Unfortunately, this was a very disappointing experience…read more
We are regular customers and order food from this restaurant almost every week. We've always enjoyed the food, which is why what happened today was so surprising and upsetting.
We purchased a whole chicken, and when my husband brought it home, I began cutting it to serve dinner to my children. To my surprise, several parts of the chicken were completely undercooked and raw. I have attached photos because they speak for themselves.
I immediately called the restaurant and spoke with Carlos, who was very kind, professional, and understanding. He apologized and offered to replace the chicken. I truly appreciate how he handled the situation.
Unfortunately, everything changed when my husband returned to the restaurant. The two employees at the front, Paola and Cara, treated him with a very unprofessional and disrespectful attitude. One of them opened the box with the replacement chicken in front of him and sarcastically asked if "this chicken was okay." The other opened the chicken we had returned and insisted that it was perfectly fine and that "this is how it's supposed to be," despite the fact that it clearly contained raw, undercooked meat.
My husband felt embarrassed and uncomfortable. At that point, he no longer wanted another chicken--he simply asked for a refund and left.
When I learned what had happened, I called back because, by then, the issue was no longer just about the undercooked chicken, but about the way we had been treated. I asked one of the employees for her name, and she refused to provide it. Instead, she hung up on me and told me not to come back to the restaurant.
I tried calling several more times to speak with a manager, but no one answered. I finally called from my husband's phone, and Carlos answered again. He sincerely apologized and let me know the manager would be available the next day, and I plan to speak with them directly.
I want to make it clear that mistakes can happen. No restaurant is perfect, and we understand that. What is unacceptable is treating loyal customers with sarcasm, disrespect, and a complete lack of empathy when they report a legitimate concern.
More importantly, serving raw chicken is not just a quality issue--it is a food safety issue, especially when that food was intended to be served to children. What was even more concerning was that, instead of acknowledging the mistake, your employees questioned us and tried to convince us that the chicken was properly cooked.
After being loyal customers for so long, we never expected to be treated this way. I sincerely hope management takes this matter seriously--not only because of the poor customer service, but because food safety should always be a top priority. I hope no other family has to experience what we went through today.