China Rose — Restaurant in San Antonio

My wife has always recommended this place and I’ve never really had any complaints but to be honest, I’ve never had any experiences stick out, good or bad, until today. It all started with me wanting to order my kids and I dinner before I went to work tonight. I called in an order just after 4pm, picked up my kids from school and arrived at this location about 4:30pm. Keep in mind, when I ordered, I wasn’t told that I had to be there by a certain time or that they wouldn’t make it until I arrived, nothing, not even a time of when it would be ready. When I pull up to the drive thru, the worker on the other end tells me he doesn’t have any order with my name so I proceed to explain what I had ordered but ultimately he stated he couldn’t hear me. I couldn’t back up out of the drive thru because by that time I already had a line behind me, so I pulled forward to the vehicle in front of me. I double checked to see if I called the right location, and I had. While still in line, I call the store and the lady on the phone proceeds to tell me that they cancelled my order because a cashier was counting out her till and I took too long to arrive. She said she would resend my order to the kitchen but also stated that they don’t start to make orders until they receive payment. There is no disclaimer or anything on the website that I saw visible or on the phone when placing an order. When I finally get to the window, the lady was rude to me for no reason other than she didn’t see my order next. When I asked her about some type of customer service relief or compensation, she told me no. She obviously had no idea what was going on but her rudeness was uncalled for. I spent almost $50.00 on subpar food. Never going to this...

Yesterday was the First and Last time we visit this place. My Wife, son and I went there for a late lunch. We placed our order, was given a number flag to place on the table so they can see where the order would be sent to...we waited...and waited then they brought my wife's appetizer which was a soup..then we waited and waited some more. After almost 40 minutes I got up and asked what is the hold up...their response was "Oh we cleared the order..." So they basically did not put full order in to the kitchen..except the soup...My thoughts are; surely someone would have noticed the Number on the table that was still there...where was the manager. When I explained we would not be eating and wanted a refund...Britney, who was very condescending, said OK but she still wanted to charge for the soup...I said "you've got to be kidding me"...she finally said Ok to full refund but not once a "Sorry" came from her mouth or anyone else's. Our first impression of this place is to completely skip this place as they skipped us....I will be speaking the Reeve's family who are the owners of this franchise....I can't comment on the food as we never got a chance to try it but from some of the other review it looks we didn't miss much. Shame on you...

Always excellent service whether in drive thru or like tonight, dining in. Both, my wife and I ordered broccoli and beef. After we sat down, our order was brought to our table. I especially like the checking in on us to make sure everything was ok. The last check back the employee cleared our table and refilled our drinks for us. We still sat there for a little bit afterwards and were not rushed to leave. Made for an enjoyable experience. Today is 5/29/21, I went through the drive thru to order. When I pulled up to the speaker to order, the young lady was in rush to take my order. So I told her to slow down and be patient. After I finished giving my order, it was not repeated back to me, so I told her I would be checking my order for accuracy since time was not taken to be repeated back. When I got to the window, I gave my card to pay for my order, then the manager gave my card back and said that my order was canceled for me being rude and told me I could go somewhere else. So I went to Panda Express and got much better customer service there. I didn't realize that wanting to make sure my order was correct was considered being rude. I believe it is due to the poor management on this dinner shift. Very unfortunate that...