I've never written a restaurant review before, especially for a small local business, but I felt compelled to share this experience in hopes that management or ownership can learn and grow from it.
As a Latino myself and with there being very few Latino restaurants in the Wake Forest/Rolesville area I truly want this place to succeed. Unfortunately, my experience yesterday was extremely disappointing, and I'd hate for someone else to go through the same thing.
Around 4:30 PM, I came in to place a takeout order for a Super Bowl party. There were only two people ahead of me one ordering and one picking up. I overheard that some menu items were already being substituted due to shortages, which is understandable given how busy it was.
When it was my turn, I ordered the 12-empanada box with no issue and was not told there would be an extended wait. I sat down, and shortly after, a long line formed behind me. Many walk-in customers were then told multiple items were sold out, and it was clear the restaurant was running out of food.
The biggest issue: there was only one young woman working the front and one chef in the back. No management or ownership was present though they were calling her repeatedly while she was clearly overwhelmed trying to handle walk-ins, phone orders, catering pickups, and delivery drivers all at once.
After 40-50 minutes passed, only one person ahead of me had received their order. Customers who had placed orders earlier in the day or catering orders were being told their food could not be fulfilled because priority was being given to walk-in orders that had already been paid for. Understandably, many customers were upset.
After waiting over an hour, I went up to ask about my order. She initially couldn't find my ticket, and once we located it, I was told my order hadn't even been started. At that point, I asked for a refund. Which she understandingly did and was very sorry.
To be clear, my frustration was not with the employee she was doing her best in an impossible situation. My issue is with management and ownership for not being present to support on one of the busiest nights giving the circumstance, not staffing properly, and not stopping orders when it was obvious they could no longer keep up. At one point, I even suggested turning off the "Open" sign. A DoorDash driver was also told the customer would need to cancel because there was no food left.
This experience could have been avoided with better communication, staffing, and oversight. I truly hope ownership takes this as constructive feedback, because the community needs places like this and experiences like this I would hope not be happening. read more