Hot Wok — Restaurant in Niles

This establishment makes good food; however, their Customer Service is terrible. I placed an order 5 days ago, one of the items I ordered was missing. I called to report it. I live 20 minutes away and was already home for the evening and didn't want to drive back. I asked for a Credit. She acknowledged that the item was missing (Lo Mein Noodles) took my Name and last 4 of my phone number. I went today to pick up the food I was supposed to be credited along with additional food I ordered for dinner. She rang me up for the missing item, I informed her that I should not have been rang up for that item since I had already paid for it previously but never got it. She acknowledged that she spoke with me but asked if I brought my receipt. I told her no. I gave her the last 4 digits of my phone number to confirm that I spoke with her. She found the note she took that was taped behind her plexiglass window and said no receipt no free food. I said I paid for it and never got it that's why I called, and you wrote down the credit. She rudely barked by order total and said no receipt no replacement food. As a means to not make a scene and the fact my family was waiting in the car I said I should get my credit. She spoke over me then was shouting about me to her cooks. I paid for the whole order including the item I previously paid for but never received and I told her I won't be back!

I will never order from here again. They lack Customer Service skills! Speaking over and shouting rudely at customers is unacceptable. I will no longer recommend this place due...

We have been long time customers and have never had a problem until today….. we ordered our usual and my husband always gets the black pepper chicken well we get home which it’s about a 12 minute drive home and all food it warm and fresh but his. So we call and let them know we would like a replacement black pepper chicken and they were nice to let us know it was their fault for the over cooked chicken they were busy and they will replace it. We didn’t even ask for a refund. So we went back and got fresh we’ll we get home to raw under cooked chicken no seasoning it looked like puke so we called back and they continued to argue with us after we brought product back with receipt told us that we were just being picky and they did nothing wrong….. like I said never had had problems before but today was it. We will never go back after being loyal customers always tipping and than treated like this maybe it’s short staffing or maybe it was out of spite not sure but we will...

Super sad to say this because we have always loved Hot Wok. We haven't been there since they had their flood. We moved away. I was super disappointed to see everything as it was before the flood. Dirty. Would have liked to see them renovate. Ceiling tiles off. Bathroom doors require a key now. When I called to make the order I couldn't understand the woman. They used to have a boy there helping to answer the phones so you could understand. Our food was not good. My husband who pretty much eats anything took one bite and refused to eat any more. We ordered terriyki tofu with mixed vegetables. Mixed vegetables consisted of broccoli. Sauce was very salted. Sorry Hot Wok. I'm not sure if your already financially strapped, but you're going to have to invest in your business if you ever want...