Imperial Palace — Restaurant in Freeport

My husband and I were in Freeport due to military obligations, I checked reviews online before we even went to the restaurant, and it said it was the 3rd best restaurant in Freeport. The food was decent, we could tell the rice was frozen though. The crab ragoon was probably the best thing we had there.

The main issue however was the service. Before I get into details about our particular waitress, I'll give the run down of customer service overall. The male hostess had the option of giving us a booth or a table on either side of the restaurant, and he ended up picking the booth that had the tip and receipt still on the table, no silverware, and had not been cleaned yet. I ended up taking a tissue and wiping down my seat. The other people we interacted were bustgirls, and although they were polite their greetings were stiff and unnatural. Like the first bust girl we encountered interrupted our conversation just to say "Hi" and nothing else as she was giving us water. The second bust girl did the same thing and randomly interrupted us (she wasn't doing anything at our table) just to say "Hi" and nothing more. Again, they were very polite, but the only time I want to be interrupted is if there's something they need to ask, or if they're checking up on us.

Our waitress was a real gem, I'm of course being sarcastic.First of all her appearance was very sloppy. I have african american hair, I understand how hard it is to maintain hair. However, if I can at least put my hair in a neat ponytail on the worst of hair days, this woman had no excuse. It honestly looked like she hadn't washed, brushed or styled her hair in days. A sloppy appearance only concerns me because she's handling my food.

My second gripe is that she explained nothing on the menu. My husband had no idea there was a drink menu until after we order, this wouldn't have happened if menu was properly explained. I'm used to going into a restaurant, having them ask if we're new, hearing about the specials, and having a special menu explained to us.

Another issue was I accidentally spilled my tea as I was pouring it into my cup. The waitress comes by the table and sees me cleaning up the tea. Instead of offering to help me clean up the spill or leaving quickly to get napkins, she asks us for our order. I order the appetizer and then she says abruptly, "Do you want me to come back for your meal." When she asked us to place our order it was after approximately 10-20 minutes of being there, and she had already asked us if we were ready to place our order, not if we wanted and appetizer or something. So then afterwards we place our order, and it's only then she go gets napkins. At the time I was wearing a nice sun dress, so had I not grabbed a napkin from a neighboring table, my dress could have had a nasty stain.

The waitress obviously hated her job as she had a bored expression on her face and was moving along slowly. Also we expected our chicken to have a crunch, being that it was fried, and it did not. We do not know whether it was because the waitress failed to bring it out in a orderly fashion and the chicken became soggy, or because of how it was cooked.

Overall nice for the price, but if they want to bring in more regular customers, they need to make some changes in...

I will NEVER be giving my business to Imperial Palace in Freeport again. I’ve never been treated so terrible & by a manager none-the-less.

My family ordered lunch there, like we often do. The lady on the phone was laughing and talking to someone in the background while taking the order. So much so that she had to call back and verify one of the things we wanted. Well the order was wrong and we were charged an extra $10.25 due to this. When we called, my mom explained the issue and the guy argued with her. As she continued to speak to him, he hung up on her.

When I called them back, I asked to speak to a manager, which he stated he was the manager & confirmed he spoke to my mom. I asked why he hung up on her. Which he said she was yelling, complaining & acting entitled. He started to raise his voice, which I asked him not to do. He then proceeded to say my mom yelled at him so that’s why he can yell at me. He then said my mom should have explained herself better and not yelled, then they would have handled her complaint. He also said my mom should have explained herself better to the woman who took her order.

I can, with honesty, tell you my mom did not yell at him or act unreasonable. She simply asked the order be corrected and when he began arguing with her, she told him they needed better customer service. Which he clearly did not like & hung up on her.

We’ve eaten there for years but I will not provide my business to a place who is so disrespectful. We all get frustrated by customers but to hang up, yell at and call your customer entitled because you don’t like their complaints is completely...

I don't usually post food reviews, and never posted a negative one before. Over the years I've probably eaten at Imperial Palace 100's of times, both lunch and dinner. Typically the food has been excellent. Up until Friday, Feb. 4, 2022, when I picked up an order. Nothing unusual about it; it was something I'd ordered dozens of times previously. One item was hot and sour soup. I don't know what happened, but it was a disaster. Instead of a light, tangy soup the container held brown mush. As if the corn starch container had spilled into the soup. The flavor was nothing like I'd had before. In truth, whatever it was should never have left the kitchen.

Sadly, the disaster didn't end there. The entree was chicken and vegetables in a sauce. The sauce was a sticky brown glue that was like nothing previously served and the veggie were mush. I hesitate to say it tasted bad because it was edible. Barely. But it was of such poor quality that, again, it never should have left the kitchen. Normally after a meal there's some soup and entree left over that gets reheated on a later day. In this case, it probably will be thrown out. Yeah, it's that bad. I might eat it...........if I was starving.

I get that covid has hit restaurants hard and that finding and keeping employees has been a challenge. So these comments are offered as constructively as possible. Something is wrong and needs to be fixed quickly. If not, my fear is Freeport will lose what formerly had been an excellent...