Madam Mam's Thai Cuisine, North at Anderson LN — Restaurant in Austin

I had the worst service experience of my life at this restaurant a few days ago. This is my first time ever writing a Google review. I’ve been dining at this restaurant for like 10 years, but after this experience, I will never go back. The issue was the new manager—I've never encountered a manager as rude and unprofessional as him. I called to order to-go, and the person who answered the phone was the manager. He told me the food would be ready in 20 minutes. When I arrived 20 minutes later, I paid for my order and was expecting to receive my food. However, only one of the two dishes I ordered was ready. The manager, without offering any explanation, simply told me to wait a little longer. and then, he sat at the counter and continued using his phone. Meanwhile, 4-5 other customers who arrived after us all received their orders and left. We ended up waiting an additional 20 to 30 minutes. By the time we finally got the missing dish, the first dish had already gone completely cold. The manager never once apologized, which made me even more frustrated. I told him that the first dish had gotten cold and that I couldn't eat it. Instead of acknowledging the issue or apologizing, he rudely snapped at me, saying that he would refund one dish. His attitude and the way he raised his voice were completely unacceptable. Shocked by his behavior, I asked to speak to the supervisor, only for him to say that he was the manager. I couldn’t believe that someone with such terrible customer service skills was in charge. Then, to make things worse, he had the audacity to bring up a previous visit, saying, "Didn’t you complain last time, too?" Yes, I had made a complaint before—but that was because there was a bug in my food! At that time, the server handled the situation professionally and kindly, so it was resolved without any issue. When I pointed this out, the manager had nothing to say. But what infuriated me the most was his complete refusal to acknowledge his mistake. If he had simply admitted that he had forgotten to put in the order and apologized, I wouldn’t have been so upset. Instead, he kept insisting that it wasn’t a mistake and continued to act aggressively toward us. In the end, I was so frustrated that I demanded a full refund and left.(plus It took a whole week for the refund to be processed to my bank.) I’m still furious that I never received an apology from that manager. I can’t believe someone like that is allowed to manage a restaurant. I never thought I would write a Google review, but this was the worst restaurant manager I have ever encountered. This was a place I used to visit frequently, but because of that one person, I will never return. If there was such an error, you should have first explained the situation and, above all, apologized for the mistake. When we arrived to pick up our food and one item was not ready, and I think I should have been informed immediately instead of telling us to wait and walk away. However, that day, we did not hear a single apology.

Also, we placed our order over the phone, and you told us it would take 20 minutes. Check how long we actually had to wait from the time of our call.

In addition, the manager started to talking about the previous complaint. He said "you were the one who complaint last time". I don't think that is a right way to explain why the food is delayed. and actually the previous complaint was about a bug in our food which is entirely the restaurant's fault. So I said that it was about finding a bug in the food, and the manager had nothing to say. Instead, he only made the situation worse.

If you had truly done your best to handle all these issues, the first thing you should have done...

Today my husband and I went there to dine in for the second time and it came to our conclusion that we will never go back again.

The first time we went there, it was our friend’s recommendation. So we drove 24 miles, over 30 minutes from Round Rock, got there a bit before 9:30pm. We did call ahead of time asking when they stopped serving food for restaurant closing at 9:45. A lady told us on the phone the last order would be 9:30. However, when we got there waiting to be seated, the manger told us the kitchen was closed. When I told her we had talked to someone earlier and it was not yet 9:30, she got frustrated, unwillingly went to talk to the kitchen and a server got us seated. The entrees and fried rice we ordered were too sweet. So we thought ok next time we would try something else.

Today we went there around dinner time. We asked our server questions about some entrees we were interested in but wanted to make sure they were not too sweet. She seemed short from the beginning, became impatient when we asked about several options. My husband and I are just not a big fan of sweetness. We had Thai food elsewhere often and not everything had to be too sweet. So we asked her to let the kitchen know we wanted less sauce, less sweet. She finally took our order and before she walked into the kitchen, I saw her throwing menus back to the front table. It was very obvious to us then she was impatient and rude.

The entrees and fried rice (different from last time) were unnecessarily very spicy and still too sweet. They were just not good for health. So we came to the conclusion at that moment we would not drive 24 miles to come back to the restaurant again.

When we were ready to leave and asked for to go boxes, the manager came with the boxes. She started by saying it was difficult for their staff to prepare our food with so many request and that we gave our server a hard time that she was tearing up when she went back to the kitchen…..???????? I told the manager politely that she heard only one side of the story and that server obviously was in a bad mood because she was short and rude. We only asked questions because we did not want our food too sweet and today was only our second time there. What shocked us most was what the manager said next.. she said she would not charge us anything today but asked us not to come back again!

We’ve never experienced any restaurants with this kind of customer service. We love all kinds of ethnic foods, from family-own to upscale restaurants. This is by far the most terrible dining experience we ever had, food and customer service combined. Their food might be acceptable for people who love sweetness and spiciness, who just order from the menu without any special requests, and who don’t care about customer service. But it...

Not sure where to start here. We came in for dinner around 6:45 and there was a big table for a party in the restaurant. As we were waiting for our friends to arrive, the waitress told us it would be a good idea to order before the big group if we didn't want to wait that long. As soon as she said this, we agreed and immediately ordered since we were starving, telling her our friends would be fine ordering after. We ordered two appetizers and only end up getting one. We tell her we want to cancel the second one and didn't think much of it. Our friends get there, order and we proceed to wait. We start seeing the big table getting all of their orders in before ours and we understood and again didn't think much of it. Then our friends get their food before us and we again didn't think much of it and just waited. Then we start seeing other tables come in, about 3-4 who came in after my friends and they were getting their food in before us. It is now 8pm, our friends are still sitting there waiting to eat because we haven't gotten our food. Now I understand that with covid some restaurants are struggling to keep up, and we were being patient for that reason. However, the waitress barely checked with us during that time and came twice to the table saying she was going to check on the food. At last the food arrives, and the waitress proceeds to lie to us by saying that it looks like we didn't get our order in before the big table, which was not true. Our friends and the tables coming in all ordered after the big table and we ordered when she asked us to before the big table had put in their order. Reality is something happened in the back and the waitress didn't want to own up to it or apologize for them. I end up telling her I did not want my food after she lied to our face and after asking why we tell her it was because of the delay. After our friends finish eating their food we get the checks and she proceeds to throw the cooks under the bus and claiming it wasn't her fault, desperately trying to save a tip that in my opinion was not deserved. On top of all of this, my partner who decided to eat her food ended up getting food poisoning from her food, perhaps because it was rushed? Needless to say, I used to prefer this restaurant's food over other Thai restaurants, but we will not be coming back because of this overall...