Elephant Thai Short Pump — Restaurant in Virginia

I would have given more stars based on food alone but taking an average on customer service - I sadly have to reduce my rating to a 2 star. Primarily because there is no namaste, no gratitude towards faithful customers, loss of face to me. I am truly disappointed.

I relocated to a county nearby - about an hour from here - this is the closest Thai restaurant that prepared my tofu exactly how I love it. Reminds me of my neighborhood Thai restaurant back home. I thought I found a Thai restaurant that I loved! My favorite: fried tofu extra crispy - done just like my hometown Thai spot. My husband often jokes about how I have spent thousands on tofu at my previous location and wondering how much I will spend at Elephant Thai Short Pump. I was shocked and amazed to find one remotely close to preparing the tofu like I love when asked - at least for a little while - that was short lived.

BUT the major drawback is that this is the ONLY Thai restaurant that I’ve ever visited that had rude carry out service. Their dine in service was good the one or 2 times I ate in house. Usually I carry out.

I overlooked their rudeness because some people there were very kind and they fried my tofu well.

I have to now give a 2 star review because they messed up my last order and were aloof about it.

I had my daughter take it back inside once she brought it to me it because it was brick hard -it was inedible. They told her that I should not have ordered it like I always ask for - then it would not be hard. To me that’s like ordering a well done steak but if they burn it - you should not have ordered well done. It is not edible! They also said they used a different tofu with a different consistency/texture so it did not cook the same. If I am a regular and they know this - and I order the same thing every time - why not tell me if you know my order will not be as before. Why cast blame on me? I came to enjoy my food and spend my money - not to return my food and waste time and money.

I simply wanted to return my order or a have it fixed but because it was late -I told her they can even keep the money. I just can’t eat it. I will try another night. But a gentleman gave my daughter the order and the money back. But the food I could not eat for fear of breaking my teeth. They told her that I should not have ordered it extra crispy as I do every time without a problem like this before.

So I gave them another chance tonight since my family and I are moving away again. I wanted one last dish to accompany my farewell dinner, but they refused my simple regular order. I was about to order other items towards our dinner as well but once my regular tofu was refused, I did not want to waste my time nor energy on anything else. I was told the owner said they cannot take my order. So I will take my money elsewhere.

Any other restaurant, if an order is incorrect, will honor their faithful regulars, take responsibility for an error, and simply return or fix the order. I did not hold a grudge for their mistake yet they hold one because something was not prepared well. What’s amazing is that I am not even argumentive nor difficult. I quite often ignore their occasional rudeness and moodiness. I was surprised by it actually. Every time I visit, I am travelling for over an hour away - they never knew it. I’m sorry I spent the first nickel with them. No namaste, loss of face to me. Oh...

One of the worst service ever received from a restaurant. Everytime, Ive visiter the restaurant or had delivery from there. The customer service has been poor. I try to overlook it thinking maybe it’s just a language or cultural barrier but rude attitude and behavior is rude no matter what language is spoken. They have trouble figuring out their Apple Pay system even though it is fully operational. They expect the customer to wait significant amount even when an alternative means of payment is offered by the customer. They always expect a tip and when they deliver food and I want to offer them a tip, if I ask for change they catch the worst attitude even. One even ask me when did you ask for change when you placed the order. Little did she know, I was planning on giving her a more generous tip as I know they would prefer, but can’t do that if she does not have change. Frankly they have been rude to the point that I would be surprised if there is an element of racial discrimination at play. Beware if this place. I don’t plan on ever going there again and hope others take these reviews seriously. Complaining to the manager doesn’t always help. When I asked for the manager in person, the lady who speaks the most English came and was helpful. After that during a delivery order, they refused to put the manager on the phone and pretended, they no longer delivered in my area when they were just there and the food had already been ordered. Some of the worst one either speak or act as if they speak and poorly understand English. When asked for their name, I also believe they make them up. I was told I spoke with a person name Ueat and Banks. Someone needs to conduct anonymous site visits and have a conversation with the responsibilities parties, owners or leadership of this restaurant. They definitely lost...

We had been here three times before and thought it was decent. Tonight, our main complaint was the service, one particular waiter who was so bad, we thought at first that he was new and didn't know what to do!

After taking our orders impatiently and grunting at us, the waiter brought my chicken Pad See Ew, which I've eaten there before. It was inedible, tasted like sweat or hot water. We motioned to the waiter and asked to send it back to the kitchen. He asked why. We explained it tasted bad, and could we order pineapple fried rice instead? He asked why exactly we wanted to send it back, continuing to press us. At this point, I asked if we had to prove why a dish tasted beyond subpar in order to ask for another dish. He responded with prolonged Hmmmmm and drummed his fingers together. We were shocked! Normally you'd hear an apology followed by adapting to improve the customer's experience...

Of course, the pineapple fried rice came out with shrimp on top, which I can't eat. We laughed and asked about the shrimp, and the waiter stated the dish only came with shrimp. I have yet to come across a Thai restaurant where fried rice comes with only one meat as an option! Even a decent waiter would have asked earlier if I'd like to revisit the menu, or would have confirmed ' That only comes with shrimp, is that ok?' Defeated, we asked for boxes and the check, without eating--my partner couldn't stand being there another minute!

May I suggest you turn your Thai experience to Tip Thai on Staples Mill Road, our standard--tastier dishes, good portions, good prices, and great,...