No, the customer is not always right.

Dan's Reviews (CLICK HERE FIRST TO READ THE BS REVIEW)
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Dan W’s Original Review – click to enlarge

Dan’s Original Review

“I guess it’s tough to give an accurate rating on this but I’m not going back. My experience was at around 730pm on a Wednesday. I was flying solo that night, after a particularly challenging day. The waiter came up and asked how many. I said one, I had planned to sit at the bar or get the food to go. She said “one? no, one?” and then ran off. I waited a minute at the door, and then left. They were busy and potentially understaffed. It’s not that classy of a place, but they refused to seat me. Sure, I was wearing jeans and a baseball cap with my flannel shift not tucked in. I had no intentions of taking a full table, just any corner I could fit in, or order off the menu to go once the guy next to me was done with it. Oh well, next time I go out in a group of three to six we’ll take our business elsewhere. The key to a good business is to be consistent in the small things. That sucks, I just wanted food and I had cash, just as I sat down two people called me back and my entourage of 6 had an amazing dinner at Thai stick.”

Dan W's updated review, where he fixes some of the lies

Dan W’s updated review, where he fixes some of the lies, and tries to patch up the others! – click to enlarge

Dan’s Updated Review (where he changes his story and fixes some lies)

Preface: Please note that just because I gave a poor rating, which I rarely do as I was a small business owner for years. A bad review does not mean a fake review or a fake individual. As you can see, I have only one other negative review of my 24 from varying place across the US. This review has been rewritten to confirm accuracy from my perspective.

Review: My experience was at between 705-712pm on a Wednesday 3/19. I was by myself., waited by the door for a bit due to the line. A female waitress came to the doorway where I was waiting and asked how many in my group. I said one, I had planned to sit at the bar or get the food to go. She said “one? no, one?” and then ran off.

I waited puzzled for a few seconds after the interaction at the door, and then left. They were busy and potentially understaffed, but I understood that they just refused to seat me. Sure, I was wearing jeans and a Baseball Cap with my flannel shift that not tucked in. I could see they were busy, had no intentions of taking a full table, just any corner I could fit in, or perhaps order off the menu to go once the guy next to me was done reading it. According to the videos captured of me. Most of my time was waiting in line, outside the door much like the conversation that occurred.

Rebuttal: I found your response to be inflammatory. I did speak with your waitstaff and your response is inaccurate (of course I do not have “VIP” status, that’s an over the top remark). I also did not give you permission to put video of me on the internet. Please take it down.

This is an honest and accurate account of my experience with the customer service at your restaurant. It’s not a fake review, I was told I would not be seated, I would not have minded waiting. IMHO, perhaps you should review your customer service policies. The rating stands, and I will share this with my friends. It sounds like the rest of your response is lip service, this is a real review and you have not addressed my concerns. Thank you, I hope this helps you to prevent issues like this from happening with future patrons. Regardless you’ve lost my business, especially now that you’re threatening to have me arrested if I return.


Updated Response

22 March 2015 01:06:00 GMT

Dan,

In the interest of being fair to what you said, I am posting video of our service from 18:45 to 19:30 on 18 March 2015. If at any time you see yourself walk in and talk to the server, let me know, and I will gladly post a large banner that says “I’m sorry Dan for calling you a liar”. Otherwise, you must be hearing voices, because I sure don’t see you talking to anyone in the restaurant.


Response

Dan, I appreciate all feedback I receive from customers. However, I’d appreciate it if it was (1) constructive, and (2) truthful.

Take a look at the videos below:

In this first video, you can see that you entered at 19:07, which is earlier than you quoted. You can also see that you did not wait a minute at the door. You spent a total of 22 seconds in the establishment. This video also clearly shows that there were other patrons waiting. We are sincerely sorry that we forgot to recognise your very, very “VIP” status at wonderful, a status so special that you don’t have to sign the waiting list like everyone else… I’ve never been to a restaurant where to refuse to seat people because they’re wearing what you were wearing… You’re dreaming if you think that’s why you didn’t get service.

Please examine this second video:

You can clearly see Dan walk into the picture from the outside at 19:07:00, and then he leaves the picture at 19:08:00. He does not communicate with any servers, and servers were cleaning tables to be able to serve the next customers in line on the waiting list posted at the door.

