Arepa's Factory — Restaurant in Brussels

GENTE MUY MALEDUCADA Y POCO PROFESIONAL

We used to be regular customers of this restaurant and the Arepas were good. It has always bothered us though that the place was more often closed than open. However we still continued to consume their products. Until today when a very serious situation took place: I have placed an order via Uber eats. After 50 minutes of waiting time (which I recognise is outside of restaurant’s control), the delivery person brings the bag broken, the soup has fallen out from the bag and the arepa fell on the floor in front of my eyes. Whereas I recognise that this was Uber’s fault, it is also a very big responsibility of the restaurant and the way they package the food. The soup was clearly not packaged well to be transported, nor was the arepa. The bag was also of poor quality given that it broke so easily. However, the worst thing of all is the dishonest and disrespectful treatment I received from the owner of the restaurant when I phoned to inform him about what has happened. Instead of apologising and searching for a solution, he started immediately to search for excuses, speaking with a very rude tone of voice and speaking over me. When I reminded him that I am the customer, he said that he is the owner. And then it continued in a very low level way which does not even deserve further descriptions. I not only did not receive my food, but had to go through this horrific treatment by the restaurant.

I am definitely never ever ordering again.

These people clearly have to learned the standards of good customer service, as well as basic politeness that is...

The location is great and the service was fine. The food is really the problem here. Honestly neither the empanadas nor the tequeños were up to the task. It is also overpriced for the quality of food you are getting. I really don't get all the positive reviews. I've eaten in many different Venezuelan restaurants in Europe and this one is at the bottom of the list.

(Edit) After the response I got from the restaurant, I'm updating my rating from 2 to 1, because I can't give them 0. What a childish response. It seems they can't handle honest criticism without instantly labeling it as 'hate'. I do 'spread love' to those who deserve it. They clearly don't fall into that category. I don't usually write bad reviews but this made it worth it. Btw I'm proud to be part of that 0.0001% of unsatisfied customers, makes me feel somehow special. PS. Take a look at their other responses to 1-Star reviews,...

We have been to this place many times and it never fails to deliver. This little Venezuelan restaurant serves delicious homemade food. You can try Venezuela's most famous dishes: arepas (savoury corn meal dough with savoury ingredients), empanadas (fried filled corn pastry), cachapa (sweet corn crepe with white cheese), tequeños (cheese fingers covered by pastry and deep fried), guasacaca sauce, soups, fresh sugar cane juice and so on. Even though this place serves traditional Venezuelan food, they also offer several vegan options and are eager to adapt any of their dishes and make it vegan without any fuss. The quality-price ratio is superb. If you would like a fresh Venezuelan meal in the centre of Brussels you should definitely try...