Thai Kitchen 4 — Restaurant in Southington

I want to start off by saying the food here is great. There’s a wide variety of great quality food. However, I have to give this restaurant 1 star. On 5/12/17 I placed an order via GrubHub and the original estimated pickup time was 6:05pm-6:15pm which was perfect because I was leaving work at 6pm. When the order was confirmed, the time changed to 6:45pm-6:55pm which was an inconvenience because I had to wait around an extra 40+ minutes and I had already worked all day and have a 60+ minute drive home. I understand that restaurants can be busy on a Friday night so, while annoyed at the inconvenience, I completely understood and would not hold it against them. I killed some time and arrived at the restaurant at 6:45pm to pick up my order. I waited for 10 minutes and nobody ever came out to assist me. I decided to leave after 10 minutes because I had somewhere I needed to be and couldn’t wait any longer. At around 7pm I received a phone call from someone at the restaurant. She asked if I was going to be picking up my order and I explained to her that I was already there, waited 10 minutes and have already left. She responded with saying there was no way I was there for 10 minutes because she came right over as soon as she heard the door and I had already left. The only way that would be possible is if I walked in the door and immediately walked back out, which makes absolutely no sense. I told her I’d like to cancel my order and I’d need a refund. She asked if I wanted a credit for my next order and I said, no I’d like a refund. I’m only in Southington for work a couple times a month so it wouldn’t make sense to do a credit, and after this event, I likely won’t be back anyway. After I told her no, she said “ok, bye bye” and hung up never explaining how to go about getting a refund or, most importantly, apologizing. I’ve attached a screenshot of the Google Maps Timeline from my cell phone that shows I arrived at 6:46pm and left at 6:55pm (spending a total of 9 minutes at the restaurant). I understand that nobody is perfect, but if they cannot apologize for their error, then this is not somewhere that I will be visiting again and I cannot recommend anyone else to visit this...

HORRIBLE SERVICE, NEVER AGAIN!! Would have left negative stars!!

My husband had to work on Mother's Day, so we decided to order in instead of going out. He planned on coming home for dinner around 7pm. We placed our take out order at 5:20pm, and they said it would be an hour and a half. Ok, that's fine. My daughter and I left the house two hours later to give them some time since Patty said they are super busy. We got to the restaurant, no staff around, and a family of 4 was leaving. There were no other guests in the restaurant. Finally saw the woman I spoke who I guest is helping out. Told her I am picking up an order, she said ok, that will be $195. I said ok and asked to see the tab. I knew I didn't order $195 worth of food! I looked over the tab, my order was only $112. She then took the tab in the back, trying to figure out how she got $195. Came back and said I was correct, and I gave her my card. She returned to say they needed an additional 30 minutes because some of the items were not ready yet. At this point, it’s been almost 35 minutes waiting at the restaurant. I told her I couldn’t wait longer. My husband is going to meet us for dinner, and he has to go back to work. We can take what’s ready and cancel what wasn't made yet. She then proceeded to say there was nothing made for the order yet!! At this point, I was beyond furious and frustrated. I don’t understand why she couldn't tell us the truth from the moment we walked in, and we could have saved time and gone elsewhere! We will never go back to this restaurant ever again! Absolutely horrible customer service and sheer audacity to lie about the price and about the time for our food to be ready! Understand it was Mother’s Day, A lot of restaurants were busy. They completely ruined our Mother's Day, which we were trying to make the best out of!...

Pandemic Update:

The patio was open for dine in. However, the tables were dusty. I don't know how much wiping and disinfecting was being done. Since I was the only one there, I felt pretty safe and didn't really mind.

I had ordered a curry that did not have coconut milk. Medium spicy with a nice little punch to it. The curry wasn't that flavorful though. Maybe there was but I mostly tasted spicy and salt.

The whole dish could only be described as underwhelming. A little bowl of "curry" that had more similarity with a soup. A standard serving of rice. If I don't this at a cafeteria, I'd be happy but this is supposed to be a restaurant. I have had better experience with Thai food in other restaurants in central CT.

I'm sure the pandemic has affected the service and menu. However, I could not justify returning based on this...