Dan, we didn’t refuse to seat you. You refused to wait in line like everyone else. You thought you were special, so special that you don’t have to follow the rules. That’s not true, we caught you.

You are prohibited from returning to wonderful. If we catch you, you will be arrested for trespassing.

Management


Media Coverage

Grubstreet
“Restaurant Calls Out Lying Yelper by Posting Surveillance Footage”

Mix 96.5 FM Houston
“Yelp Reviewer Called Out By Restaurant Owner”

Fritterati
Chinese Restaurant Gets Dropcam On 1-Star Yelp Reviewer, And Then It Turned Ugly

Dead State
“Restaurant shames lying Yelp reviewer by releasing security footage”

98.1 FM KMBZ
“California Chinese Restaurant Turns the Tables on Yelp Reviewer”

NBC Montana Channel 13 News (KECI)
“Owner uses video to discredit negative Yelp review”

Kim Komando
“This is why you shouldn’t lie in online restaurant reviews”

NBC San Diego Channel 7 News (KNSD)
“Chinese Restaurant Catches Yelper in Lie, Posts Video As Proof”

ABC News
“California Chinese Restaurant Turns the Tables on Yelp Reviewer”

KTVU Morning News Early Edition at 5am
27 March 2015

Fine Dining Lovers
“Restaurant Posts Video To Prove Yelper Lied In Their Review”

Pennsylvania Action News at 4pm
26 March 2015

Shiftgig
“Restaurant Calls Out a Lying Yelper… with Video Evidence”

NBC Bay Area News at 11pm
27 March 2015

Abilene Channel 12 News (KTXS)
“Owner uses video to discredit negative Yelp review”

Pittsburg Channel 5 News (WTAE)
“Owner uses video to discredit negative Yelp review”

Oklahoma City Channel 5 News (KOCO)
“Owner uses video to discredit negative Yelp review”

Mediaite
“The Rise of Revenge Yelp, and Why It Will Only Make Restaurants Worse”

Des Moines Channel 8 News (KCCI)
“Owner uses video to discredit negative Yelp review”

NextShark
“Family-Run Chinese Restaurant Exposes Lying Yelp Reviewer With Video Footage Justice”

Wild 94.9
“SF Chinese Restaurant CALLS OUT Dishonest Yelper!”

SFGate Blog
“Bay Area restaurant finds video, proves negative Yelp review a lie”

Kansas Channel 12 News (KWCH)
“Owner uses video to discredit negative Yelp review”

Manchester Channel 9 News (WMUR)
“Owner uses video to discredit negative Yelp review”

South Bend Channel 22 News (WSBT)
“Owner uses video to discredit negative Yelp review”

Spokane Channel 4 News (KXLY)
“Owner uses video to discredit negative Yelp review”

Sacramento Channel 3 News (KCRA)
“Owner uses video to discredit negative Yelp review”

Daily Mail
“Caught on camera: Lying Yelp reviewer exposed as having spent only 22 SECONDS in Chinese restaurant he gave bad write up”

Boston Channel 5 News (WCVB)
“Owner uses video to discredit negative Yelp review”

New Orleans Channel 6 News (WDSU)
“Owner uses video to discredit negative Yelp review”

Mid-Missouri Channel 17/22 News (KQFX)
“Owner uses video to discredit negative Yelp review”

Baltimore Channel 11 News (WBAL)
“Owner uses video to discredit negative Yelp review”

Madison Channel 3000 News (WISC)
“Owner uses video to discredit negative Yelp review”

York, Lancaster, Harrisburg, PA Channel 8 News (WGAL)
“Owner uses video to discredit negative Yelp review”

Orlando Channel 2 News (WESH)
“Owner uses video to discredit negative Yelp review”

Honolulu Channel 4 News (KITV)
“Owner uses video to discredit negative Yelp review”

Northwest Arkansas Channel 40/29 News (KHBS/KHOG)
“Owner uses video to discredit negative Yelp review”

Rapid City Channel 2 News (KOTA)
“Owner uses video to discredit negative Yelp review”

Omaha Channel 7 News (KETV)
“Owner uses video to discredit negative Yelp review”

Detroit Channel 4 News (WDIV)
“Owner uses video to discredit negative Yelp review”

Cincinnati Channel 5 News (WLWT)
“Owner uses video to discredit negative Yelp review”

Jacksonville Channel 4 News (WJAX)
“Owner uses video to discredit negative Yelp review”

