed the order through a third party company and were instructed to give ******** a quick call and ask for a refund as they were unable to pick up a replacement meal and the owners were unable to refund the customer's card. The customer also should not have dragged in something from over a year ago that is irrelevant to the restaurant and their meal.