Austin >Food & Dining > Wok On Fire
9901 Brodie Ln, Austin, TX | Directions 7874830.184606 -97.845956
On Dec. 24. 2013, I placed a delivery order with Wok on Fire. When the food arrived, I was surprised to find that, despite the website’s claim (is.gd/Uz9vJo) of “free” delivery, there was a $4 delivery fee. This brought the total bill to $30, which I paid with my debit card. When I signed the receipt, I added an additional $2 tip, to bring the total tip (including the delivery fee) to $6 (20%) and the total charge to $32. My surprise at seeing the delivery fee was nothing compared to my surprise when, on Jan. 2, I saw the charge on my bank statement—instead of $32, I was charged $50!
I called the restaurant, and the manager rudely informed me that the ticket was correct—I was charged $26 for my meal, $4 for the delivery fee, and a TWENTY DOLLAR tip. When I told the manager that I had tipped $2, not $20, he curtly replied that I had signed the ticket, which, according to him, clearly showed a $20 tip. The manager refused to refund the difference over the phone and insisted that I come in to verify the receipt.
On the (poor) advice of my bank, I visited Wok on Fire the following day, to verify the receipt. When I saw the receipt (is.gd/ixYP6w), it was immediately clear what had happened—someone had added a zero to my $2 tip (making it look like $20.00), had scratched out my original total of $32, and had written in a new total of $50. I told the manager that I wanted a refund, and he told me that this was a matter between the delivery driver and me and that I could wait outside for the delivery driver if I wanted to ask him for my $18 back. HE ASKED A 24-YEAR-OLD WOMAN TO WAIT OUTSIDE, AT NIGHT, TO CONFRONT A MAN WHO HAD SUPPOSEDLY STOLEN FROM HER!
I informed the manager that my problem was not with the delivery driver but with the restaurant that had billed my credit card, and I told him that the appropriate response, given that I had been ripped off by a member of the restaurant’s staff and forced to drive over to verify the receipt, would be to refund the full cost of my meal. At this, the manager became irate. I then suggested that if he wouldn’t refund the full cost of my meal, he should at least refund the full tip ($24) because it didn’t make sense that someone who’d tried to steal from me should keep ANY tip. The manager became even more irate, and his wife joined him in yelling at me. When I pointed out that this was a CRIMINAL matter, the manager told me that I was the criminal and that he was going to call the police and report me for trying to steal from him. He then picked up the phone and dialed 911.
I later found out that he had only pretended to call 911 (I guess you have to press a button to get an outside line), but I didn’t know that at the time, and I didn’t want the police getting an uncontested phone call saying I was trying to rob a Chinese restaurant, so I called 911 myself and let them know what was happening.
The police arrived about ten minutes later, and to make a long story short, the manager finally admitted that HE, not the delivery driver (who, by this time, had shown up), had changed the tip on the ticket. Just to be clear, THE SAME MANAGER WHO TOLD ME TO WAIT OUTSIDE TO CONFRONT THE DELIVERY DRIVER WAS THE ONE WHO CHANGED MY TIP FROM $2 TO $20. He then tried to pretend that he’d been confused by the ticket and had thought I meant to tip $20. The cops clearly weren’t buying this explanation, but I guess they didn’t feel like writing a citation for petty theft, so they focused on trying to reach a mutual resolution.
While all of this is going on, I’m enduring a ceaseless torrent of insults from the manager’s wife (“you very rude lady,” “you bad tipper”). With the police there and the truth finally revealed, the manager said that he would make the driver give me back the $18. Although the driver was apparently the one who received the tip, he wasn’t the one who chose to rip me off, and I didn’t feel right about taking money out of his pocket, so I told the police to forget it.
We have been going to Wok on Fire since it opened many years ago. Our last few experiences there are prompting us to give it a pass from now on. We usually order take out, and more often than not the order is incomplete or just plain wrong. We have noticed a sharp decline in quality over the last year as well. It's just not a good option for us anymore. Tonight they forgot to pack the lemon sauce and rice for an order of lemon chicken...not a complex order, eh?
If you want quality Asian food, drive the extra 5 minutes and go to FireBowl, Beijing Wok or Hao Hao. They all have consistently good food at reasonable prices. Don't be frustrated or waste your time on Wok on Fire...
This place has THE most horrible service! I ordered food to pick up and bring home. WHen i got home i realized that the food was wrong. I immediately called and they would not give me a credit, a refund, the correct food, and not even an apology. In fact the person that i talked to (that calls himself the manager) hung up on me after calling him three times. He was RUDE and said that there was nothing that he can do..... WORST CUSTOMER SERVICE ever!!!!!!!!
Microwave – I'm thoroughly convinced that they don't cook anything there.
Everything looks and tastes as though it's either been nuked in a microwave, or thrown in a deep frier.
Really Poor :(
Changes in Menu...Wok on Fire – Warning!!! Wok On Fire is under new management. I love(d) certain entrees on their old menu, but under this new management, my favorites are no longer on the menu. We'll see if the quality is still as good...
Give these guys a try – My wife and I have ordered from Wok on Fire many times and have always been happy with our food and pleased with the friendliness and courtesy of the phone and delivery people. In fact, we are writing this review because the woman on the phone this evening was especially pleasant and we thought it was only right to let others know of a good, customer-centered business. If you like quality Chinese food at a reasonable price, give these guys a try.
Deliver in the rain.... – They have good food and a good attitude. They bring food in the rain and had a smile on the face. What else do you want? It's Chinese delivery...
Horrible customer service – On a scale from 1 - 10, the food is a 4, but the unbelievably bad customer service makes Wok On Fire a restaurant to avoid. I have ordered take-out from this restaurant 2 times, and they have managed to mess-up very simple instructions both times. I understand people make mistakes, and I'm usually very laid-back about things like this. All I expect is an apology and a willingness to correct the error. The manager at Wok On Fire instead offered us no apology and acted like we were high maintenance customers for wanting our food to be prepared correctly. I don't think the manager realizes that he is in a very competitive business and that good customer service can build loyalty to a restaurant. If you?re looking for great Chinese food in South Austin, I would suggest China Dynasty on Slaughter. The food is delicious and reasonably priced, and the staff is always courteous.
Sign in with Facebook Sign in with Facebook to see what your friends are up to!
Do you have a review of Wok On Fire on your blog? If you include the Citysearch image link (shown below) in your post, we'll automatically link to your review from the business profile page. Here's how our Linkback system works:
The Linkback system is free and automatic. It's really that easy.
To link to our business profile page, copy the html below to your web page.