Kansas City Channel 9 News (KMBC)
“Owner uses video to discredit negative Yelp review”

NY Daily News
“California restaurant uses surveillance video to disprove 1-star Yelp review”

NBC Bay Area
“Millbrae Chinese Restaurant Catches Yelper in Lie”

FOX News
“Chinese restaurant fights back at lying Yelper with surveillance footage”

Break
“Chinese Restaurant Gets Revenge On Yelp Reviewer Who Lied About Negative Time”

Foodbeast
“Restaurant Caught A 1-Star Yelper Lying So They Took Matters Into Their Own Hands”

World Journal (Chinese newspaper)
“食客Yelp差評 – 中餐館戳謊言討清白”

Consumerist
“Restaurant Uses Surveillance Footage To Disprove 1-Star Yelp Review”

carbonated.tv
“Yelp Reviewer Caught Lying In Restaurant’s Camera”

The LAD Bible
“Guy Leaves Bad Review For Restaurant Full Of Lies And Gets Publicly Shamed By Owners”

Eater SF
“Local Chinese Restaurant Calls Out Dishonest Yelper With Surveillance Footage”

Ratter – FIRST OUTLET
“Restaurant Serves Vigilante Justice Against A Dishonest Yelp Review”


Yelp’s Response

Hi there,

We’re writing to let you know that we’ve evaluated Dan W.’s review of wonderful that you recently flagged. After assessing the review carefully against our Content Guidelines, we agree that this review should be removed.

We rely on community engagement to help keep Yelp useful. Thanks so much for taking the time to bring this matter to our attention!

-The Yelp Support Team


Yelpers’ Response

Fannie S. – 25 March 2015 – ELITE
I have not yet eaten here. But I will now.

I commend the business owner & son for handling the awful review of Dan W. with such class, reason, and wit.   (The camera footage was a great use of technology in a world of trolls and ingrates.)

Eater SF: tinyurl.com/o4dhl6y
wonderful’s Response: tinyurl.com/nh55mdy

Am I a Yelper*? Yes.
Do I feel entitled as a Yelper?  No.  I am privileged to be able to review and comment on businesses.
Am I a food critic? No. I am a paying customer who wants to be able to enjoy good quality food.
Do I want my food or services to be good and above average? Yes.

Am I going to write a review with disingenuous ‘facts’? No.
I come from a family (extended and immediate) of restaurant owners, and I have zero tolerance for people who behave such as Dan W.  I grew up in family restaurants, and worked in a few for many years, so I have had my fair share of very rude customers.  I understand the need to address this issue.  People can’t just say things  about a business, not without merit, and think that it’s okay to be a bully or a self-entitled jackass.

*Not all Yelpers are made the same. Some people choose to abuse that privilege, and others find more constructive/productive ways to use this platform.

Looking forward to trying some delicious food in the coming months!

Eugene N. – 25 March 2015 – ELITE
Dan W. You got own3d bruh! It was so painful seeing you try to lie again after you got caught about your lie to begin with. You should have never even responded to save some face.

The only positive thing for Dan W, is he will be famous on the internet.

sf.eater.com/2015/3/24/8285033/local-chinese-restaurant-calls-out-dishonest-yelper-with-surveillance

It even made it to yahoo.com front page news.

So all this attention, maybe wonderful SHOULD actually thank you. LOL

Great restaurant btw! Staff as you can see is full of humor. Be mindful though it does get packed, so be patient.

Daniel H. – 25 March 2015
so I came to this page because I saw an article online about someone bashing on the restaurant.  As a merchant small business owner myself, I know how disgusting some of you yelpers can be.

Here is the problem with some Yelpers:

1) You feel entitled to super VIP high-class treatment as if you are in a luxury steakhouse.
2) You guys are cheap and stingy but yet expect so much from these small businesses.
3) You guys are wannabe food critics who are better off sticking with your day job.
4) Elite Yelpers or whatever you call it, are pretty much a bunch of low-life losers who don’t have a real hobby.

I’m just someone that speaks up for the little guy, the one that you guys keep taking advantage of and that is not right.  It is unfair to the business owners and you guys need to be responsible for your ratings that you give.

Kevin C. – 25 March 2015
Never ate here! But I’m posting for the article that called Dan w. out. Good job wonderful!

