Hibachi To Go — Restaurant in North Carolina

My husband was on the road with my 3 kids, I asked if he could stop and grab dinner, and I told him I would call it in. All they asked from me was a first name. My husband pulled up, confirmed he was picking up an order under his name, they read him the order for his name, he confirmed “sure, whatever she ordered” as he wasn’t aware of what I had called in, only his name. When he got home, and asked why I only ordered 4 meals when there are 5 of us, I told him I did call in 5 meals as well as other items, so he went outside to make sure a meal hadn’t slid out. When I came into the room to see what he was talking about, I realized none of the orders were correct and we were in fact missing a meal and side items as well. We assumed it wouldn’t be a problem to have my husband go back out, so I politely called the restaurant and was relieved when the person I placed the order with answered, as surely she’d remember me placing the order since she even read it back to me. However, when I explained how I had called in the order no longer than 20 minutes ago so my husband didn’t have to while driving with 3 kids and my husband brought it home, the meals weren’t correct and one was missing along with the side items. She confirmed she knew already what happened, and that there were 2 orders placed with the same name and “unfortunately” we came first so we ended up with the wrong order. I asked if we could bring the food back as it’s not what we ordered and not enough food to feed our family. She informed me they weren’t allowed to take it back, understandable, and that they were really sorry. I heard in the background a girl yell “he said it was right!!” And she repeated that to me, so I informed her again my husband had no idea what I ordered, as he was driving with 3 kids and I had told him not to worry about it and I’d order for him. She asked if she could put me on hold, and I told her that was fine, so I assumed she was talking to a supervisor about correcting the issue. When she came back on, she simply reiterated that she had read the order to my husband and he confirmed it was his order (followed by whatever my wife ordered) and I was shocked. I had given her what she required to identify my order when I called.. I trusted they had a plan of how to identify meals properly and I didn’t have to call my husband after I ordered to inform him of the 5 meals, what was in each one and the side orders. Stunned, I explained again that it wasn’t what we ordered, to which she exclaimed “I mean, I had to even re-make the other guys order!!” (Like I cared, and to be honest, that guy lucked out because he actually brought home to his family enough food AND what he ordered! We wish we had been lucky #2! ) In shock I was silent for a moment, and then said “ok” twice, and hung up. Both my husband and I are in management, and we couldn’t ever imagine a system in place failing to work, and not correcting it! We weren’t rude when we called, we completely understand misunderstandings can happen, and assumed they would apologize for the mixup and let us come grab the meals we ordered. I cannot say myself, my husband, family or our colleagues will be back. Mistakes happen, we of all people know that. But to be treated that way at no fault of our...

I mean the food was good as it always is, but the woman handling the front window has a serious attitude problem and should probably not be in customer service at all, she kept bitting my mother’s head off and do from the very get go when all we wanted was to pay and pick up the order we placed 30 minutes before arriving (which we where told it would take 25 minutes) She slammed the recipe and pen down infront of my mom and snatched them before slamming the window without us getting our food. The people behind us she was just as nasty to them as well after they ordered and got the same treatment. My mom waited till they had been done with the order and the woman as the window was playing on her phone when she went to ask when our order she snapped at her that she had no idea with her face all scrunched up and slammed the window. The others that had ordered as well as us laughed because even though she was nasty and rude her face was hysterical, I thought her glasses where about to fall off her face. We went back to our car and waited about 8 minutes before headed back up. She had the order ready that time and it seemed with the face she made we where nothing her again apparently. When my mom asked if the Dr Pepper we ordered was in the bag she went “God no.” And slammed the window hard. Another woman came to the window with our drink she had French tips and she was so nice I wish I knew her name because she was really sweet, she was like a breath of fresh air compared to the other woman. She told us to have a great night and was wonderful. But that first woman was enough to leave a lasting impression, the sauces where on the bottom and one was crushed, we are assuming the rude woman we where mostly dealing with packed the bag as she was finishing it up when we got up there. The other person other than the awesome woman with the French tips who brought us our drink I want to give a shout out to was the awesome guy on the phone who took our order he was very patient and was great like the last woman as well. All in all I hope that first woman finds another place of employment soon because she sure enough shouldn’t be working with customers and I would be to scared with how she acted that she’d put her own little “ secret sauce “ in everyone’s food if she worked...

My wife and I have been going to this restaurant since the day they open many years ago. When they open we were living in Hampstead and would often go. Now we live in northwest Jacksonville so it is a good scoot just for their food. I often brag about how good the food is order accuracy as well as punctuality and politeness. Today I called in and order of a little chicken hibachi add broccoli with fried rice. Also a large steak Hibachi with no mushrooms add broccoli and no carrots. After paying for my order I looked at it and there was no broccoli with the chicken and the rice was white with some type of sauce poured over it.. The the state was the same size as the chicken order even though it was supposed to be a large order there is no zucchini no onions and the rice was definitely not fried. I did not realize my steak was messed up until I had already went back and requested the broccoli that I had initially ordered and paid for it. Wasn't about to stand in the line just to get zucchini and onions that were already supposed to be there. The food was good as always and the lady working the window was extremely polite. However I'm disappointed in the order accuracy as they were not very busy at all. I will return at some point and I hope and pray that have their stuff together. A 45-minute ride one way only to be disappointed and have to grab something else on the way back is very...