Zenna Thai & Japanese Restaurant — Restaurant in Plano

So this is how our evening went. We waited for over 3 hours for our food from this Zenna location only to find out that our Door Dash driver, “Danielle” picked up our food and decided to keep it for herself, all while DoorDash was telling us every 30 minutes throughout those 3 hours, that our delivery would be at our house in about 10 minutes. They obviously don’t have a tight hold on their drivers. We’ll be leaving a bad review for them too. We finally called Zenna to see if our food was still there, since Door Dash has no clue, and they tell us our door dash driver picked it up a long time ago, so no, it’s not still there at Zenna. Great. We talk to a girl there who says she’ll put in a new order for us if we want to come pick it up. So we say yes, thank you. My husband leaves, and I get a strangely irritated call from the manager there at Zenna, Daniel, telling me our food is NOT there. I tell him what his staff told us about fixing us a new order that my husband already left to pick up, and he gets pissy and tells me he told us no such thing. I say yes I know he hadn’t told us, but his staff member did. He yells at some girl named Allison to come to him and tell him what’s going on, all while giving me the distinct impression that I have somehow really bothered him with all this missing food business. To really understand the problem though, step in my shoes for a sec. My kids went to bed with some lousy rushed Mac and cheese for dinner at 10:30 pm because of this fiasco, and it’s 11:00 and we still don’t have food that we paid good money for and waited very patiently to receive. We ordered at 7:45! And now we deal with this guy.

Did you know that even though Zenna has partnered their business with Door Dash, they have zero accountability when your food goes missing, which according to the very unhelpful manager, Daniel, at Zenna, happens quite often. Good to know. This manager continued to make their zero accountability abundantly clear when he spoke to me on the phone and then again when he spoke to my husband upon arriving to pick up a new order of food. It was only after my husband persuaded him to do something to help make it right for us, that he offered 15% off our new order. 15%. We have been long time customers. Loyal customers. A measly 15% discount on our new order we’re receiving at this point 4 hours after we originally ordered, and a very unapologetic, unsympathetic manager to deal with as a cherry on top. This is where it gets good. My husband gets home with the food. We pull it out. His garlic pork ribs aren’t there. We stare long and hard at each other because we’re about to crack from the strain of so much bad customer service. We call Zenna. We ask for the manager. They ask why. We tell them why. They put us on hold. 3-4 minutes go by. She says he won’t come the phone. He is too busy. Fine. We want a refund on the pork ribs. She puts us on hold again to talk to the manager. Comes back. She says all they can do is offer a credit, but a refund is too hard. No apologies, no show of any sort of regret for our inconvenience, just that the manager can’t come to the phone but he can offer us a credit for the pork ribs. How generous of him since we didn’t receive them. We want a refund though, not a store credit. That finally gets him on the phone so he can tell us how hard that is to ask of him. It’s hard to do he kept saying, so he wouldn’t do it. As little as he was concerned about all the inconveniences we had suffered, he was very concerned about how inconvenient this would be for him to issue a refund instead of a store credit. We had to ask for his district managers name and number and then and only then did we hear for the first time that he was sorry for the inconvenience. But he could still only give us a credit. That won’t work Daniel, cause we’re never eating there again. We’ll be talking to his manager on Monday. After he’s loaded her ear with all his...

We ordered $70 worth of food at midnight. At 130 the delivery was 3 blocks away with a driver who couldn’t speak English or seem to even be able to text (Google translate has helped me in many countries I don’t speak the language in) or find the right apartment building let alone area of building that is several blocks away from the leasing office. We ordered online-with this restaurants website… which apparently uses a third party to conduct its business. Not sure why the manager, Joe, told me that was my fault. One of us, the birthday girl, is vegan and when several sushi rolls were placed not in same container (there is NO way to give any special instructions! We would have ordered more if we could have ensured no meat/animal products were used in her food). But here we are…

Birthday girl unable to eat because the container of multiple rolls was smashed together in one corner of the container with sauces and fish/flesh touching her food!! I called and they told me come in for new rolls. This sure does seem to defeat the purpose of the delivery (I’m getting my hair bleached and colored and had to go with foils in my hair and cape on…and still got to pay for the delivery!!!!???? The manager added extra spring rolls. Didn’t ask for them. Didn’t want them. Not sure why the delivery took over an hour-closer to an hour and half for me to walk three blocks, and drive there!!! Got new rolls home… they are not fresh! They are not delicious!!!

This place is a joke!!!! DO NOT ORDER from their website!!! I would avoid this roach infested joke all together! I’m about to make us some food! Waste of $70 plus tip/delivery (love you gotta tip even before knowing what you are tipping for)! Not worth the time, effort, money,, delivery fee, delivery time, tip, drive time to fix, nor the trash this place calls food! Great job owner!!! Thanks for the...

TL,DR: some food missing, some made me ill, no refund!

This hasn't happened before to me with Zenna, but yikes!

Ordered 3 items, only two were delivered. The most expensive one, which was a splurge because it was my birthday, was not with the others, and when my husband called the restaurant, there was a runaround about how it must have been Door Dash. We didn't even know Door Dash was going to be involved, since we ordered directly from the Zenna website, and they used to do their own deliveries. They called Door Dash (we would have called the driver ourselves if we'd known they weren't with the restaurant), and both sides said the other was at fault. We didn't really care who was at fault, we weren't angry, just wanted the food. Ultimately, we were told that to replace the item, we would have to reorder, and to get a refund, we would have to go to Door Dash.

We decided to skip the reorder, and just get refunded, but we were told that the only way to get a refund would be to go to Door Dash's website and report the food as"stolen". Neither my husband nor I were comfortable accusing the driver of theft when it could have easily been an accident, or actually the restaurant that made the mistake. Remember, we ordered through Zenna's website, they're the ones who used Door Dash! So, no refund.

But hey, I still had my soup! And I was getting full, and needed room for dessert. But halfway through dessert (which thankfully came from elsewhere), I realized that the soup was not settling well. I'd rather not give details online, but it was extremely painful, this was last night, and I still feel cruddy today.

...Happy birthday to me? Don't...