Hunan Wok - West Pensacola — Restaurant in Florida

I've been frequenting this restaurant for about 18 years now. I have loved this place from day one. I can count on one hand how many times an order had to be corrected in some minor way. I was a familiar friendly face and when I'd call in my order the lady manager there would know my voice and know what I want. I was very happy coming here up until yesterday. I learned about a policy they have that struck every nerve in my body. IF THEY MESS UP YOUR ORDER IN ANYWAY, THEY WILL NOT REMAKE YOU A FRESH MEAL. I should have requested a refund, but honestly, I dont think they refund either. But I am FOR CERTAIN about the first thing I said because I lived it for the first time yesterday. I ordered my food, picked up my food, got all the way home, pulled out a plate, mixed everything together and took my first bite. The sauce was not seasoned. Bland, brown sauce. It did not have the seasonings in it to make it Garlic Sauce. This is a meal I've been ordering for 18 years so I know what I'm talking about. I call and requested a meal remake. Manager lady told me NO but she will make me the correct sauce fresh. That's all well and good but I've already dumped the incorrect sauce over my rice and by time I come all the way back to your store and take the sauce all the way back home, my once hot meal will be ice cold, soggy and gross!! I was trying to explain I want a fresh made meal. This situation is not my fault so why am I paying the price??? But like a dumby, I go back to the place and get the sauce, hoping if I drive fast enough I can save this meal. I got it and went all the way back home and dumped the good sauce on top of the bad sauce on top of the, now, luke warm, soggy meal. It was a mess. It was a watery soup. I've been a loyal consistent customer that THEY ARE EXTREMELY familiar with. Never complained, I tipped, when they were slow I always patiently waited...a model customer. And to think I couldn't get the first meal I've ever had a problem, that wasn't my fault to begin with, replaced for freshness really broke my spirit. I almost cried, it was that serious to me. Just think, if they'll do this to a loyal customer, think what it will be like for someone who isn't a frequent visitor. My advice to whoever read this review is check over your food in the car before you leave. Taste it too if you can because if it's wrong you are stuck holding their mistake. You're going to be stuck either way, but at least you can catch the error while your food is still hot and run back in there. Hopefully this helps someone. For that reason I will not support a business that does not own their mistakes and stand by their customers. I will not return to this...

So, I've been coming here for a few years and have always had a god experience. Until yesterday. I ordered the chicken fried rice and when I got home I noticed the chicken had a strange appearance. It looked pale white and had a gelatinous texture. The rice and onions seemed off also. I just thought they mixed up my order with someone else's so I went back with the receipt hoping to get it replaced with what I ordered and paid for. When I presented it, the clerk had a look then took it back to the manager?? and when he returned he said that it was fried rice. I disagreed and he had the manager come speak with me. She told me it is steamed then fried and what I left with was fried rice. I said this is not fried at all and she said they don't give refunds and I replied that I didn't want a refund I wanted fried rice. She says ok I'll take it back and put it in the pan and cook it some more (after she had put her fingers in it) and I reluctantly said ok....

After watching her recook my rice I thought wait didn't she stick her fingers in the rice and I said "fluff it if it's so important to them they can keep their rice and steamed chicken" and left.

They will never get anymore of...

For my location, I am mainly a Mr. Chin's fan. Hunan Wok is still exceptional to other Chinese restaurants though. They are a little more pricey and not quite as good compared to Mr. Chin's on most things. I have tried a number of chines restaurants in town and most do not come up to the standards of Human Wok or Mr. Chin's. If you like Szechuan style, then you may wish to come here first. They are the best I've tried for this style. I like very hot food. I doubt any Chinese restaurant will make it for me as hot as I like. You can ask for it to be extra spicy but it will only be extra spicy compared to the mildly spicy context. If you want spicy food in a restaurant, go Mexican and ask for their salsa behind the counter. Some Mexican places will act like they don't understand at all, but a few will bring out something I like. If you want the best spicy food, get Szechuan style food from Hunan Wok, bring it home and add...