PF Changs has redeemed themselves. I had an awful experience at the Sherman oaks location a few weeks ago while going with family that was in town. Thanks for youf attention to this matter PF Chang’s…I WILL BE BACK! Click through to read the complaint I filed on the PF Chang’s website along with their response. (Names have been removed to protect the innocent).
My Submitted Comment On 04-14-2008
Host/Hostess – female hostess was rude
Management – handled my concerns poorly
Server – extremely rude and inattentive
Timeliness – food, drinks arrived late
“Unfortunately this has been the worst experience I have had at one or your establishments. I visited Sunday night with a group of 7, once seated a wait staff person did not get there for 10 minutes, water was requested and then not provided for another 10 minutes. Our waiter was very rude and inattentive, his name was ———- and was very unfriendly, did not greet us and provided us with poor service. Food took a long time to get to us, waiter was around very infrequently.
After paying bill and upon exiting I approached the front desk asking for a manager to voice my concerns to, the woman hostess was being quite a smart ass telling me she was the manager. I said “I want to complain about my server’s poor service, now are you sure you are the manager?” To which an older man that I am assuming was the assistant manager approached me saying he would get the manager. When telling the manager my disappointment in both the server and timeliness of food he response was, “well you should have told me earlier and I could have comped something for you. Well he still could have done something other than that. That attitude seemed to project that he did not care. Both he, the waiter, and the hostess are very poor representatives of your establishment, while I usually go to the location by my office, I do infrequently visit this Sherman Oaks location. I would hate for this type of service to continue as I would definitely stop patronizing an establishment that is run so poorly from management down. Of all the times I have been to your restaurants, I have never had such a negative experience as i have now and hope that you are able to correct this before my next visit.”
PF Chang’s Response: On 04-14-2008
Thank you very much for your comments. I am very sorry that your recent visit was not up to our usual high standards. It is very disappointing to say the least to hear that given the opportunity to redeem himself the manager did not do his job. I can assure you that we take your comments very seriously and I have shared your comments with ———- our Operating Partner. He will also be sharing both of our concerns with his staff and managers. In the mean time if you would be so kind to send me your address so that I can send you some certificates to use for a future visit. Although this does not make up for the poor service it does allow me the opportunity to regain your confidence in us.
Sincerely,
—— ——-
Market Partner
Southern, CA.
I wrote back on 04-14-2008
“Thank you so much for your quick response and the certificates. I have grown used to feeling as if I am being “spoiled” when dining at your various locations, however this particular experience was incredibly disappointing, especially with my kids and parents in tow. I appreciate you forwarding my comments and hope a repeat of this experience will not happen again.”
I wrote on 04-18-2008
“I received the gift certificates today, thank you for your immediate attention to this matter”
P.F. Chang’s China Bistro wrote on 04-19-2008
You are more then welcome and we hope to see you back soon.
