This is going to be a long review, and I truly don't want to leave a bad review for this establishment, especially since I've been a customer here for so long. But after what happened today(March 9, 2025), it's the final straw for me:
I have been a loyal customer at this establishment since 2022, eating here at least once a week or every other week. I have always ordered the same thing--the Island Pork Box with extra protein (fried tofu and chicken) instead of a side--and never once had any issues. The staff even knew my order as "the usual".
However, after today's experience, I don't think I'll be coming back.
When I arrived, I was undecided on whether I wanted a full meal or just a Dole soft serve. A staff member suggested that I could get a kids' size if I wasn't too hungry, so I took their advice and ordered my usual, making it clear that I still wanted my extra protein and that I would pay for the extra, just as I had always done.
Before I could even get my Island Pork, the manager, Jenny, suddenly intervened and told me, "You can't do that." with a horrible attitude and expression. When I asked why, she vaguely said it was "unfair." I assumed she thought I was trying to get extra food without paying, so I immediately reassured her, "Don't worry, I'll pay for the extra costs." But instead of clarifying anything or handling the situation professionally, she just kept repeating that I couldn't do it with a horrible attitude, even though I had no issue paying for everything like I rightfully should and always have.
At this point, I was annoyed but decided to just be the bigger person and order a full-sized bowl instead. I then asked if they could simply transfer what was already in the kids' bowl to the new one so that we wouldn't waste food. Jenny(the manager) refused and even took the food away from the employee helping me, as if she didn't even want me to get my order. Then, she claimed that I had wasted a box--even though it was her employee who originally suggested the kids' size, not me!
I finally got my food after all the unnecessary hassle, but throughout the rest of the interaction, she kept side-eyeing me and, from the looks of it, muttered a curse word in Spanish under her breath. When I asked who the manager was, she smirked and said she was, knowing that if she didn't do anything, no one would, and she'd continue being the tyrant she appears to be. When I then asked for the owner's contact information, she condescendingly said, "Oh no, we can't disclose that," talking to me like I was a 5 year old child with her tone and expressions. The customers are not dumb! We know what you're trying to do!
This isn't the first time she's done something like this. There have been multiple times where I would place my order with other staff members with no issue, only for her to randomly step in, bring an attitude, and act like I had done something wrong without even explaining why. Plus, why do I not have the right to get my food how I like it if I'm paying for every piece of it?!
I have been getting my bowl in the exact same way for two to three years, and no other staff member has ever had a problem with it. If the policy has changed, I have no problem adjusting--but it's unacceptable for a manager to fail to communicate this properly and treat customers with such disrespect.
The final straw was her last comment. After I expressed my frustration and said I wouldn't be returning(while I remained a decent attitude), she sarcastically responded, "Oh sure, okay. All your other 'friends' (referring to past staff who had made my bowl the way I always ordered it) were all fired, so good luck."
First, they weren't my "friends"--they were simply doing their job and providing good customer service. Second, what kind of manager brags about firing employees? If her attitude is the reason those employees are gone, then that speaks volumes about the management here.
I won't be bringing my business back here until I receive an apology. I hope ownership takes a serious look at the way their customers are being treated because no one deserves to be disrespected by someone on a power trip, especially not a paying customer. read more