Lao Ma Tou Hot Pot - Rowland Heights — Restaurant in Rowland Heights

Lao Ma Tou is usually my go-to place for hotpot, but today's experience at this location was disappointing. The Fatty Beef Belly was excessively fatty, indicating quality control issues. When we requested to return it and cancel the order ( we hadn't touched the dish because we raised the question at once), they insisted that it was the house "rule" that items cannot be canceled or returned once they leave the kitchen. But what does your rule have to do with us? This is a quality control issue on your part, not ours! I'm truly disappointed. If I ever crave Lao Ma Tou again, I will go to the location in Irvine. The staff at this location are indifferent and unreasonable and left a lot to be desired

UPDATE:

One of the restaurant staff members, Allen, saw our comment and immediately came to check on us. He was slightly more reasonable than the first person we encountered and promised to bring our quality control concerns directly to the restaurant owner. While Allen's responsiveness improved our experience, we still wouldn't consider returning. Because initially, when the staff found out about my comment, they appeared defensive and accusatory rather than open to feedback, asking questions like, "What did we do to deserve this bad rating?" and "Did you really have to go that far? Was it really necessary?" This combative attitude left us feeling attacked as customers, as it suggested that the restaurant resented and wished to suppress all negative feedback instead of genuinely wanting to address our concerns and improve their service. They really should work on their customer service &...

This is very nice place if you want authentic Chinese hot pot. Our family had been enjoying so much; we stop by any time we could even though the services are very much among average.. However, it was so disappointing today, as Ms. Nina at front desk who claimed she is the on-site manager with no owner at present today. I sent my 80 years parents in-law to get in line at 5pm as I knew this place will be packed . It was quite early and we couldn't make till around 5:30pm. So Ms. Nina stated she will arrange a table for sure around 5:30pm over and over again to my in laws. Yet, at 5:30pm, when we were there ready for a table, Ms. Nina denied everything she promised. Next table is 40 mins away. No apology, no reasonable explanation, full of BS. And denial. It is so shameful as a Chinese to another Chinese person treating elders as the way she did with no working ethics nor basic decency. I was denied as well when i tried to ask for the owner or manager. I don't know if Ms. Nina ever will or would change her attiutue; she maybe had been brought up this way. However, if I were the the owner of the restaurant; I have to worry around the built up bad sevices for...

Used to love this place and would come for lunch. However recently seems like they have gotten rid of all the snacks from the snack bar for lunchtime and we asked them if it’s the same price for lunch and dinner and they said yes. Not sure why you have to pay same price for lunch if you get less things, either reduce the price or actually serve some snacks if customers have to pay the extra fee for the “snack” bar.

I also think the quality of meat has gone down significantly and kind of seems like they reuse leftover ingredients from the night before if they haven’t sold out for the next days lunch.

Apart from that, I do like the tomato soup base still and portion is decent. Atmosphere is nice and was pretty empty for lunch. Parking can still be hard to find since this plaza has a lot of other restaurants and stores inside.

I don’t think I’ll be coming back especially when I compare my experiences to similar tiered hot pot places like Hai Di Lao. I’d rather pay a bit more at HDL for a better snack bar, customer service, quality of meat and ingredients,...