Grand China — Restaurant in Mayfield Heights

People who work in retail/customer service know how irritating it is for someone to be on their phone during their interaction. Tonight I experienced the worst service ever from the employee/owner. While laughing and chatting on her phone she greets me. I take my time because I hoped she'd put the person she was talking on hold for a moment to take my order but no she insists I continue. So I carefully tell her my order: A small order of BEEF & Broccoli with "EXTRA BEEF BEEF BEEF" I expressed I knew of the extra free. With an additional order of plain fried rice. She nods her head and continues to chat on her phone. Tells me my order is $11.80, I give her a $20 tip the jar then go to patiently wait. When I return she asks about my order then says "I put EXTRA BROCCOLI like you said". I said Nooo I asked for more BEEF who asks for more BROCCOLI?!!" She gets up set and says "No I know what you said. Then complains to her family that she knows what I said." I let it go then check my order which didn't have the extra side of rice, and then she's laughs and says " oh yeah gimmie a min". I wait longer because I already paid so much. Only then to get home to find out I WAS RIPPED OFF!!! I PAID DAMN NEAR $13 FOR 8 PIECES OF BEEF OLD FRIED RICE AND A CONTAINER FULL OF BARELY STEAMED VEGETABLES!!! Because it's so late I'm not going back to waste any more of my time. I've wasted enough waiting for poor service and venting here in this review. Never again people are...

TLDR-Randomly closes after you place an order then denies a refund, overly greasy egg roll, bland rice, rubbery "chicken". Unappetizing- I threw it all away First of all, I arrived to pick my online order up (7pm) and saw the lights were turned off as well as the "open" sign. An elderly man could be seen way in the back, apparently cooking on the flat top.I called immediately and there was no answer. I knocked on the window. No acknowledgment. Since I was doing laundry next door I made repeated attempts via calling and banging on the window. After 30 minutes a lady also showed up trying to pick up her order and he finally came to the window and said "we're closed". I told him I placed an order online, and asked for a refund if they are closed. He laughed and said no refund! At this point I'm fuming and decided to call the police- they tell me dispute the charge with the bank. Fine, I guess. Luckily as I was loading up laundry I noticed the lights were back on (8pm). A female said she'll make my food in 5 minutes. She apologized for being closed and said "had to get my kids". The food by the way was terrible-house rice was bland, grease dripping off the egg roll and seeping out, chicken rubbery and the consistency/texture of chewing a...

Edit for new order review: To start, idk what everyone is taking about regarding customer service in these reviews. They’re always super nice and polite. And as a white person from Ne Ohio that only speaks English, I’ve NEVER had trouble understanding anyone on the phone or in person. Some of these reviews have some seriously racist vibes. Their English is great. For the food part, ordered through UberEats. Noodles were fantastic but the chicken in both the lo mein and the chop suey was super gelatinous and rubbery. Not like the previous image in my original review below. We’re both too scared to eat it. Rice is good though. So maybe just stick to bourbon chicken and plain lo mein noodles going forward. Miss on the shrimp spring roll this time but the egg/spring rolls are always 50/50 so I don’t get upset if they’re not great. Super fast to make and delivery too. Will still go back.

Original review: This is a good looking bourbon chicken combo. Egg rolls are hit or miss. Today was a miss but other times...