The Wok on Scenic — Restaurant in Springfield

A friend suggested that I try China Wok. I ordered the same item several times with few issues. On September 13th, I knew I would not get home from running errands until late so I ordered my usual, vegetable fried rice with extra vegetables and green onions on the side. When I picked up my order, the clerk confirmed that order. I arrived home late evening after China Wok had closed so was unable to contact them. From September 14th onward. I had to work 12-hour days. They do not open until after I already am at work. On September 14th, I contacted China Wok on my lunch hour to let then know I received the wrong order. Instead of vegetable fried rice, the order was plain brown rice and vegetables in a white sauce. I was unable to eat this dish. When I was able to speak to an employee, they insisted that I had to return the wrong order before they would do anything. The staff was so rude and did not let me finish explaining that I lived on the other side of town and had to work before they open and until after they close for the following days. I was willing to accept a replacement with the correct order. Although they were responsible for an incorrect order, they thought it was okay to inconvenience me to remedy their error. Since my work location is not far from China Wok, I wanted to ask if they could just replace it and deliver to my work. I never was given the opportunity to explain this. Terrible customer service. The staff would not provide me a contact number for the owners or their superiors. The original order was only $9.46. My only recourse was to dispute the charge on my credit card. Due to poor treatment by employees and failure to replace my order or refund the amount, I no longer will do business with them. I had to dispute the charge with my bank. I cannot remember a wose customer service experience than the one I had with China Wok!! Also, check out their rating on the Better Business Bureau website. THIS RESTAURANT HAS A RATING OF D-. I...

I had the worst experience EVER here. We eat here quite a lot and really loved this place until last night! We were the ONLY customers last night in their lobby, we placed our order around 8:40pm for 3 people. At 9:30pm we still were waiting for food so I went up front to inquire about it and there were 4-5 employees hanging in a group chatting and having a great time. When I asked, they scattered like roaches and amazingly the girl came walking out with 2 of our plates WHICH WERE COLD and were white meat instead of what we ordered and verified 3 times before paying. Then I had to ask about our sides which took an additional 7-10 minutes to arrive at our table. I had them replace my meal bc of cold and white meat and amazingly it only took them 6 minutes to prepare and deliver my meal not 30 minutes like before. They told us that the cooks slow down in the evening, WHAT??????? They had no problem taking my $30 for our HORRIBLE experience and yet refused to refund, credit or do anything to make this right. I will be calling the store at open today to inform them of last night, will it do anything, probably not but this is RIDICULOUS on all levels! Where is service anymore? Apologize and make things right, your customers come back with loyalty but if you act like last night and not do anything to make it right, WE WILL TELL...

As a long-time customer of this establishment it is to my great disappointment that they have lately treated customers as disposable and not worth taking care of. My family loves their food. It is reasonably priced and very good. The issue is when they are late on providing food curbside, forget the order, or mess up an order, they will not make any apology or credit for anything. Having just ordered for my family, we received the text that the food was ready for pickup 30 minutes later. 10 Minutes after that I am in the parking lot and am told I am next up. Great. It's busy as usual and 15 orders come out. 30 minutes later I call and am told I am next up. 15 minutes after that and no food. I have had enough. an hour to wait for food is not a problem. an hour to wait for food AFTER getting the text that it is ready is another thing. I called again, cancelled the order, and received no apology as usual. They don't need me and they don't need you either. Go ahead and order their food if you want but do so knowing that customer service at China Wok is long dead.

As a followup: I did receive a call from the manager apologizing about the text and that the bill for the food not received would be refunded. Another establishment would have offered something for the mess-up but that is not something a customer should have to ask for. ...