CL M. – 25 March 2015
I haven’t even eaten here, but I’ll definitely check it out now! Badass! Way to catch a liar in a lie. Hey Dan W.: sorry to burst your bubble bro, but they don’t need your permission to post your image online. If you don’t like having your picture taken, then don’t go outside! That’s not just my opinion, but also a well established tenet of right of privacy law. Also, it’s not nice to lie! Way to go Wonderful! I hope more businesses follow in your footsteps against bogus yelp reviews!

MarinMama W. – 25 March 2015
Fair way they handled a yelper that told lies.  Food looks delicious.

Jesse J. – 25 March 2015
I have never been to this restaurant but if I’m ever in the area, I’m sure that I will have a great experience.  Despite the negative comments by individuals who have nothing better to do than to make up tales. This is the reason Yelp needs to verify the authenticity of people who are just plain a**holes. #imyouronlinebully

Sam T. – 25 March 2015
Dan W.  You’re a douche bag.  No wonder no one would eat with you on that night you decided to pad your yelp stats with a fake review.  Shame on you for picking on a family run business.

sf.eater.com/2015/3/24/8285033/local-chinese-restaurant-calls-out-dishonest-yelper-with-surveillance

Aside from that, this place is quality.  I recommend the spicy fried chicken and gizzard.  Everything else is delicious as well, but those two items did it for me.

Also, Rick Astley is a pimp!

Anne M. – 25 March 2015
I still love this place for its excellent food, and for the exemplary service that the owner & his family extends to all of its customers. I totally support this place 100%, and I would STILL HIGHLY RECOMMEND this restaurant to everyone!! Its tragic when people like Dan W. create such ugly lies about great small businesses that are bringing good things to a nice, decent neighborhood like Millbrae. Like they say: The truth ALWAYS prevails!! Go Wonderful!! I love your restaurant!!!

Brandon M. – 25 March 2015
I will have to try this place. Thanks Dan W.!!!!!

Chau N. – 25 March 2015
The way this restaurant responded to Dan, the Liar W. Deserves 5 stars!
I love orange chicken.

J G. – 25 March 2015
Best food on the planet, bar none.  Even better that they called out arse-hat Dan W. For being the maroon that he is.

Anne N. – 25 March 2015
lol good job!!!!

sf.eater.com/2015/3/24/8285033/local-chinese-restaurant-calls-out-dishonest-yelper-with-surveillance

S C. – 26 March 2015
I’m so glad that wonderful caught the lying Dan W – yelp can still be a great place to post and learn, but the Dan W’s need to be scrubbed and banned – hope he’s feeling mighty silly right now – kudos to the owner for offering a handshake and a meal – I don’t know that I’d be so gracious given the impact of poor ratings to a small business that (clearly) doesn’t deserve it.

Sara P. – 26 March 2015
Shout out to this restaurant for having the courage to call out a liar (Dan W). If this restaurant wasn’t 2,800+ miles away, I’d most definitely be a frequent guest.  Shame on you Dan W.

Andres C. – 26 March 2015
Thanks for calling out that liar Dan W.!!!  Will be checking you guys out when I am back in the Bay. Definitely hate people like that and I am so impressed by the fact that after that lying DB wrote that review, you are still offering him a handshake and a free meal.

-Dre

Joe B. – 26 March 2015
Came here thanks to Dan negative review.  What a douche!  He must hate his life and a miserable person in order to make all that up.

Aphin C. – 26 March 2015
Like if the news brought you here  : )

Anthony B. – 26 March 2015
I’ll be forever more a patron next time I’m in Millbrae. The article about Dan and the concluding sentence that you will happily shake Dan’s hand make you guys just pure awesome.

Brandon E. – 26 March 2015
No I have not eaten here, but yes I do applaud their ability to call out someone who felt entitled to belittle their restaurant because they could not get prompt service.  I am really tired of people who feel a false sense of empowerment in ripping restaurants because they are bad people.  Most restaurants are run by hard working people who put there best product out.  To have their restaurant ripped for being busy and not eating the food is no excuse for a one star rating.  I will see you guys for dinner shortly.

Bill P. – 26 March 2015
Your news made it up here to Alaska.  Loved reading about your restaurant (meals and reviews, etc) and also the good job in calling out that ‘customer’!!  I haven’t checked out your place before but I will when I’m in the Bay area next!

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