Mai Thai Cuisine — Restaurant in Omaha

So…I have been a customer to this place for a few years. Now mind you, not like I was a “know her by name” but definitely a repeat customer. I turned so many people onto this restaurant because of the food and the experience(s). So imagine my surprise when one hiccup derailed my entire experience for ever returning. So I called in a order to pick up. I was very specific and even mentioned that I had two separate orders. They seent 🤣 (yes I said it) no problem with it. So the first order was seafood fried rice with a level 2, mango crab Rangoon, and egg rolls and they stated they did not have egg rolls available so I switched it to shrimp spring rolls. Order one was done. Then the second order was a shrimp fried rice level 3 and mango crab rangoon (2). Order two done. I then asked for the totals. The answering person said they were really busy and that I had to be on hold for him to calculate the amounts. I kindly held. He returned, he then repeated the first order and again we confirmed and total was given. He then went to state the second order. I confirmed SHRIMP! Then the total was provided. So, I came to the restaurant, paid, etc. This was a hour and a half before close time. The aksarben area was busy that day so I returned to destination and then when I did I seen that my order the second one was incorrect. I called them and told them hey order mess up, cannot return tonight but do not eat chicken and was served chicken. The woman said sorry and put me on the line with the guy who took my order. Now this is where the frustration began. I told him what the orders were. He remembered. He agreed I said shrimp initially. Shrimp fried rice and seafood fried rice but then had the audacity to say when he repeated my order to me he said chicken. So then I brought to his attention there was no chicken in either order and when he repeated it back he said shrimp and I agreed. He then became nasty and said all we can do is have you bring back the order and give you 20% off a new order. I was too far away and could not return in time. Specifically said that too. NOW! Hold up! Pause. Why in the heavens would I pay for another order that they messed up on. Then he tried to pretend he was throwing me a bone or favor by giving a 20% off. They tried to argue that I was not charged for shrimp and to be content with my food. After such a disturbing experience I decided I am not returning. I even offered to pay for just the up charge in shrimp since I was not charged but they had the audacity to mess up my order and then expect me to pay for my full order again and give me 20% as if that would help. I was disappointed because I really did like the food but after that service experience and as much as I have ordered over the years. It was time to let it be. So hopeful that the next customers are treated better because that experience was...

This is going to be a long explanation. First, this is my first ever review on a restaurant I believe so bare with me here. Okay, the food? it was great. Food itself was actually really good. I've been to this restaurant twice so far and never been disappointed by the food (if I was only rating the food it would be around 4.5/5). However, the second time I went, my friends and I all ordered the boba drink. Out of the 5 drinks, 3 drinks were wrong, and on top of that, when we tried to get a hold of the waiter, he was too busy on his phone and drinking on the job. Also, the tapioca balls in the drink were still frozen (I would rate the drink at a 2 since I love boba, and think highly of them but the tapioca balls ruined the whole drink for me). Now, to the service. The first time I went, it was pretty good; quick seating, waitress knew what she was doing, she was polite and remembered to check on us. The second time I went, we made a reservation so seating was okay. However, it took a while to order the food/drinks, get the said order. On top of that, the waiter was too busy on his phone the whole time after we ordered, so it was hard to get a hold of him (like said above, the drinks were wrong). Also we knew that it was a busy time so we didn't want to bother him too much anyways, but our waters were empty for a long time and no-one came to refill them... until this other girl finally saw us and refilled them for us(thank god for her). After we were done eating, we were waiting for our waiter to pass by so we could ask for our checks, in which he was still on his phone, and we literally had to stop him to ask for our checks. We finally got our checks and since we knew it was going to take another who knows how long him to come back to us, we wanted to pay at the desk, which we were stopped by the manager (totally understood though, he apologized and explained to us later professionally). And like we have guessed it took a while for us to pay and get our cards back. rating the service in a grand total of 2/5(since the first waitress was pretty good and the manager was okay) so 4.5+2+2= 8.5, 8.5/15=0.566, so...

I'm not the kind of person to leave a review, but after what I had dealt with for the past two days, I had to share my experience. Yesterday, I called the restaurant to make a pickup order. Someone had picked up the phone without saying anything and set it to the side. I waited for a few minutes, saying hello before hanging up. I then tried calling again and again for 15 minutes straight but my call didn't go through. The line was busy since they left the phone on the side. Today, I called again and the very same thing happened. I waited on the line for over 6 minutes before I hung up and tried calling again. This time someone picked up and said to hold. I've been waiting on the phone for over ten minutes. It was a waste of my time waiting on the phone, so I drove there. They were not busy. I was able to place my order for pickup and asked to speak with the manager. The person I spoke to gave me a bunch of excuses. He said they're under staffed and under paid. How majority of the employees don't speak English. He mentioned how I'm the only customer who complains about the situation and how other customers don't mind waiting 15 minutes because their food is good. I've been coming to this location for over a decade and this is the only time I was upset. I only mentioned the situation to them so they can address it. I'd rather have the phone ring then for someone to pick it up and not say anything or come back to give me an update on how much longer it'll be. It's unprofessional and you guys will lose customers. I'm just giving you guys advice on how to improve your services, not to be insulted. I will not be coming here again. There's other restaurants around that have great customer service that I'd...