La Brasa Grill - Okeechobee — Restaurant in Florida

I have been a regular and loyal patron of this establishment for quite some time, primarily because the food is typically well prepared and flavorful. On several recent visits, however, I noticed the chicken was consistently dry. I chose not to make an issue of it, as the overall taste was still decent and the meals were otherwise satisfactory.

Unfortunately, during my most recent visit, I received yet another serving of noticeably dry chicken, this time to the point where I felt compelled to return to the drive-thru and request a replacement. Upon approaching the window, I explained the issue to the employee. As I was speaking, a male staff member, whom I later discovered to be the manager (Manuel from what I was told) approached the window and, without any courtesy or professionalism, abruptly stated, “Why you lie?”

I was stunned by the accusatory and completely inappropriate nature of his question. I calmly responded, “What do you mean, why do I lie? The chicken is dry.” Rather than engaging in any form of respectful dialogue or resolution, he turned and walked away with a dismissive and unprofessional demeanor.

Due to his attitude and approach, I no longer felt safe or comfortable accepting a replacement meal. I instead requested a refund, as I could not trust that my food would be handled properly. When I asked if he was the manager, he confirmed. I then asked if there was an owner or someone else I could speak to regarding the situation. He ignored my request, offered no further acknowledgment, and passed my card and receipt to another employee to complete the refund process.

To make matters worse, the refund was issued for $12.99, excluding tax, despite my total purchase being $13.90. However, the experience had already left such a bitter impression that I chose not to return and dispute the $0.90 difference. The issue was no longer about the food or the refund it was about the appalling lack of professionalism, accountability, and basic courtesy demonstrated by someone in a managerial position.

I will not be returning to a business where customer concerns are met with hostility, condescension, and outright disrespect. As a paying customer, I expect not only quality food but also a standard of service that reflects care and professionalism. This experience fell far below that standard and has made it abundantly clear that my loyalty is neither valued...

I want to share a not very positive dinner experience I had at the restaurant last night. First issue was a coupon that the manager said she can not accept. The coupon was for a free menu item with the purchase of another and a drink (up to $16 value). I have a big family, so I often order a family meal and another big meal. I’ve used this coupon many times before at this location and your other location for higher price items and they discount that $16 from the price. She kept insisting that the coupon means that I must pick another item from the menu between number 1 to number 16, but I continued insisting that “$16” is not a menu number but it is a monetary value. She refused to honor the coupon after having this used this coupon at least eight times in the last several years. This coupon came from a coupon book that we purchase every year for all the restaurants and attractions in the Palm Beach County area called “Save Around - Palm Beach County.” The other issue we had is that the main TV in the dining room was on a channel showing a very violent movie rated R. Now I know this should be a family restaurant and with that employees should use discernment in what to show on the television. I had to keep my kids having the other way and constantly told them not to turn around and look as the sound of the movie kept taking their attention to it. This is not a pleasant dining experience where I had to make my kids look the other way the whole time and couldn’t enjoy a simple meal together.

Last thing: before I wrote this review I went on their website and shared above comments hoping that they care enough about customer experience. Now that I did not hear from anyone, I’m...

I ordered three plates two number 1 and one number 2 all with plantain. The number 2 order was wrong and had corn instead I explain to the lady who took the plate of food that I have already touch it. The lady use the same silverware that touching the food to remove the chicken and add it to another box. I try to explain to the lady why don’t you just give me the plantain instead of cross contamination she reply I have gloves. Them out of nowhere the lady in the Drive-through yell out to just give him a refund screaming at me. I received Very poor customer services and was treated like I’m not a paying customer. And when I ask for the manager who was seating in the lobby they told me she on break over there very nonchalant about it as if the manager don’t care either. The manager was seating there witnessing everything and did not say anything and when I try to approach her to explain what just happen. She told me to hold on call the employee to talk to first and made me wait just to say the same thing that the lady did to me. Overall I received Extremely poor service and wish for the owners of the restaurant to contact me due to the fact that not right I should not have been treated that way. My order number was 34 date order 10/12/2022 @ 3:30pm Furthermore, they had Ran out of dark meat I was very patient polite and even offer to come inside to wait and this is the...