Wok N Roll — Restaurant in Biddeford

Hello folks! I have to say, I've lost my faith in Wok -N-Roll. It's a never again for us. A little bit down the list of reviews here, is a review by Kathleen Felton. She mentioned a man who "He's hyperactive, NEVER shuts up to listen, and creates chaos. He's bad enough on the phone, hangs up prematurely, half intense and is argumentative, and should NOT have a customer service job." The dude she talks about in her review sounds EXACTLY like the same dude I have had the extreme displeasure of dealing with. In addition to her description a few of my own descriptive phrases come to mind...."he" often times speaks quickly, similar to the micro machine man, is semi-aggressive when confronted about bad service or questionable food, is extremely disrespectful and will talk over you till you give in and stop. My order was for 6, and the total was $97 and some change. I was quoted 45 minutes to 1 hour for delivery. At 1 hour and 15 minutes I called because it was 15 minutes over the high end of the time window at this point; and I have gotten two cold orders (one order where we didn't even get what we ordered AND it was cold) before this one. When the micro machine man answered I told him I was calling to inquire about where my food was because it was over the time window. He said, "let me guess, you ordered ONLINE?" I said, "Noooooo, as a matter of fact, I ordered from you." I reminded him of what was what and explained I was NOT going to spend almost $100 on cold food AGAIN, and where was my order exactly? Micro-machine man said "It's hot and fresh, and it just left the shop!" I told him if it was cold I was going to refuse the order and send it back. He said, "knock yourself out." At that point, I just wanted to reach through the phone and slap the nitwit in his mouth, but we can never have what we want; even if it's as simple as hot chinese food by when we were told. Ten minutes later I got a phone call from a very polite delivery driver asking which door. Guess what, I paid for the cold food and tipped the polite young man. Just wanted y'all to know that the containers on the bottom of each bag were hot, only on the bottom of course, while the rest of the food was room temperature/cold the further up you went. Fresh my a$$ , anyone who has worked in a kitchen knows about warmers..... NEVER EVER AGAIN!!!!! Wok-N-Roll in Biddeford has only gotten worse Trust me, it's not worth it! The food is also terribly bland, big portions sizes or not. Oh and yes, they do take the phone off the hook so they can stop taking orders.....I've witnessed it myself. Just all around crappy business where you get lucky less and less...

I have been ordering here for over a year now, minus the few months I had moved out of town. My last order was missing part of an item. I called thinking they just forgot it. I was told they never have the item (dry noodles)in stock. The online system did not disclose this or I would not have ordered that item. I ended up wasting the item (chow mein) but did not complain or ask for a refund. Today I ordered online and entered explicit delivery instructions. I provided the elevator code and stated I have a femur fracture and cannot leave my apt, to please leave it on the mat. I missed the delivery drivers call by 10 minutes as my ringer was off and my phone did not vibrate. I immediately called and text him without a response after 10 more minutes. I then called the restaurant only to be told he left it in the lobby. I explained I cannot reach the lobby, therefore the food. I was told, rudely, "you didn't answer your phone". I again explained I have a fractured femur and cannot get to the lobby and successfully carry the food back. I explained that I left explicit instructions when ordering online, including the elevator code. I was told the instructions said only " leave it on the mat". I double checked the instructions I entered before I submitted my order to avoid confusion. Instead of just saying "hey, your two minutes from the restaurant so we can run it up on our next delivery" I was rudely told they will refund my money and PICK UP THE FOOD. So they are coming back here anyway. I truly don't understand why they wouldn't just finish the delivery when they went out again. I've recommended this place so many times, so I'm reviewing now as I'm just done. I don't know what changed but the food was not as good last time, which is why I tried the chow mein. I waited a few weeks thinking it was an off day or two. However, the fact that I'm a paying customer with a fractured femur just asking that they deliver the food to my door is pretty basic common sense. Did the instructions get lost in translation from the online service? Possibly. Is that the customers fault? I wouldn't think so. I hope whoever gets my food, enjoys it. Taking food back into the building makes me envision recycling and just no. In case you're wondering,...

Let me start off by saying that Wok N’ Roll usually provides us with good service. It is usually quick, tasteful and with big portion sizes.

But, any time you call, it takes numerous tries to get through to someone on a phone. I’ve had times where I’ve called repeatedly for 30+ minutes getting a busy tone before I got on the line with an order taker/cashier. A gentleman that typically answers is very nice and efficient.

Today was a totally different ballgame. As usual, I got a busy tone half a dozen times before getting on the line with someone. A woman finally answered the phone and put me on hold before taking my order. I was told it would be 30-45 minutes for our food to be ready, which was no problem.

We got to Wok N’ Roll about 45 minutes after we placed our order. We waited outside for 10 minutes before an employee even acknowledged anyone outside. She brought one man (a walk-up) his order without even looking up or acknowledging our car or the gentleman parked next to us. After about 5 minutes, the other gentleman left (with no food or acknowledgement himself) but we decided to stick around. After no acknowledgement whatsoever, we left about ONE HOUR and ten minutes after our order was made via phone, which was 25 minutes over the quoted time.

When I got home, I had one phone call from Wok n’ Roll that was made to us a full HOUR and 20 minutes after our order was made and they called back about 25 minutes after that to tell me my order had been “done for a while” even though we waited outside as directed (as the establishment is locked to outsiders due to Covid) for a full 20+ minutes without acknowledgement. I didn’t answer, as I was frustrated that they wasted our time. Luckily, we were planning on paying cash upon pickup, so they only wasted our time...not our money.

I work in service as an essential worker myself and I know that times are hard right now for everyone. Due to knowing what it’s like, I normally wouldn’t complain. But, waiting that long with no acknowledgement (and no call until 30+ minutes after our order was supposed to be ready) is simply unacceptable.

Our business will go to another Chinese food establishment in town until Wok n’ Roll can get it together on the service...