Upon The Palace — Restaurant in New York

I wasn’t going to leave a poor review as I am familiar with the restaurant/hospitality industry; and I understand than things happen sometimes. However the manager’s customer service when I called was not the behavior of someone who is open to taking feedback. Nor is it the behavior of someone who wants a new place like Upon the Palace to succeed and retain relationships in their neighborhood. This is now my 3rd time eating from here, so you can imagine my surprise when I found a bug in my wonton soup. I decided to call the restaurant and suggest to the manager that they go over the Department of Health rules and regulations, and to use this as a training lesson for the staff. However… when I called and requested to speak to a manager I was met with a very short “what is this in regard to?” .. so rude. I told the person on the other end, “Gerard”, that it’s in regard to my experience today, which is when he quickly blurted out “I’m the manager, what can I do for you?”. Obviously a little skeptical of this (I would hope this isn’t the GM with that kind of attitude) I asked for someone else or a corporate number, which he refused to provide me with. I did not feel comfortable explaining what happened to the hostess, as this is not their problem to resolve so I just hung up and decided to leave a public review, hopefully someone else is more open to feedback than Gerad. Maybe if he had a more positive attitude and came across as wanting to resolve any issue a customer has, I would’ve believed him when he said he was the general manager. So be mindful when eating here, you may get a critter in your food; along with their lack of customer service that will discourage you from reaching any sort...

Had a horrible Birthday dinner here on Saturday night. The service was absolutely atrocious. It took 30 minutes for a bottle of wine to be dropped & then took another 15 minutes for 3 girls to receive cocktails/ drinks. One of which being a regular ginger ale! A 45 minute wait! Furthermore, apps were dropped prior to drinks which is a huge pet peeve of mine. HATE that. But also! The apps were dropped with NO sauces. We had numerous kinds of dumplings and scallion pancakes & no sauce. I had to ask for sauce and then they brought a bowl of hoisin sauce?!?! The food was extremely mediocre. No one checked on us and asked how things were. We constantly had to flag people and ask for help or refills or condiments. Lastly- my friend was in the bathroom for approximately 5 minutes (not long)… someone complained and then the hostess got a key and tried to open the door WHILE my friend was in there. It was extremely inappropriate and embarrassing for my friend. Overall - it was AWFUL. Do not go. There are so many great restaurants in NY and clearly this place just has a good PR team bc actually quality and service is...

Just to start, I have lived around the corner for years and always hoped something great would come to this location (even told the hostess that). I then took the opportunity to go and had a business dinner there. We had a great time. The food was just ok (beyond greasy for Chinese food) but certainly decent enough for something so convenient compared to Chinatown. I asked for an extra order to go which they brought out towards the end of our meal. I went back across the street and remembered that I left that order at the restaurant. Within less than 30 minutes, I came back for the order and nobody could find or replace the meal I ordered and paid for. As somebody who works in the hospitality industry representing national groups, any of them would never behave in such a way and would even go as far as to call the lack of customer service disgraceful. It’s a short-sighted way to just open and treat the local customers. I won’t be...