Luna Grill Dana Point — Restaurant in Dana Point

My girlfriend and I love to eat at this restaurant at least once per week and most times we get our order for take out. We call it in and is typically ready for pick up in a timely fashion. I would definitely give a 5 star rating however customer service is the make it or break it for me.

In recent weeks we have had a couple negative experiences with one of their employees that answers the phone and works the register. The person taking my order was very rude when he answered the phone and treated me as if I was a burden for calling when it happens to be busy. He cuts you off when you are ordering, doesn't listen to the order, doesn't say thank you, seems irritated, and frankly seems like he wants nothing to do with our business. He won't say thank you when completing the order nor will he read your order back to you. This time he cut my girlfriend off on the phone when she was confused as to why the price was so high and she asked him to repeat the order. Before she could finish her words he hung up on her after quickly telling her that the food will be ready for pickup in 15-20 minutes. When she arrived she mentioned to him that over the phone he was being rude and he could care less. Finally while being face to face she was able to ask why the price was so high and he then read her order back and he had recorded an additional meal on the order that we did not place. She explained to him that she never ordered that plate and again he just seemed perturbed by this and didn't know how to make a refund happen so he just threw the money and order to another employee and told her to handle it. This kind of attitude to me is unacceptable because we all have jobs to do and we don't need to deal with this kind of disrespect for simply giving this place our business.

Typically this kind of behavior would make me give a 1-2 star rating but the food is so good and most other times we have had pleasant experiences so my review for now stands firm at three stars. If (name redacted) would learn how to treat customers better or not be placed up front where customer service is expected I would be happy to give this place a 5-star rating.

Update: We have had nothing but great experiences since my last review and complaint. 5 star service and quality for a quick sit down or...

Went to the Dana Point location today. I haven't been to a Luna Grill in several years but, was in the area today and decided to have lunch there. I brought my sister-in-law along because she has never been. I told her how great the food was and she was excited to try it out.

Got a bad vibe as soon as we walked in. The guy taking orders didn't even acknowledge we were there. When I spoke to give my order, he said "just a minute" and continued to tap around on his screen. When he was done doing whatever he was doing, he looked at me, but never said hello or apologize for keeping us waiting. I ordered and sat down while my sis-n-law gave her order. I had to ask that the table be wiped off, which he did. My order came out several minutes before hers, and when hers arrived, it was completely wrong. She ordered shrimp but received chicken. When she told them it was not what she ordered, the woman (maybe Manager??) took her food and started to walk back behind the counter. My sis said that she needed to be the one to dispose of the order because she believed it is a code violation, so they gave it back to her and she tossed it out. When they finally brought out her order, the shrimp was undercooked. At this point, she was over it and asked her a refund. They never apologized for the mistake, just handed her the refund receipt and walked off. This kind of service is the exact reason people are so annoyed with the expectation of customers adding a tip PRIOR to receiving their food!! They did NOT return her cash tip! UGH!! The employee's name on the receipt says Saira but, the name of the guy who took the original order was not on it. Decent customer service isn't rocket science, it shouldn't be so hard.

Needless to say, won't be visiting this, or any other Luna...

Solid restaurant! Not a paid-for or sponsored review.

+high quality all four times I've ordered dinner since they opened +beef filet kabob with bell peppers and onions is very delicious and high quality +LOTS of rice, a salad with greens besides lettuce, grilled tomato or carrot, pita or lavosh all make for a large meal for one or an easy-to-share meal for two if you're both not starving +drink machine has bubbly water and regular water +employees will bring whatever you ask them for and are very polite +Matt is especially helpful! Direct communicator, friendly, went the extra mile +chairs inside the restaurant are very comfortable and custom made for the restaurant! +sweet potato fries and chipotle dipping sauce are worth every cent! I usually don't order fries when I go out to eat because of the added cost and calories but these are worth it!

-the lighting has a strong red tint so photos look odd -twice the high chairs have been sticky and/or dirty -two out of the four times I've been, the food took longer than 10 minutes to arrive. Understandable on a busy Friday night but it would be nice to experience the "fast" aspect of "fast casual" dining -the employees walk quickly back and forth to the kitchen/cashier so if you need something, you kind of have to keep an eye out and grab one as they go past. -outdoor chairs and tables are uncomfortable and LOUD when you move them even an inch -feta fries sounded exciting but they were just so so.

Bottom line: reliably healthy and generous portions at...