It seems that PF Chang's restaurant in my neck of the woods is suffering from its own success. After my last two disappointing visits, I've mentally refiled it to the category of overpriced eateries with sticky tables and sad service. We waited an hour for a table last weekend and finally grappled for two seats at the bar where we ordered a bottle of wine and potstickers. The bartender, who was also our server, alerted us that we might want to order our meal at the same time as our appetizers because orders were slow. We didn't and they were, which gave us plenty of time to experience the atmosphere. The restaurant was full of people at tables, waiting in the lobby, and flowing out the doors waiting to be seated. There appeared to be just the one bartender plus a couple of assistants to service the entire bar and restaurant. The bartender was so intent on taking glasses out of the dishwasher that she never looked up at our empty glasses on the bar. (That's ok. It happens.) At the same time, waiters were coming and going, each time running into the back of my husband's chair. He was just 3 seats from the end of the bar and in the traffic path to the bathrooms so he got quite a ride.
Our potstickers arrived and my husband had to request hot sauce, chopsticks . . . and plates. The bartender told us, looking slightly uncomfortable, that they were short on appetizer plates, but she asked another server to run back to the kitchen for some dinner plates for us. (Well . . . okay.) As usual, the potstickers were delicious, even though they seemed to be about 50% smaller than they were 5 years ago.
Eventually, when the bartender was free, we ordered our meal, the usual shareable favorites -- Crispy Honey Chicken, Kung Pao Shrimp, Garlic Green Beans and Pork Fried Rice hold the egg. We always order the fried rice "hold the egg" because eating egg causes my mouth to burn and my throat to swell. For some reason I can eat egg it when it's mixed into a batter -- provided I can't smell it, but plain egg such as that in Fried Rice is a no-go. So, for simplicity, I just tell servers that I'm allergic to egg. When we ordered "hold the egg" we explained why and the bartender told us how seriously they take "hold the egg" requests.
". . . The very things that made the restaurant stand out as one of our favorites are the same things that are now lacking: Good Food, Atmosphere, Great Service."
While we waited for our meal, my husband and I talked about how PF Chang's has changed over the years and we realized that the very things that made the restaurant stand out as one of our favorites -- delicious fresh food, a beautiful atmosphere, and attentive staff -- are the same things that are now lacking. The tasty, fire-y sauce they used to mix at your table is no longer offered, and even soy sauce isn't on the table unless requested. Sure, they'll bring both if you ask for them, but they're delivered with the same interest as a pack of Parmesan at a pizza joint. The attractive and modern Asian atmosphere has degraded into sticky tabletops and worn interiors. And the staff that was previously attentive and proud to be part of the PF Chang's brand now just seems tired, overworked, and in bad need of fresh uniforms. While we enjoyed our wine, we imagined corporate staff deciding to save 30 seconds per table by not mixing sauce for their customers, or saving on overhead by replacing the former Asian inspired uniforms that added to the atmosphere with jeans and polo shirts. And while I can't prove it, I could swear that my meal during a prior visit was a warmed, soggy frozen meal. And, yet, the place is still packed . . .
We were mourning our loss when dinner arrived and we dove in hoping for the best. While it was fine, it just wasn't up to par. The green beans were overcooked, soggy and shriveled, and the fried rice had no vegetables nor any flavor at all. What it did have was egg, staring up from my plate. "What's this?" I asked my husband. "Don't touch it. It's egg," he said putting his chopsticks down and looking for a waiter.
When the waiter/bartender finally turned our way, my husband was slightly impatient. She was understanding yet frustrated about the egg situation as she called the Bar Manager over. When he arrived, my husband explained our disappointment calmly and rationally, explaining that we didn't mind paying $120 for our meal, but we had expected more from PF Chang's, especially in regard to the egg in our fried rice. As he talked about our experience to the Bar Manager he became more and more passionate, bring up past shortcomings at this PF Chang's as well, emphasizing how we felt in losing the PF Chang's that was.
The Bar Manager was professional and appreciative that we could discuss our experience with him without making accusations and demands and he did everything he could to make things right. He assured us that he would pass our comments on to higher-ups, but I suspect that our criticism will fall on deaf corporate ears until more customers decide that they, too, expect more and take their dining dollars to other restaurants.
In the meantime, I continue to wonder why we still fill their tables and give them our hard-earned dollars, contributing to their success. Is it that there aren't better dining experiences begging for our business, or are we just hoping that the next time will be different?
