Raspado Xpress — Restaurant in Covina

I've got to say that I am very DISAPPOINTED with this Covina location's CUSTOMER SERVICE. Worker Jackie attended my mom this evening around 5pm. My mom ordered a raspado de ciruela and Jackie gave her a very salty raspado which was supposed to be sweet. My mom asked if they can remake it or give her a different kind since that one did not taste like it was supposed to.

My mom didn't ask for her money back, just a simple request for it to be remade. Jackie said it couldn't be done. My mom asked for the manager whose name is Vanessa, and Jackie went to the back to ask her if she can remake it. Jackie said Vanessa the manager and owner said it could not be done.

My mom told her she didn't want it, and Jackie, Sayani and a few other workers just stood there as Jackie threw my moms raspado in the trash. They did not offer anything else to her. My mom left.

I called Raspado Xpress and Sayani answered. I asked for the manager/owner Vanessa. Sayani stated that the manager had not been there for days and does not know when she will be back in, and there is nobody else who could have helped me... So who exactly did Jackie go and ask if my mom can get another raspado if there hasn't been a manager? Someone there was pretending to be Vanessa, the manager.

Honestly, this place is good and I have been here before. They have great snacks, but after today's customer service, there is no way I will be back. Customer service is key for me wether it's a 5 star restaurant or a business like this one.

I also contacted "General Manager" Omar Limon via email and I am very appreciative of him giving me a call back and listening to me and agreeing with me that what Jackie did was not right, and that my mom should have gotten another raspado. This issue is not about anything else other than CUSTOMER SERVICE and being able to handle such a simple job. There's a reason people like Jackie have such menial jobs. Other companies wouldn't tolerate such behavior. When the General manager returned my call he stated only that he will "talk" to Vanessa the manager/owner but I can't be too sure of that.

There was nothing else offered for my moms horrible experience from the GM. I would expect family owned chain businesses to treat people better specially the one's who give them the most business which are majority local Hispanic/Latino families.

All this could have been avoided by having simple customer service skills/training, and by giving the customer what will make them happy and willing to return to give you business.

With all that said, I will not be returning here and I will spread the word about this horrible customer service as...

Had a great experience. The prices seem average for raspados now (inflation at it's best). Loved that I was able to get an XL, the cost was $7.50 for a chamopiña/mango (being able to get 2 flavors was a plus and I was told that I could select up to 3 flavors on the regular raspados. And since then I haven't been able to think of all the wonderful creations I'm going to have in the future. I'm def going to try fresa/coco/horchata next time. And I also got the small nuez raspado for $4.50 and let me tell you that 1/3 of the cup was actual walnut (how yummylicious 🤤). I can't wait to be back with the whole fam. A...

Ok this used to be my favorite place but just recently not sure what happened but they lost their touch. I bought a rompompe raspado for my wife and a bionico for her as well I got a pico de gallo. Well my stuff was ok but her rompompe was for sure rotten and her bionico was for sure rotten as well like seriously it tasted like old nasty fruit and rotten milk... well I've been going there so long I gave it a second chance and sure enough same stuff and got us super sick... so I shall not return I found a new better...