Hong Kong Express — Restaurant in Grand Rapids

I've been going to this place for 6 years and food prep is top-notch. Kinda the miss the buffet from pre-COVID days. I'll only say that there's a little bit to be desired in the customer service side based on being in there so often that I've witness countless negative interactions. Most of the time it's a customer asking for a condiment and the woman who is usually there says, "you pay extra!". This latest time a woman said she drives from towns away to get the food and next thing asked for the allotted amount of hot oil that she came with 6 meals purchased. The Hong Kong Express woman had only put 3 in the bag and wouldn't have it when the customer asked for more and stated that she would have to pay. Then the woman claimed she was taking the dinners to a few different locations and wouldn't be able to divvy up the hot sauce. I personally didn't see what the big deal was about giving her the oil if she had purchased enough meals to use it on. They argued for a good five minutes with the lady behind the counter raising her voice at the woman. It ended with the woman just taking what she had and said that she's never coming back. Once upset customer was gone, the worker kept repeating that "people were stupid" and was apologetic to me but also sought my agreement about how she handled it when really I saw the customer's point of view. It wouldn't turn me off from continuing to go there, but I just wish I didn't see these type of interactions 4 out of 5...

I would give this place a negative 10, if i could. A woman and her child were here, were treated HIGHLY disrespectful, for throwing out a small partial plate of food they didn't like. The woman behind the counter, very rudely said to the customer "I saw that, no more". She also continue to tell her, that she may not have anymore soda. Excuse me, but this is a BUFFET! I'd understand the upset, if she was throwing away a whole plate of food & not just a small amount. Even still, to treat your customer the way she was treated & doing so in front of other customers is rude, unnecessary, disgusting, and humiliating. The soda comes with free refills, which this woman also paid for. Nowhere does it say limited refills. Why can't this woman get what she paid for? Not to mention, how eco-unfriendly this place is. You eat and drink with a Styrofoam cup & plate, and it's complimented with plastic utensils (which they don't recycle). On top of everything, the cleanliness is definitely NOT up to par. They lost not only my husband and I as customers, but the 8 other people that were present.. Shame on you, for treating people the way you do. You should feel ashamed of yourself. Never have I ever, witnessed customer...

I had a weird experience with customer service after my second visit. I am a pescetarian (I'm mostly vegetarian but occasionally eat seafood). I ordered sweet & sour shrimp. I drove home and realized they gave me chicken, which I do not eat. I tried to call to resolve the issue. They kept answering the phone & hanging up without saying anything. I waited an hour or so before being able to speak to someone. Again, I do not eat chicken, so I had no reason to hold on to it. I threw it away. They acknowledged that they gave me the wrong item. I asked for either a refund or to receive the dish I ordered. Management said I needed to bring the chicken back. I explained that I had already thrown it away because I had no use for it. They instructed me to dig in the trash for the food, and that was the only way they could help me. I pointed out that it felt weird to go without a resolve over a mistake on their end.

Any food establishment that wants a person to bring back food items, much less ones that have been in the garbage, is a...