Chili House Restaurant — Restaurant in Surrey

This was my second time here and the food and service was just as good. I brought some family along this time. However, when we finished eating, a family member went and paid for the whole meal. We ended up ordering dessert right after. Once finished with dessert I went and asked to pay. Instead of charging me just for the dessert I was charged for the ENTIRE bill PLUS the dessert. I found out we had double paid after we left so I called them. The person on the phone apologized and asked me to come back for a refund. I went back, the staff was apologetic. I asked why their system didn't show the bill for everything except dessert as paid and they said they hadn't cleared the bill and so ended up charging me again which shouldn't have happened. They were still apologetic. They had issues doing the return on the machine. About 10 minutes in, the owner (I think his name was Edward) came in and took over to do the return. Not one apology from him or even a look. He asked his staff what happened and they said I had double paid. He looked at me and said "it's okay you can pay twice". Not sure if he was serious or trying to be funny, but at this point I was in no mood to laugh. I insisted they refund what I paid from my card and charge me $5.20 for the dessert if they really thought I should be paying for it after all this hassle. The owner said "it's not our fault, your family member should have told you he paid". I have never been to a restaurant where someone from the party has paid for the entire meal and then be charged again. Usually they just say, everything is paid for and charge you for the add on. So I told the owner that they should have cleared the bill when it was paid. He said they don't do that and I told him his staff just told me that's what they're supposed to do. He didn't respond and took to calling the machine company to void the bill. After about twenty minutes of waiting he finally handed me a void receipt. At this point I told him to charge me for the dessert as I didn't want his hand out since he didn't think they had messed up. He's like " no the other guy made a mistake, so I'll charge him for it." I told him I didn't want that and that he should just charge me. Even at this he made me wait a couple of minutes because he wanted his staff to do it. He finally did it himself and didn't apologize even after everything. Since they get a lot of business he clearly doesn't care about his customers. I make it a point to eat at this place when coming from out of town but this would be the last time. Staff and food is good but the owner's attitude is the worst and he doesn't deserve...

I felt really compelled to write this review after today. I went here today with my mom as the buffet we were supposed to go to next door was closing in 30 mins. We decided last minute to go here instead. Boy was that a mistake. The place opened at 2:30 pm and we were the first people there. We were not greeted well. Were given menus that had no prices that were thrown in front of us. Was told to scan a QR code for menu prices because prices change. My mom is a senior and doesn't have access to all that. Eventually, one other lady got a menu with prices. The water was brought to us warm and straight from the tap. No smiles from our waitress she was extremely rude. As we are trying to eat and the only people inside she is putting plates on empty tables loudly walking by us never once asking how we were doing and never once asking us if we need a refill of our glasses of water. My mom asked herself for a refill. She looked annoyed we even asked. It would have been nice to be acknowledged. Our whole time there they didn't even ask if we wanted any other kind of drinks. Honestly, the prices are wayyyy overpriced for the quality of food and service! Three dishes with little portions were $55.00. If we were even given so much as a smile I would not mind paying but the service was so bad. The rice was hard and just seemed to be warmed up. When we were leaving I asked for a box to take the leftovers and she announced there is a charge for that. I'm like ok fine ill pay unless you expect me to take your plate outside. I'll never go back here the atmosphere was terrible and so many better places to eat in Langley with reasonable...

We have been going here for many many years, but today was one of the worst experiences we have had from a restaurant, and therefore we will never be back. They have takeout only right now because of the pandemic, so we drove 40 minutes to get our food. We ordered Hakka chicken chowmein, Mongolian chicken, ginger and garlic chicken and beef with broccoli. Upon opening the containers at home, we realized that the 2 chicken dishes were the exact same. Exact same sauce, chicken and taste. We were a bit frustrated because we drove so far back home, and just wanted to eat! So we called the restaurant. We spoke with the main manager/owner, who we have been served by many times. When we tried to explain the situation, he said we were wrong and kept putting us on hold. He then started arguing and said "what do you want me to do". We were a bit flabbergasted because as someone who works in the customer service industry, you should have measures in place to fix it. We also said that we would send in a picture to show the items were identical, and he proceeded to yell and tell us to drive back, which we explained we couldn't as it was a 40 minute drive. Super irresponsible, and lacking basic customer service skills. If you want to have a good time and decent food, I would recommend going elsewhere like dragon wok or green lettuce, places where they know how to treat others...