Nan Xiang Soup Dumplings - Westbury — Restaurant in Town of Hempstead

I’ve always enjoyed their Flushing location, but I was not a fan of this new location. I understand it’s a new location, but that doesn’t excuse poor service and poor food quality. They were super busy and told us to scan a QR code to join the waitlist. They said the wait time would be 15-20 minutes. I received a text message to confirm that I’m still interested on being on the waitlist and I confirmed. I waited over 30 minutes and I kept checking for a text message to let me know my table was ready and I received nothing. I was sitting on a side bench in the restaurant and the music was so loud I couldn’t hear the employees shouting the numbers so I asked when they would call our group and they told me they already did. I asked why I didn’t get a text message notifying me my table was ready since in their waiting area the music overpowers their voice. She saw my text message confirmation and apologized and said we would be the next table called. The waitstaff did not know English which made it super tricky to communicate. We ordered two passionate fruit drinks and we never received our drinks. I told the waitress we didn’t get our drink and she said they didn’t have passionate fruit/grapefruit tea drinks they only had pineapple. I agreed reluctantly to the pineapple drink. After that situation I proceeded to see passionate fruit and grapefruit drinks being brought to other tables. A different waiter was bringing us the original drink order and I was confused why I was told they didn’t have passionate fruit so I tried to tell them someone else took our drink order and said there was no passionate fruit they didn’t speak english so they took the drinks to the back. I was very annoyed because I wanted my original order of passionate and felt forced to get pineapple because according to that waitress that was all they had. Throughout the night I kept seeing people get passionate fruit/grapefruit which annoyed me very much. To make things worst the pineapple drink was super sweet it was almost undrinkable. I ordered the fried pork and it was not cooked properly and the breading was falling off. The bill came and they charged me for the drinks I never received on top of the drinks I had so I finally found someone that spoke English and he removed the additional drinks from the bill. The experience was not pleasant I felt very overwhelmed by the lack of customer service and everything felt so unorganized. I will not be returning to this...

I was looking forward to this place’s Long Island location to open for a long time. I am a fan of the Flushing location, but it’s in Flushing and I live in Nassau County and it’s a hassle to get there. Been to the new location twice and I have to admit I like the Flushing location better. The Westbury location is not set up for large groups of people. The largest booth is for six people. There are long tables that can be ultimately used for large groups, but if they’re already taken up with smaller groups, then that’s not going to work. And you can’t make a reservation. They should really have smaller groups sit at smaller tables and booths and leave the large long tables available if a big group comes in. We decided to split our group up into two tables and instead of bringing us over to available six person booths they squeeze us into four person booths, which was uncomfortable and we had to move. Unfortunately, the six person booth has benches that are attached to the bench behind you so you feel the movement from other people which is annoying. In fact, when the other people behind us got up to leave the whole bench moved and dragged us across the floor. And the table is too far from the bench, and that is uncomfortable to eat. The servers were very nice and helpful. But for coming in early (6 pm) on a Saturday night, it’s unacceptable that two popular dishes that I wanted were already unavailable. Most of the food was good. Obviously the dumplings were very good. The sweet-and-sour fish was good, but I would’ve liked it better if it was a little crispier and not so soft. The spare ribs were OK, a little underwhelming. Last but not least; the piped in Chinese elevator muzak played on a constant never-ending loop and a little too loud as well, which is intrusive. I don’t need loud Chinese elevator muzak to remind me I’m in a Chinese restaurant. I will probably still return to this location, but hopefully the management will work on it a little more and it...

Title: Unsafe for kids with allergies, ignored the whole time, dangerous cross-contamination risk

I told the staff my child is allergic to crab. When we ordered the Lucky Six soup dumplings and saw that one contained crab, I asked if we should switch. The server told me, “It’s fine — we’ll let you know which one has crab when it comes out.” So I trusted them.

But when the dish arrived, no one said a word. Even worse, all six dumplings were leaking and falling apart. There was no way to identify the fillings, and the juices were mixing together. This created a serious cross-contamination risk — meaning even the non-crab dumplings could have been unsafe. I didn’t let my child eat any of them. He was confused and disappointed. He had chosen the dish himself, excited by the colors.

To make matters worse, I had asked for two glasses of water at the beginning. They never came. I was alone feeding my child and didn’t realize it until he said, “Dad, I want water too — they all have drinks.”, after we finish the meal! That moment hurt. Not one server came to check on us. I had to go to the front myself just to ask. Only after the meal — when I raised the issue — did they hand me two sodas to go.

The cashier apologized, but the damage was done. We were neglected the entire time. I paid for food we couldn’t eat, worried about my child’s safety, and left with nothing but stress. This wasn’t just poor service — it was irresponsible and unsafe.

UPDATES AFTER OWNER'S REPLY

Thank you for replying. But with respect — you never said what actually went wrong. Not once. You acknowledged the risk, but not the mistake. That’s not accountability — that’s PR.

I’m not posting this to ask for compensation. I’m posting this because one misstep with an allergy can change a family forever. If you truly take this seriously, show the public what changed.

Until then, I hope other parents will double check — not just the ingredients, but the awareness behind...