Banh Town

1 Reviews on “Banh Town”

• CinemaBrew

  The good thing about Banh Town is that their food is delicious. If this review was for food alone, I’d easily give them at least four stars. This has been one of my family’s go-to take-out restaurants since they opened. Sadly, I don’t think we’ll order from them anymore given what I am about to explain below.The bad thing about Banh Town is their customer service and their online-ordering experience. We got into the habit of just calling in our orders because whenever we placed them online, they would quite often be wrong. However I noticed recently that the online ordering platform on their website had changed and decided to try it again. That was a big mistake.Here is the story of what happened. I placed the order online. And a friend who was heading over to our house picked up the order. Our order was wrong in two ways:1. I added a fried egg to my Curry Lemongrass Beef Bowl. While I was charged for this, the fried egg was not included in my dish2. We ordered two of the same sandwich, that being the 5-spice Chicken Banh Mi. One of the two sandwiches was ordered as-is. The other one had extra meat and a side of slaw added at at additional charges. Once I had added all of the meal items, I was careful to double check that my cart showed one 5-spice Chicken Banh Mi as-is and one with the extra customizations. Everything in the cart was correct at this point. However, once the food arrived at my house, I noticed that both sandwiches had the extra meat and came with the extra slaw. I went back and checked the receipt emailed to me and saw that my order had been changed to both sandwiches having the extra customizations – meaning I was charged twice instead of just once for the customizations.I called the restaurant. The person who answered told me he was going to put his manager on the call. I explained both scenarios to this person who told me that they did not charge me for a fried egg and that the sandwich issue was my fault because I had ordered it wrong. I asked then for his name which I won’t use in the review as I wanted to know how to contact the owners. At this point, he told me he was the owner.Regarding the fried egg, he told me that if I forwarded him the receipt showing I was charged for the fried egg that he would credit it back to me. However, he refused to accept blame for the wrong sandwich orders insisting I had ordered it wrong. I explained that I thought there was a coding error on his order platform that was just changing the two different orders of the same sandwich (one with customizations and one without) into the same order (in this case, both with customizations). He would not entertain this option though and the issue was left unresolved. I did warn him that I would both dispute the charge with my credit card company and write negative reviews. I got his email addressed and confirmed with him that I had written it down correctly three times.I immediately emailed him the receipt showing that I was charged for the fried egg. And when I did so, I also included screenshots of the ordering experience on their website. I recreated just the sandwich portion of our order to see if I could tell what went wrong. Once again, my shopping cart showed the two different version of the same sandwich. However, when I clicked through to place the order, the two sandwiches had been changed to the same order (both with customizations). So I guess in theory I could have caught this issue when I was first placing the order. However, I really believe that if there is a coding error on their website, the restaurant should take responsibility for this.He never did respond to that email in regards to the fried egg or the sandwiches. I followed up once saying that I wanted to check in again before writing any negative reviews and disputing the charge, but he still never responded. For what it’s worth, I did dispute the charge and was credited back the overage. I am uncertain of whether or not my credit card company reached out to Banh Town or not. I am assuming that they just ate the cost and that Banh Town gets to keep the overage without having to take responsibility for their mistakes, which is unfortunate.

  June 7, 2019, 11:44 pm

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