P.F. Chang's — Restaurant in West Chester Township

First thing first. We are Chinese Americans. My wife and I are both from different cities with huge Chinatowns (LA and Houston). Naturally, our standards for Chinese food in restaurants are a LOT higher than the typical diner. Needless to say, PF Chang's heavily Americanized fare isn't our particular cup of coffee (did you think we were gonna say tea?). So why are we giving PF Chang's five stars? One word: service. Phenomenal service.

Our son suffers from an extensive set of food allergies, so much so that we have been reticent to having family sit down meals at restaurants since he was born. Then we read about PF Chang's dedicated allergy menu. So we took a chance to come here. We were not disappointed. In fact, we received the best service we have ever experienced. And that spans our travels across 4 continents, 20+ countries, and countless cities.

We were sat down promptly. Our server, Suzanna, took her time to get to know our concerns. She went to her manager repeatedly to get clarification regarding our questions. Each time, she brought back some small delight for our kids. From small cups of fresh fruits to crayons and coloring page, she gave us what we needed to keep the kids appeased while we poured over their menu to find dishes that are safe for our son while still palatable to our daughter, who can be picky.

In the end, Suzanna patiently answered all our questions, took our order all the helped to keep two hungry kids sated. When the food came, she repeatedly checked in on us. When she over heard our 2 year old son asking for more strawberries, she promptly brought us extra without us having to ask. When she heard our daughter praising the fried noodles, she brought us a small container filled with them to go. We were absolutely delighted and incredibly thankful that Suzanna and PF Chang's made our first time eating out with our allergy-afflicted son such a happy experience.

Thank you, Suzanna and the staff at PF Chang's. We will...

Arrived late to town and picked up a to go order. When we arrived to pick up our food, we stood there with no one at the front desk to help us. I know it was late, but there was a woman behind the bar and even someone who looked like they worked there waiting on the bench (probably to be pick up after her shift?), and neither of them said anything to us/didn't even acknowledged that we were there, even though they could clearly see we needed help. Only when I stepped forward and was obviously looking around for help did the woman behind the bar say she'll be right with me. She brought out our order and the ice cream that came with the chocolate souffle was completely liquid because they put it in with the hot foods for some reason. When I asked her what it was, she acknowledged the "sad" state of the ice cream and went to get us a replacement ice cream. At least, she packed the replacement in ice for us. When we got back to our hotel room, we discovered that the raspberry sauce that comes with the chocolate soufflé was actually a side of sriracha/hot sauce!! At this point, the restaurant was closed so we couldn't call to let them know. My daughter ate her orange chicken & her chocolate soufflé (without the included sriracha/hot sauce!), and I ate my Singapore street noodles. She didn't finish either of her items because she said it tasted "funny" (she's only 10). Well, fast forward to my daughter not feeling well the next day and getting FOOD POISONING, where she violently threw up everything the next day!! Between the lack of service, ice cream thrown in with the hot food, sriracha/hot sauce being mistaken as raspberry sauce, and the food poisoning, please be wary of...

Arrived 2 hours before our movie time and got on a 30 minute wait, no problem. Timing was pretty on point, we got sat and then it went downhill. It took 10 minutes to be greeted but they were busy and we were chatting.

Server (Luke) seemed nice and had some recommendations. We ordered drinks and apps and were about to order entrees (we had already been waiting a long time so we had an idea of what we wanted) but he wanted to put the drinks in and come back. He brought waters back and then some beers; dropped the beers off and went to get a mug, dropped that and turned walked off without getting our order. After that he didn’t make eye contact or stop by again until after apps arrived… 20 minutes later. He stopped by to ask how the apps were (edamame came out first about 15 min after we ordered it, 5-8 minutes later the lettuce wraps and Brussels sprouts came out - all ordered at the same time). We asked to order and I told him we would want to be cashing out in 45 minutes. He said hold and went to check, came back and said the food wouldn’t be ready in 45 minutes so he wouldn’t do it. We ate the apps, had another beer, and cashed out after he finally brought our check and cashed us out about 30 minutes later.

He said they were understaffed when he asked if everything was good and we said it would have been nice to have been able to eat dinner. No managers around, he didn’t offer anything as an apology. It was the worst service I’ve had in a long time. 2 of the three of us were first timers and have no desire to ever try a PF Changs again after that. If staffing is an issue then don’t pack in every table, that shouldn’t be rocket science...