Saman — Restaurant in Doral

am writing to express my deep concern and disappointment regarding the handling of my recent orders.

On my first order, I purchased the Dark Roast Beef, which is clearly advertised as vacuum-sealed. Instead, I received it hot, in a regular plastic container, and spilled inside the bag. This not only ruined the product but also showed poor food handling practices. When I called the store, the person who answered did not apologize or offer a solution, but rather justified it by saying they do not have a vacuum machine. That is not an acceptable response. If the restaurant does not have the proper conditions to sell a product as it is advertised, then it should not be offered in that form.

Unfortunately, the situation repeated itself today. Once again, my meat order arrived not vacuum-sealed. I had to drive to the restaurant personally to have it replaced. I was assisted by the manager on duty, Mr. Luis, who did apologize for the inconvenience, which I appreciate. However, it is still extremely disrespectful to the customer to consistently receive something other than what was ordered.

Additionally, I ordered guava tequeños, but I was sent cheese tequeños instead. This is further evidence of a lack of attention to detail and professionalism.

A restaurant is not only defined by its products but also by its customer service. I urge you to take immediate measures to ensure these issues are corrected, so that customers receive exactly what they order, in the condition that...

It hurts me to give such a low rating for this place, but I have no other choice. I love the food here and I believe it to be one of the best Venezuelan style food places in Miami. Unfortunately, their service is not the best. There have been multiple occasions in which they make mistakes in the orders elongating the process. There was a time that the restaurant was not busy, only 3 parties dining including mine, each with 4 people at most. My party came in first and ordered our food. Then the two other parties came in after us. Both parties got their food first and my party was the one to get it last. I had to get up several times to ask what was taking so long. I also noticed that the other parties ordered the same thing that I ordered, and they received their food first. I was barely accommodated for the inconvenience and when I finally received my food it was cold. The last time I went did it for me because I received the food with a huge fly as a topping on my arepa causing me to never...

ordered the Dark Roast Beef, which clearly comes vacuum-sealed as shown in the official product presentation. However, the restaurant sent it to me hot, in a regular plastic container and spilled all over the bag. Not only did this ruin the product, but it also shows poor food handling practices.

When I called the store, the person who answered didn’t offer an apology or a solution. Instead, he justified it by saying they don’t have a vacuum machine, so they send it like that. That is not an acceptable response. If you don’t have the proper conditions to offer the product as it should be, then you simply shouldn’t sell it.

It’s very disrespectful to make decisions like that without consulting the customer. I doubt the restaurant owner is even aware this is happening. What truly sets a restaurant apart—beyond the product—is customer service, and in this case, it was seriously lacking. There needs to be more attention and professionalism in...