Hot Wok Chinese Restaurant — Restaurant in Chandler

If I could give zero stars I would. I am stunned by the experience I just had. My family placed a pickup order for orange chicken, pad thai and fried rice. Upon picking it up and arriving home to serve it up the orange chicken was mushy, soggy, falling apart and completely disgusting. Not fresh in the least. We have had orange chicken literally thousands of times (and have had it here before) and this is the most pitiful thing I've ever had. Secondly, the pad thai is not actually pad thai at all. It has giant flat noodles, not standard rice noodles that are traditional pad thai noodles. Also, it didn't even taste like pad thai.

We called them to tell them and hoped they could remake it so we could come back and pick it up (while bringing the original food back). The woman was EXTREMELY RUDE and not helpful. She started arguing with us, refusing to remake the orders...then even went so far as to say and I quote "the orange chicken isn't supposed to be crispy". Is that so? Interesting because when you look at other photos in reviews of the orange chicken, it's clearly crispy...as it's supposed to be...as it is at every other restaurant. I am praying we don't get sick from the mediocre rice that we did eat. Thank you so much, Hot Wok for souring our family takeout night and for leaving us with no edible food other than one order of fried rice for a family of four. You know that if we had been dining in we would have been treated differently and the quality of the food we were served would matter. Apparently, carryout orders are less important than dine-in? Funny because the price is the same. I have never in all my life had a restaurant that actually REFUSED to rectify a poor food quality issue. Customer service matters and could have fixed this situation. When I have a restaurant that I like, I am loyal to the core and bring lots of business. Unfortunately, that was not the case tonight and I will NEVER order from here again. I would strongly recommend you think twice. Don't believe me? Take a look at the pictures for yourself. The one on the left is what we received (right after opening it) and the one on the right is a photo pulled from a different Google review of orange chicken. Good luck with your business...

Below this is my original review. It has since changed which saddens me. This place used to be my favorite and I recommended it to everyone! Literally the last 3 times I've ordered here it's been nothing but missing items and cold or just disgusting food. I chalked it up at first to someone having a bad or busy day. We all have those! But then the next time it happened again. I still didn't complain because again I gave them the benefit of the doubt that it was just an off day even though I threw away 75% of my 80$ order because it was gross. This time I called because they forgot one of my kids items. No big deal I told them I'd run down and get it. Then when I tried to get my container out of the bag it was flimsy and had holes in the lid and literally could not be picked up out of the bag because the bottom of the container was separating from the rest of the container so I took it with me when I picked up the missing item. The girl said she was sorry and offered to remake my food. I was very nice about it because I love this place but my daughter told me that I kept getting dirty looks everytime I turned around and when she brought me my food it was still wrong. I took it and left. My order was sweet and sour pork with side of veggie lo mein. She gave me sweet and sour chicken with lo mein noodles. No veggies and barely any food for what they usually serve..Definitely feel like it hit a level of petty that is really disappointing so much that I am retracting my original review and will start looking for a different Chinese place to be my go to.

Original review: Egg rolls are the best!!! Definitely my favorite...

We have gone to this restaurant for over 15+ years and have seen the transitioning in front staff, as well as restaurant renovations. On this day, we ordered to-go; lunch kung pao chicken and asked for pork fried rice in lieu of chicken fried rice that the meal comes with. Bear in mind, we have not been charged for the substitution in the past. Thus when it was picked up and brought home, we noted they charged us $2.00 for "add pork fr. rice". It wasn't a side of pork fried rice. I called and asked to speak to a manager. The man answering the phone said "Yes"? I said are you the manager, he rudely said "YES?" I asked for his name and he said "Joseph". I told him about our to go order and asked why the upcharge wasn't disclosed at that time. He started LAUGHING and said yes, there's an upcharge. I said "you're laughing, that's rude"?? I then said it should be disclosed when ordering as in 'sure, we can provide pork fried rice but there's an upcharge of $2.00, is that ok', or something to that effect. He stopped laughing and said they have been doing this charge since December of 2024. He said he could do a credit for the next order. I agreed and then he said when we ordered again to tell them about the credit and then PROMPTLY hung up on me. He literally hung up on me. This is just bad customer service---and it's really unfortunate because the cooks do a great job as their food is tasty. Two dollars is NOT a great deal of money but it is a principle in good customer service to disclose any upcharges. Bottom line, if you want tasty food with rude customer service, then this is the...