China Family Restaurant — Restaurant in Austin

We got, fish filet in Chili oil from this restaurant and found insect in our food and which made the food inedible!!! I immediately called the restaurant to report this and shared my concern, there was a "sorry" given to me. Other than that there was no proactive response from the restaurant. So i again called back the restaurant and asked for refund. The cashier took my name and number telling me i would get a call back after checking with the manager about this incident. BUT i never got that call !! We have bought same dish on multiple occasions from this restaurant, but this time around we were really surprised and highly disappointed due to this incident!!! There should be no compromise on food quality and safety at any cost on any day or occasion!! As the customer trusts the restaurant and expects utmost food safety. I hope the restaurant management take this incident seriously and necessary actions are taken to strive towards food safety! Photos are attached as reference to notify the restaurant.

MY REPLY TO THE RESTAURANT'S RESPONSE: I AM NOT TRICKING YOU, STOP MAKING FALSIFIED CLAIMS AND FOOL OUT OF CUSTOMERS !!! I purchased the food on 06/19 not on 06/18 as you claim in your response (Please don't go and change the date, as YOU are cooking up stories). I called on 06/19 not on 06/18 as you have mentioned in your response. How can i call you on 06/18 when i never purchased or came to your restaurant on 06/18. I have both credit card and call logs to prove this. I am in complete disbelief and shock looking at your reply. I never complained to your staff about the food not being spicy, stop cooking up stories for your convenience. I didn't request for refund when i initially called, but wanted to mention about this dismal incident of insect in food for which i only got SORRY, which is what i have mentioned in my earlier review. As the food was not edible anymore due to the presence of insect i called the second time asking for refund and the staff mentioned that i will get a call back from the manager how the refund will be handled. Irrespective of the refund or not i had to mention about insect in food, as food safety is penultimate goal of a restaurant, hence i posted on google review. After 2 days i got a call from the manager on 06/21, during the conversation the following statement was made by the manager, "if a refund is given will the review be taken down!!!". 18.39 USD which is what the dish costed, is not a huge amount for me!! I didn't had to take time from my busy schedule to call just for the refund. The Objective was to bring the incident to the management's notice so that such incidents doesn't happen in future. Especially when you are in restaurant business you must have utmost people skills, i feel sorry seeing your reply. When a review is written it should be taken in a positive way and strive towards improvement not blaming it back on the customers. If you can't cook insect free food, stop...

I ordered 3 times from this restaurant and the food was good. The 4th time I went there the food was definitely not fresh and when i asked for it to be replaced the lady told me “I’m not the boss I can’t replace it and it tastes good everybody likes it.” Really bad customer service for a return client. After spending my money there and having to throw the food away, it’s safe to say I won’t return. Take your business else where, where you will be heard and appreciated as a return customer.

Answering your reply: It was sesame chicken. Rice was good but the sesame chicken was not. And I think your asking the wrong questions now, this should have been handled in-person when I mentioned it to your staff. They should have taken the time to listen to me and try and figure it out. Plus it’s disrespectful to tell a customer that clearly has a concern that “everybody like it” like I’m the one with an issue. I’ve had it three times I know how it supposed to taste like. Very very disappointed in your service and the way I was treated by your unprofessional staff. Like did you guys think I wanted free food? I paid for it and returned it almost full. For paying what I paid and being a return customer I should have had better food and...

I was craving Szechuan food for lunch today. A quick Google search led me here. When I arrived it was absolutely barren inside. No patrons and just a young spanish-speaking gentleman at the counter. My gut said, "Go elsewhere," but I thought truly can't be too bad. The meal cost $27 out the door with tip and tax. I got the pork and garlic sauce (requested more peppercorn), white rice, egg drop soup and diet Coke. The pork dish wash spicy but also unusually sweet causing it to clash. I am a huge fan of mala Szechuan food, and this wasn't it. I did appreciate they used black mushroom fungus, celery and bamboo shoots, but the sauce was off. Soup did not come with "crispies" on top, so I requested them. I had to show a picture of what I was referring to in order to get my message across. The building itself looked incredibly unkept and dilapidated. The owner should definitely consider a remodel and hopefully to reduce the price of meals as this is where students eat. I left sad and...