New China Royal Restaurant — Restaurant in City of Auburn

This is our go-to local Chinese place. The food tends to be good and I've never reacted badly to it, the prices are reasonable market value these days for what it is and how much you get, the BeyondMenu option is very convenient, and whenever we've added a note about leaving something out of a dish because of allergens, they've actually done it. That said, mistakes are becoming more frequent -- four out of the last five times we ordered, in fact (and bearing in mind that we only order for special occasions when we have guests, 1-3 times a year.) We got an Orange Beef dish specified as ordered to be mild, at the highest spice level instead, which rendered it inedible to the person who it was ordered for. Our spend-this-much-and-get coupon for Chicken Teriyaki skewers was swapped out for Crab Rangoons, which some people might've been thrilled with but unlike us, those people can eat Crab Rangoons. And twice now, a very large order was placed via BeyondMenu, for delivery to our house, by a guest of ours whose data was going to register as being in one case from another part of the state (order placed for delivery on 04/07/24, with the intention of eating it when they arrived on 04/08. since the restaurant would not be open then) and in the earlier case, being from a completely different part of the country -- the order placed by them for delivery here because we already knew what we wanted to eat from here, but they did not, so they completed the order themselves after making choices, and while we continued with other preparations related to hosting them -- and after we took the crate from the delivery person and they left, and we actually had a chance to look through everything and compare it to their receipt, we discovered that a dish they paid for, was missing from the order. Oddly enough, in both cases it was the boneless ribs. Now, I get that it's a large order, and mistakes happen. But it's a large order....a lot of money is being spent....and maybe take some extra care to keep the same mistake from happening repeatedly, so that investment isn't repaid by wasting their money, and/or make it easier to actually address the issue? No one is waiting around for everything to be checked, at least not when you've also paid for delivery. While the Beyond Menu options for adding item and/or order notes makes communication simple when initially placing the order, without having to rely on being able to hear and understand each other clearly over the phone, there is no text-based option for contacting the restaurant outside of the context of placing an order online. I'm medically home-bound -- I can't just show up to immediately show them what is and isn't in the box and is and isn't on the order receipt, after we've already gotten around not being able to get anywhere by having things delivered. I can't easily address the issue over the phone, and sometimes, there's a delay in realizing the mistake, which conflicts with hours of operation anyway, BECAUSE of how much food was ordered, and for what,...

Absolutely horrible, the food, the customer service, the delivery!!! We waited an hour for our food. When it didn't come, I called and they said we'll check into it and hung up. After a half hour it still did not come so I called again only this time they had blocked my number and didn't answer. I waited a few more minutes and called from my husband's phone. They answered and said they called the driver and he was 5 minutes away. I waited another 20 minutes and tried to call again, but they had blocked me again. Eventually, the delivery person called, but he was at the wrong house and argued with me about the address. Then when I said how long it had taken for them to deliver, he argued with me again. The food was horrible. It all pretty much tasted the same, tasteless. It was awful!! Blocking a customer's number is ridiculous, unprofessional and not good customer service. Never will I order from this place again. I like to support local business, but this will not be one of...

I never usually come here, but when I do, I don’t regret it….. Until now.

Last night I got off of work and I went straight there to get hot and sour soup. Never tried it -was curious- went home took a sip, immediately turned off. It’s definitely an acquired taste, the food was cooked right- just a no for me. I didn’t want a refund, I just wanted to swap for another soup. I talked to the manager. She was cool at first, but said they can’t swap my soup out if I don’t have the other soup with me. Ever since Covid, I didn’t think any other place would be taking anything back from any customer. I told her I threw it in the toilet, which I did, I don’t care, I wasn’t eating it that’s for sure. She said there was nothing that she could do and hung up. You guys lost a customer and I’ll definitely let people know...