Hong Kong Inn — Restaurant in Springfield

I deleted my old review from years ago to make this new one because we have been coming here for about 20 years and never really had a bad experience until last night. We live over 3 hours away and alway stop here when we come through town. (We grew up in the area and moved about 15 years ago) Sometimes we want cashew chicken so bad we drive the 6 hours (3 each way) just to come here! Last night was the first time my husband wasn't with me and I brought the kids and another kid who we were going to introduce SGF cashew chicken to. I ordered our meals and ordered a to go order for my husband. As soon as I put my card to the tap it said Declined then their screen where you see what is ordered started flashing a bunch of jumbled up letters and numbers and then went black. She said their machine shut down and said it happens a lot and the kids joked about me crashing the system. She moved to the other machine and redid the order. Card declined again (YES, there WAS $ on the card, I even checked while standing there to make sure even though I already knew there was). The girl tried multiple times so I transfered the $ to my daughters account and it still declined her card. By now there were like 15 people waiting so we left and went straight to the ATM and it worked just fine. I got the cash out and came back and told her it was her machine because I just pulled the cash out no problem. She didn't even bother apologizing making me feel like I didn't have the $ and was trying to pull something over on her. But NEVER offered to even accept it could have possibly been her machine. Then on my 3 hour drive home I kept thinking about it and remembered it happened to my husband last time we were there about 2 months ago. We always use our Venmo cards for everything so our bank account never gets compromised. That time he had to use our actual bank card because the Venmo wouldn't work then either. So IT IS THEIR MACHINES. We have NEVER had problems using a Venmo card anywhere else but there! THEY need to fix their machine instead of making their customers feel like crap for it not working and embarrassingng them Infront of everyone! Again we have came here for about 20 years (actually longer for my husband) but I'm seriously thinking of finding a new cashew chicken place for us to go from now on. Especially if our Venmo card won't work on their machines now. I should add that up until about 2 months ago we had never had a problem using the Venmo card there so I'm not sure what they did, but something in their system has changed to not accept them. We shouldn't be punished because their machines don't work correctly. Plus their prices have went way up over the years. We use to be able eat their fairly cheap now we might as well go eat at TX Roadhouse for the...

In all of my life I have never had to write a review before, but the experience that we had was so horrible I can’t in good conscience stay silent. Mind you, me and my family had been customers of this restaurant for over 5 years now. About 2 weeks ago, we ordered a combination fried rice. What we received was the soggiest, mushiest soft rice ever. I thought to myself, mistakes happen and all establishments have their bad days so I brought the mushy rice back to the restaurant and kindly explained to them that it wasn’t really what we ordered since we ordered fried rice and the rice we received was so soft and soggy that it was mushing together. I kindly explained this to the front desk lady and I showed her the food. She immediately responds with an attitude and says that is how they make their fried rice. I was immediately taken back because I approached her so kindly, not wanting to make it seem as if I was mad since like I said I understand if restaurants have bad days sometimes. However she immediately shut down everything I was saying and kept repeating the same thing over and over with the worst attitude raising her voice and interrupting me not letting me speak. As I was explaining that we did not eat the food and we brought it back so we could just get a refund, she cuts me off in the middle of my sentence and walks away. She then comes back with the cook, and once again as I try showing the cook that the rice is mushy (I literally have the rice in front of them so they can see it), she refuses to acknowledge it and keeps raising her voice saying that she knows what it is because she cooks it. They both were so hostile and aggressive for no reason when I was simply trying to get a refund for food I wasn’t even able to eat, it was disgusting. I couldn’t even swallow the bite I took because the rice was so soggy. I left in tears because I couldn’t understand the hostility, especially after letting them know we have been customers for years now. As I read other reviews, I see I’m not the only one who was treated badly at this restaurant and was given bad food. I understand acting like that if somebody came in screaming yelling at your face, but we were so kind and respectful only to be met with the worst customer service I have ever witnessed in my life. I left the food on the counter and left without a refund or any resolution. Very sad to see people act that way, especially when running a business. Unprofessional and rude. Please don’t support places that treat...

This used to be my favorite Chinese restaurant but after tonight, I am no longer a customer. So last night, I ordered a chicken Lo Mein combo and Beef Lo Mein combo with no vegetables from the W Kearney location. When my order was taken it was 9:48 pm. I get to the window and the blonde girl at the window was giving attitude already because I added a Dr. Pepper. Anyways, she hands me my food and I drive home. My receipt says the check was closed at 9:56. Mind you, they close at 10. I drive home and open my stapled bag and it's a daily special sweet and sour chicken. Too late to call, they already closed. So tonight when I get off of work, I stopped by to get it fixed. Had the amount I paid (13.71) been anywhere close to the price of a daily special (4.98) I wouldn't have been too worried about it. However, that's a decent difference to want it fixed. So I go through the drive thru and explain what happened and the woman asks, "Do you have the food?" Obviously I'm not going to have 24 hour old Chinese food. So I just go inside to talk to the manager. The manager was rude and insisted that I have the food, the receipt isn't good enough. I explained that I could not come get this fixed because they closed right after I left. Actually, to be specific, they shut off their lights 5 minutes before they actually closed anyways. I also explained that I work long days and had to be at work before they even opened. He still refused. I even said I'd settle for a reimbursement for the difference. He refused that as well. So basically, I lost almost 10 dollars for their mistake and there's "nothing they can do." Worst customer service I've ever experienced and I will NOT do business there again. There's plenty of Chinese options in Springfield, maybe they should realize that before pissing off all of their customers and literally sending them to their competitors. honestly, if there was an option for a zero star, that would be my rating...