Chef Chen — Restaurant in Rowlett

Terrible customer service, if they forget part of your order they do not care. I understand it's the holidays during a pandemic, but the customer service issue we encountered went beyond that. We ordered at 545PM and the food arrived at approximately 7PM, incredibly reasonable turn around. Unfortunately, they forgot half of the order. No big deal- it happens- so we call and report the oversight. The manager immediately claims to call the driver to have him come back with the second half of our order. We received a promise they would call us with an update shortly. We called them again at 735PM and they advised they were making the second half of the order having it delivered. Ok, we were understanding and said that was fine. We called again at 834PM and were told the same thing. Again, we chose to stay calm. Its the holidays, people are busy- we get it. But when I called for a 4th time at 9PM and was told again, the order was going to be delivered shortly, I finally got frustrated. As of this time, it was more than 3 hours after we had ordered. Chef Chen never bothered to reach out to us, we had to call them each time. This is when we have officially become frustrated and finally ask for a cancellation or a refund of the missing items. The restaurant argued. Insisting on the order being delivered and offering a 15% discount on a future order. At this point, we have no desire to order again in the future, the food was no longer needed and we had to change meal plans for half the family. I had to ask numerous times for a refund before one was finally agreed to. A refund of $20.19 was offered to offset the items we had not yet received. At 910pm the food was delivered and we received a call from Chef Chen saying that instead of just refunding the items they would just have the driver leave the missing items and $20 and call it even. So, half our meal was 3.5 hours late, and were given $20 cash instead of a proper refund. The staff was very short on apologies and lacked understanding of how to correct an issue. Instead we were told numerous times it wasn't the restaurants fault because they were busy and just didn't have time to fix the mistake. Again, I understand it is busy- but when a restaurant makes a mistake it should not be a punishment for the customer. If they were not going to get the items out timely, we should have been told that upfront and given a chance to cancel the missing items. instead we were forced to call 4 times and request a refund multiple times before action was...

I've been visiting family in East Dallas for years and after discovering this place I go out of my way to visit every time I'm in town. This is American Chinese food in a fast food setting with nice little touches that make it a bit better than comparable restaurants. Make no mistake, this is still American Chinese Food and it's a fast food style order at the register or delivery. But this is a restaurant that takes customer satisfaction absolutely seriously. They will promptly fix any (rare) issue like an incorrect item with a smile. The General Tsao and related sweet sauces are made in house and are delicious. The egg rolls are made in house from scratch, unlike similar restaurants that buy ready to fry from restaurant supply. The shrimp quality is superior for this price point. The Lo Mein and fried rice are made fresh in their open kitchen on ripping hot woks and you can watch them as they make your meal to order if you like. The noodles and rice are well-seasoned without being too salty. They love to let the ingredients shine here. The fact that the prices have stayed low all these years with no impact to quality across the entire menu is frankly amazing. They still employ their own delivery drivers which keeps costs and fees low. The family that owns the restaurant really cares about quality and it shows. If you're in the area this place is absolutely worth...

Very disappointed with our meal, we had 2 orders of crab cheese wontons, and 2 orders of sesame chicken and fried rice. When I called to place the order i specifically asked what came in the fried rice and I was told peas, carrots, and eggs. Our crab cheese wontons only had cream cheese, and our fried rice was only rice no veggies. The sesame chicken was adequate. When I called to ask if it was normal for the crab cheese wontons to not have any crab, I was informed by the manager that I didn’t taste the crab but it’s there and I was wrong. When I asked about the peas carrots and egg, I was told I have to ask for extra if I want any in my fried rice because even though it comes with it, they don’t put it in the fried rice. I was then told I’m the only one to have ever complained and they have never once heard of anyone having issues, so I thought I would post this here so next time they can’t tell someone else that they’ve never had a complaint ever in the history of being open. Very bad business practices will not be...