Phoenix Restaurant — Restaurant in Markham

RESTAURANT BLAMES DELIVERY APP FOR TAKING ADVANTAGE OF CUSTOMERS DURING PANDEMIC AND RUINING FAMILY HOLIDAY MEAL !!

The pandemic has been hard on everyone, and my family and I had wanted to do our part in supporting the community by going out as little as possible, and ordering from one of our long time favourite restaurant.

It was my first time using a food delivery app, and I had heard that they often have really good deals. So when I saw "Chicken Oil Rice" as a FEATURED ITEM, with a photo of chicken with a side of rice, for $6.30, I had just assumed it was a promotional item.

When the meals came, I was disappointed to see that we had recieved a bowl of rice, so we called the restaurant to say that they had forgotten to pack the chicken. They quickly denied responsibility and said it was the delivery app that had misled and caused the confusion. Through out the conversation, there was no offer to help solve the problem for our holiday meal, which now is JUST rice.

After saying it was the delivery app that was responsible and there's nothing they can do on their part about it, a few hours later, the photo was removed, and the item was also no longer listed as a FEATURE ITEM.

As we opened the rest of the food, the Baked Pork Rice which had cheese in the photo was missing cheese. By this time, it just felt like one disappointment after another.

I have many friends who often say, "what do u expect from a Chinese restaurant". But as a proud Chinese ... I want to expect integrity and quality, because I believe as minorities in this society, we need to take care of one another, NOT take advantage of one another. Which is what I felt today!

I hope this post will let Phoneix know that they CAN be better. And Chinese restaurants can be known for something else other than "don't expect much from them". Afterall, an acknowledgement of their responsibility, in the form of a simple apology or refund, or even offering a way for us to purchase the chicken to go with the rice would have been...

UPDATE

Frankly Absurd Non-Customer Friendly Practices (Outdoor Seating)

I gave this place another try now that there is outdoor seating, with the hopes that the service would be "acceptable". My previous COVID experience ordering online and by phone resulted in zero food and zero service. (See below from 8 months ago.)

Much to my surprise, the less than stellar, and frankly poor, customer experience has extended to the outdoor seating:

1. Pay first - What? Afraid your customers are going to run off on you?
2. Get badgered to give a service tip at the same time - What? Before even getting any food or service? Here's an idea: Pay your staff better.
3. Here's your take out bag of food: So go home and eat? What is the service tip for then?

These are clearly a reflection of poor management decisions, with a clear inability to understand how to keep your customers.

That being said, the food is generally pretty good. I understand the customer service practices at the Bayview location are better - so I strongly suggest you avoid this location if you're looking for a nice eat out experience after 18 months of COVID.

(Previous review from 8 months ago) If I could give a zero, I would.

Today, I attempted to place an order online to the Raymerville location, but the order did not seem to be going through. I called to confirm, however, the person picking up the phone was too busy dealing with another call. All I had wanted was to confirm if my order made it through online.

When she finally got back to me, she said if I didn’t get a confirmation number, then they did not receive the order and promptly HUNG UP.

Listen, if my order did not make it through, then she should have asked what I would like to order. Instead, SHE HUNG UP WITHOUT EVEN SO MUCH AS WAITING FOR A RESPONSE FROM ME. IT WAS LITERALLY “click”.

I called back to tell her all this - zero apology and still she just hung up.

I want to support our local businesses during this time, but Phoenix has lost my...

I am an old customer of this restaurant. I often visit this restaurant. I happened to be dining in the restaurant when the incident happened. I know the whole process. I think I must restore the scene. The incident was roughly like this. On that day, these young men and women entered the restaurant and sat opposite me and talked very loudly, so I have a special impression! When they paid the bill and left, the waiter went to clean up the table and found that they did not pay enough for the bill. At that time, I heard the waiter say that the total bill was more than $66, but they only paid more than $63, and there was still a little difference to make up the total bill. At that time, I saw the waiter quickly walked out hoping to find a group of people to make up the difference in the bill. Because I have worked in the catering industry, I know that the amount they took back was not right and was deducted from their tips. I hope there may be some misunderstandings here, rather than some malicious remarks. And I am very familiar with this waiter. He is a very nice and friendly young man. I believe that his character will not do such a thing. By the way, the tips in their restaurant will not be counted...