Banbuxian Restaurant Richmond — Restaurant in Richmond

Prefacing this 1 star review with this is actually one of our favourite restaurants. I've been to this location at least 4 times with various parties and the kingsway location 3-4 times as well. However our experience yesterday was just atrocious. I joined the waiting list and was quoted roughly 30mins, which is fine it's peak dinner time on a Saturday. However 2 mins into the wait, I received a text saying "your table is ready, please report to wait staff within 5 mins." So we go back, however there is no table ready and we proceeded to wait another 20 mins. Finally one cleared up (on the second floor), and we were told we can just go upstairs, there was no wait staff to show us to our table. We go upstairs and place our orders on the mobile website, then proceeded to wait 35 mins for the food. At this point, it's been approximately 1 hour since we were told the table is ready and we're still waiting for our food. Meanwhile the table beside us placed their order 10 mins after us and received their dishes (entrees and appetizers) way before us. Halfway through our meal we asked for a pitcher of water, my partner had to get up and find a wait staff, he said he will bring it over but then proceeded to bring the pitcher to a different table. I got up at this point and told him "I think you mistakened us, we are the further table that's asking for water" and he responded "oh you want water too?" . When we finally went to pay the bill we decided to not tip based on the above, and because there was no service provided, no wait staff even spoke to us, all orders were made through our phone. However the waiter handling our payment then had the audacity to say "sorry the total does not include tip, you must tip." I told him of the above and told him that based on this I do not believe a tip is necessary. He told me that regardless of my experience, "tipping is...

My friends and I went to this restaurant, which my friend claimed was really good and worth visiting regularly. However, we had a disgustingly awful experience. In the spicy shredded potatoes, I found a strand of white hair with a follicle attached to it, which was revolting. One of my friends had already eaten some of it and had to pull a strand out of their mouth. By the time we discovered this, we had almost finished the dish, and nobody had the appetite to eat anything else. Initially, a person claiming to be the manager, Penny, denied the incident, suggesting it might have come from another dish as all their chefs wear hats. However, after demanding to speak to the head chef (who was said to be the owner), we were offered a refund for the dish plus a 10% discount on the entire bill, which was over $200. The $20 compensation felt like a mere gesture. Later, a chef (not the head chef) came to apologize sincerely, explaining that the head chef was too busy with restaurant matters to handle such issues. His apology seemed genuine, and had Penny approached us initially with this attitude, we might not have been as upset. Since there was a camera pointed at our table, we requested footage as evidence but were denied. In the end, we settled the bill with a 30% discount, excluding drinks, but still paid for the shredded potatoes. It was clear that at this restaurant, customers were not respected, and they seemed indifferent to losing one customer, knowing there were always others waiting in line to dine. Our only recourse seems to be reporting the situation to the...

The service experience was extremely poor. The three of us were only given seats at two tables. There were actually larger tables available, but because the waiters were too lazy to clean up, they forced us to sit together. After a few dishes were served, we realized there wasn't enough space and reported the problem to the waiters. The waiters said they would solve it later. But even after all the dishes were served, no one came to solve the problem. Even when the last dish was served, the waiters chose to take away the tissues, leaving us with nowhere to put our bowls and not offering us a change of table. After other guests finished and left, the waiters arranged for two people to sit at a table for four, but still didn't solve our problem. It wasn't until we got angry that they changed to a larger table, and the waiters' attitude made us feel that we were being unreasonable. When we checked out, they charged us for two extra bowls of rice, and if it weren't for me looking at the bill, we would have been overcharged. In short, the food was okay in taste, but the waiters' seating arrangement was completely lacking in thought. Because of their laziness, it made the guests very uncomfortable. Please hire some more diligent waiters. You are the ones providing service, not doing nothing and expecting...