Excel Chinese Restaurant — Restaurant in Virginia

New to Chester, VA packing, unpacking, (no microwave yet) so we decided to order dinner for the Fam. We choose this restaurant because of the wonderful clean reviews. In our location not many restaurants will deliver so we had intended to do pick-up. Our food arrived quicker than the stated 35 minutes. We were excited and impressed with the quick service and praying the food would be just as good. For this reason, I am greatly disappointed for the negative rating and knowing that I/we cannot and will not request their food services, pick-up, dining in, or delivery services again.

No one likes a negative rating and most people do not like to leave them either; however, this is a must after being called a lair when I called to inform them that some of our $50.00 order was cold, a woman was agitated as was a man when I told them that my soup, low mien, and one of our shrimp fried rice with extra shrimp was cold. While the rest of our order was hot and very good. I/we was told that there was no way for our order to have been cold. I tried to re-explain myself as did my daughter; but they insisted that I was not being honest and did not offer me/us an apology or take any responsibility for this situation.

For all I know the parts of my order that were cold, may have been setting waiting on the rest that was very hot. We were repeatedly told that it was impossible.

I am over 50-years-young and I have been ordering Chinese for years (at least twice per month) and we have never encounter this type of a situation (parts of an order that is cold), so this was very new to me. To top it off if had a microwave I could have warmed it up and still called just to let them know. However, it appears that I just gave them $50.00, because we cannot/ could not eat the cold food.

In my mind great food and great customer service go hand in hand at good restaurants. Most often they will at least pay attention to your concerns and try to maintain your business; rather offering a discount the next time you come in or some type of an honest jester. I was not looking for a do-over; but common courtesy would have went a long way for both of us. Nevertheless, this place here could careless about what the customer is saying, feels, believes, or knows.

No company should be treat their customers like this. Moving forward, please know that if you have an issue with your (delivery) order they will tell you, your wrong, that it is impossible for you to have an issue, because they do not make mistakes. Bad experiences with food service is hard on the stomach, mind, and...

The only thing that was worse than the food was the customer service. My neice and I visited this restaurant by chance. We didn't get a chance to look at the reviews beforehand and decided to give it a chance. I ordered honey chicken with porkfried rice and she ordered general tso's chicken. When we tasted our food we immediately looked at each other in disgust. The food tasted nothing like we had ever had before. It was just not edible. So I went inside and asked if we could exchange our food for seseme chicken. The guy asked why I was returning it and I explained it was not edible. He told me that it's what I ordered and different places use different sauces so he would only exchange one. I said both of our dinners are not edible exchanging one will not work. So he then says its what we ordered so that's all he could do. I explained that yes we did order the food but we didn't order nasty food that isn't edible. By this time I was annoyed and asked for a refund. He then tells me he can only give me a partial refund. I finally just said give me my refund or I will dispute it with my bank. We went to TOPS CHINA and the food...

Their food is delicious HOWEVER they don't give u enough food for the amount of money you spend. My orders are always $55 -$70 for my family of 4 ... they give very little rice.. smallest chicken I ever seen and even the egg rolls are literally all bread its not much of anything inside which taste more like dough...it's not worth the amount money you spend in there.. the last couple of times seems like it's gets more expensive...