Asian House — Restaurant in Madison

So, here goes and please excuse any typos.....I placed an order via Ubereats for 6 items that totaled $66.41 and Ubereats put a hold of $80.32 on my credit card. In the same order description, I asked for extra soy sauce packets and an extra dry rice noodle packet that normally costs less than $2 anywhere.

As soon as I submitted the order I noticed my total increased from the $66.41 to an additional $4-$5. I immediately called Asian House to find out what the extra charges were for. The lady with the soft voice,who is normally the same one who answers the phone or takes your order in the restaurant, told me the charges were for the normally FREE soy sauce packets and an extra dry rice noodles pack for my Egg drop soup. Then, I went into my UberEats app to cancel the order right away within less than 2 minutes and received confirmation via the Uber Eats app that the order was canceled. So, I went about my next day or so but then wondered why I hadn't received any confirmation of the order cancellation and refund via email, or heard anything else.

I noticed the app wasn't showing a refund so I contacted Uber Eats to find out when I would get my refund. The 1st person out of maybe 5 that I called and chatted with told me they couldn't give me a refund because the merchant already started the order and they don't want to inconvenience the merchant so they don't offer refunds for orders canceled in the app. Keep in mind, the UberEats app allows cancellation of orders and DOES NOT initially show anything stating no refund will be issued in most circumstances.

I contacted several more UberEats agents because I said this has to be a misunderstanding but they all told me they couldn't help me and one even hung up on me. I also spoke to the lady at Asian House maybe 3 times and she told me they never received the money from UberEats for my order, so they can't give me a refund and to call UberEats for a refund. She then went on to say that UberEats pays them at the end of the month so they haven't been paid for the food yet.

This resulted in back and forth between Asian House and UberEats. UberEats said they sent the money to the merchant but then went on to tell me that when a customer cancels the order for any reason that is not related to a driver issue that the person who placed the order loses their money...meaning no refund....which ultimately means UberEats and Asian House stole my money for food I never received. UberEats allows easy/fast cancellation via their app, plus I literally canceled in less than 2 minutes so there's no way Asian House started preparing my order, as I was told by UberEats.

I provided proof that I canceled my order in less than 2 minutes and that Asian House couldn't have started the order within that time because I called them immediately after placing the order to question the additional charges they padded to my order for soy sauce packets and a dry rice noodles packet. I didn't agree to pay almost $5 extra for any soy sauce packets and a tiny dry rice noodles pack, but Asian House added the charges w/o my permission.

After Asian House padded almost $5 to my account for charges I didn't authorize, I asked for my refund for the order I canceled but they corroborated with UberEats to not give me a refund. So, in lamens terms, Asian House worked with UberEats to keep my money for food they never prepared and I never received. The fact the lady at Asian House never tried to refund me and kept sending me back to UberEats knowing they wouldn't refund me shows they were aware that they could pocket money for food they never sold. This is a scheme and I'm hoping to sue for this.

This is the lowest of the low. I gave Asian House another try even after receiving a bitten egg roll. What I got out of giving them another chance was they padded my order with charges for soy sauce packets and a dry rice noodles packet, denied receiving the money for my order, told me to dispute the refund with UberEats, and to this day have never refunded my money or even tried to deliver...

I ordered some food and steamed dumpling was terrible. It had thick skin which was not fully cooked and I could taste the flour directly from it. My friends said steamed dumplings should be made with really skinny ones to ensure they are fully cooked. Dumplings from this restaurant look more like rice cake. Also the content was insufficient which just made flour taste stronger. I asked them refund for just steamed dumpling but they said "we prepared everything fresh, we deny for the refund." The dumplings were indeed not in a good shape to be sold, but they sold it and took economic benefit by providing bad food.

Also the appearance of "Boneless Spare Ribs" look like this ,so be aware of it. The website did not talk about the red sauce (greasy sweet and sour sauce), and it somewhat made me feel like not eating... Also did not taste good. I expected plain ribs which are seasoned with salt and pepper.

Anyways I understand why people said food don't seem fresh from this restaurant. Nothing from here was fresh. And the customer service was terrible, I won't be ordering from here.

I attached pictures so I hope people can judge whether they should eat from here or not. To be honest cookies and general tso chicken tasted greasy too and did not seem fresh as well.

They should accept their fault and provide better service next time rather than saying they provided everything fresh. It is surprising that I am the first one to provide the actual pictures.

Just google the images of the food "spare ribs" and "steamed dumplings" then people can know that they provided poor...

We order from here regularly and usually love this place, and always recommended it to our friends. BUT — Tonight had we ordered Kung-Pao chicken, among other things for my family delivered, and there was ZERO CHICKEN in it. Usually I don’t call and complain and we just eat our meals, but ideally. I wanted us to have something more filling then celery…. I looked thru the entire container looking for chicken before calling. When I spoke with the woman who took my order she swore it had chicken—I inspected..again.. there was not. She told me I could come down to the store so she could “show me where the chicken was” I expressed that this was extremely inconvenient as it was already 9:30 and I had a child who it was already getting late for. Being as my delivery was already late as well. She demanded I come to the store for her to show me the chicken. I then asked for a manager—or some type of refund or exchange. (Mind you she had hung up on me 3 times during this conversation) I called one last time, still just trying to get what I ordered or just a refund. I was willing to come to the store at this point. She continued to demand there was chicken in it and there was nothing she was going to do about it. Now at this point I am frustrated and tell her she is giving terrible customer service. BOOM. She hung up on me again, then stopped answering the phone.

Terrible customer service. The meal my daughter picked, is nothing she ordered and I was ripped off of my money.

YOU LOST A GOOD...