Chen's Chinese Restaurant — Restaurant in Short Pump

Use to be excellent but it’s not so good anymore. All they do is complain about cost of food. Not sure why— they have more than raised prices to cover increases. I mean do they think we are stupid, we buy food at retail — they get at wholesale and get to feed their family at the same. I use to get all the time. Prices are beyond reasonable, maybe don’t care and are wanting to live beyond and just raise prices too much. I don’t care if they have to raise prices, but I want to get high quality food and at same volume, etc. and it’s not like that. Just looking at pictures people have posted makes you think twice. Have downsized containers, food leaks all over the bag. The sauce and grease so much, they have to line cheap containers and they cut onions, peppers etc so big - I guess because it fills the box up and you don’t end up getting as much food. Use to love pork fried rice but it’s nothing but mushy rice, no more than 6-7 peas, no egg, no pork, no more than 3-4 pieces. Have cut soy sauce or MSG. If people don’t want, let them ask for it without. Very sad. I don’t take people there anymore, only order occasionally when just desperate for Chinese but it’s getting few and far between. And you get it and half way through, people are like pushing it away cause of quality. Never would have to throw it away in years past, and it was always flavorful, meat tender, great sauce. In fact, you wouldn’t have any any leftovers for lunch and now well don’t want it. It’s like coffee, smells so good, until you taste it. They charge too much for extra veggies, or even nuts, or pineapple. Now they bring it in, half of it is prepared especially the sauces, just heated up and slapped in box. Use to be one of favorite places to visit but even the cooking isn’t the same, staff is not the same in terms of friendly. I wish they would get it together. Going to have to learn to do it myself. Chinese food was what you could count on for an inexpensive meal not anymore. Greed I guess. 5-6 years ago, rating would always be 5, 6 if I could. Now I go back and forth to give 3 but can’t...

This is probably one of the best Chinese Take out places in the city. And I have been to quite a few of them, like Good Taste, Fujian, and Full Kee. Best general tso I ever had was here with a minor quibble. The first two times. Third time was overly fried and borderline inedible, so it's clear I got a different cook on the third go, hence 4 stars instead of 5. Or maybe I just caught them on a bad day. These things do happen, but consistency is key!

EDIT ONE YEAR LATER!

This has become my go to Chinese resteraunt, and my last few trips have been excellent. I am pretty much a regular at this point and the owners recognized me, even after having been gone for several months. My last couple times here were great! I was prepared to delete my above review, and write a new, 5 star one.

Alas, a few days ago I got my general tso, and the issue that caused me to take a star off reared it's head. The chicken was overcooked to the point of being burned. I know what happened.

The cook made a mistake on a prior order. Added the wrong sauce. Instead of restarting the process he used the wrongly prepared chicken for the new order. Mine. Dont try and fool a Virginia girl with fried chicken, even if you fry it in a wok. The cook assumed the idiot customer would not know the difference after he refried the old chicken. It was patently obvious the general tso sauce was thrown over the remains of the mistake, that were delightfully burned to the consistency of pure charcoal.

So disappointing. 4 star review remains. When they hit it, they hit. If they don't, I guess you have to go back in and insist they do the right job. They clearly CAN. This is some of the best Chinese food in Richmond. Someone in their kitchen assumes they can cut corners and nobody...

Never ordered Beef and Broccoli before until today apparently. I get Chen's Chinese food about once every two to three months. Never had a bad experience with the food, service, or driver's. Today, I placed my order with what seemed to be an elderly woman who was very pleasant. I place the same order of extra spicy szechuan beef as always as I've never ordered anything else from there. I get to my floor and open my bag and realize that there is a side of broccoli in the tray. I actually double checked the menu since I've never had a bad experience here even though I knew it wasn't the meal I had ordered unless they had changed the recipe. I call Chen's back and reach the same lady that took my order. I told her I believe I received a different meal than what I ordered. She confirmed my name and phone number and said " No. That's what you ordered Beef and Broccoli" I Stated to her that it must be a mistake. She then stated " "No mistake. I always confirm order ". Because she seemed very firm that this was no mistake I knew it had to be. I was only ordering for myself. I told the lady unfortunately, I won't be doing business with you anymore. She simply stated I'm sorry. This is a sad day for me as I will not be doing business there again. Remarkably, I'm still giving them 4 stars simply because in the past 5-6 years I've been eating from there not once have they disappointed me. I don't think the rating should be docked too much due to one very poor judgement call in providing exceptional customer service and even attempting to offer a solution. And by the way...the Beef and Broccoli that I didn't order...