Wen's Kitchen — Restaurant in Cleveland

I had the worst experience ever with the person answering the phone at this restaurant tonight. She apparently also gives water to customers. Basically either the restaurant never marked my delivery order as ready on their end and thus caused a huge delay in the delivery app, or Uber didn’t move the order forward to find a driver. I had conflicting information in the app and needed some clarification. When I called, this lady first claims they don’t have mobile orders, then refuses to answer my question on whether the food’s been ready for long or they just finished working on it. All I wanted was an honest answer so I know whether Uber got it right or wrong (since they also had inconsistent answers). Yet, this lady kept on repeating they are busy and that she doesn’t need to press anything in the app to move the order. For background, the status was in “preparing food” for 50 minutes for a single dish. It took me some persistent pressing for her to tell me that my food’s been ready for 20 minutes. I don’t mind if it’s Uber’s fault or the restaurant’s fault for not handing over the order, I was simply in disbelief that a customer would be confronted with such extreme rude ridicules and avoidant responses that never directly addressed any of my inquiries. She repeatedly asked me to contact Uber and even asked if I talked to a human, yet still delayed to tell me just how long my food had been ready and sitting there waiting. I had never witness this level of irresponsibility and avoidance in the service sector, it’s appalling. I do hope the customers in the physical restaurant don’t have to deal with this type of attitude! People with this mentality and attitude should not be working in a restaurant. I don’t even know if I trust if she messed with my food… given she...

Traditional Sichuan food in a very lowkey setting. It's dingy, pretty empty, and just barely staffed which almost made us turn away at the door, if not for the intrigue of the photos of the spicy boiled fish special and the steady stream of loyal takeout customers.

Maintenance and decor are in the "hole-in-the-wall" category, and after being seated under the flickering neon window sign, I almost was ready to leave again. Strangely, much attention was given to the large, laminated menu which promises colorful and aromatic Chinese dishes traditional to Chongqing, and also that your wallet will take a small beating.

To test the waters, we got just two dishes - Chili Sliced Beef (a favorite cold app of mine) and the Chongqing Spicy Tilapia Special. The beef was tasty and tender, just the right amount of heat, and with a healthy dose of crunchy fried peanuts. We weren't sure what to expect of the Special, but we were not disappointed. Our friendly waitress brought out a large tank practically the size of her torso filled with bubbling, hot oil, HEAPED with fish, herbs, and inexplicably... french fries?

The Tilapia Special is quite heavy and very filling, but the tilapia was actually cooked just right without being too chewy. It's served Chinese style, meaning that there will be bones to maneuver around. I don't think it's necessarily worth getting the other add-ins like lotus root chips and mushrooms since we didn't find many in the oil bath, but you do you.

The sole front-house staff was our waitress/hostess who continually manned the take-out guests while pleasantly obliging all our asks such as extra rice, water, and napkins.

Overall: great flavor and friendly service, countered by overpriced dishes and...

Overall Wen's Kitchen to me would seem like a pretty good Chinese restaurant to eat at. The food here was authentic, delicious and flavorful, a good selection of warm and appetizing dishes on their menu to choose from. The staff here at this restaurant are overall doing a decent job, but it seems like that they're not listening to customers' feedback, as I encountered a mistake in our order as we requested a replacement from spicy Kung Pao Chicken to the non-spicy version, but they simply re-stir-fried the spicy chicken by adding some bell peppers to dilute the level of spiciness, and we feel like they are not being sincere to our request. The setting of the restaurant's dining area is overall pretty clean, however the restroom at this place is in terrible condition, very dirty and old, looking like it needs to be remodeled, which is one area of improvement that this facility. Another area of improvement that this facility also needs to work on is the parking lot at the back of the building where the restaurant is, as it is worn out with lots of cracks and potholes, and overall looks very run down, needing...