PINCHO — Restaurant in Florida

We were a party of 3 and arrived at Pincho Factory at about 7:45 pm on 09/25/15 and the cashier at the front took our order. We sat down and waited for our food for about 15 minutes until only one burger arrived, a pincho burger. The burger arrived cold and no one else at the table had received any of their food. Another 15 minutes pass and the second plate, a steak salad, arrives. We waited for the third plate, another pincho burger, to arrive and still nothing. I went up to the front to ask about the burger and they said they would have it out in about 3 minutes, okay fine. We waited some more and the woman that takes the plates to the table asked if we were still waiting on the burger and we said yes. She told the woman preparing the burgers that we were still waiting on a burger. So by now two people have finished their food and the third person still has no food and is still waiting on their burger! I ask the woman to just pack the burger to go and she says okay. So I wait another 10 minutes so they can finish the burger and pack it to go, but they haven't even started on it! It is the most simple burger on the menu, they should have been preparing it the moment I had notified them that there was still a missing plate. I ask the cashier in the front to get a refund on the missing burger because at this point we were frustrated and just wanted to leave. Well they took long trying to get the system to work so I could get the money back and I didn't want to keep on holding up the long line so I told them to forget about it, keep the money and keep the burger. We left Pincho Factory at about 9:00 pm. As you can see, we waited for an hour for the most simple burger on the menu, and in the end we left with no burger and no refund due to our frustration. What frustrates me the most is the lack of good customer service. They were notified 3 times about a missing burger and they did nothing. Their first priority should have been to prepare the burger and get it out of the kitchen and to the table. And after all the time we waited and after all the times I brought the issue to their attention I didn't even get one apology. The whole time they were nonchalant about it, they just did not care one bit. We usually go to Pincho Factory often, but after this horrible and frustrating experience, we will not be back. I only leave reviews when I get incredible service or horrible service and this instance it was absolutely disappointing. Please, save your time and money. There are other burger joints in Miami with excellent customer service and food, and Pincho Factory is not...

I walked in to wait in a line of three people ahead of me. I looked around to see people waiting to sit down, and those who were sitting were waiting for their food to come. I hated that there is no photos or descriptions of the food, and the cashier was polite, and asking me if I wanted bacon or egg on my sandwich. I ordered sweet potato tater tots and she asked me if I wanted a special apple butter sauce to go with the tots that I ordered with my brother. I started to think how I didn't see any prices of my order, so I wasn't sure what was going on. I said it was probably racked up to 40 dollars joking, I was dead on the price. It was extremely overpriced to have two fritanga hamburgers, two sodas, one tater tots and apple butter sauce. I paid it and moved on with finding a seat next. We stood for a bit until a couple got up and left one guy sitting at our table. I started talking to him by asking him how long he was there. He responded with 25 minutes. I decided to immediately start a timer on my phone. It took another 25 minutes for him to receive his shrimp salad and bacon cheese fries. He was a very calm man who had the patience of a saint. 26 minutes after our order was placed we had our food arriving. The guy next to us had asked if his banana fried cheese cake dessert was coming, and 20 minutes later that showed up. The food arrived and it was delicious. The meat and fried cheese had enormous​ flavor. It was not a special apple butter sauce, it was literally applesauce with brown sugar. It was way too sweet for the already way sweet enough tots. Over all I gave it a three star due to the wait time, cramped feeling, and high prices. The food did taste great even past all that and that's why they got three stars. If your in a rush or planned on doing anything that day, dont do it. The place needs a larger location...

Normally, I do not write reviews unless it is an extraordinary circumstance. I placed a to go order at 11:43 am and the app indicated that the order would be ready at 12:00 pm. At 12:15 pm, I approached the counter and inquired about the order and an employee stated that it was not ready. I told her to cancel the order. The employee relayed this to another employee, who goes by the name of "Kat" and claimed to be the general manager. Kat looked at me with a RBF and with an attitude said, "you have to give us a moment, we got a bid order and your order can take up to 30 minutes". It was actually over 30 minutes. I am a rational person. Big orders happen and food prep delays do occur. But because of her tone, disposition, and overall response, I replied, "I do not have to give you any of my time. You cancel the order or you lose a customer." She then stated that the order will be canceled and I would receive a refund within four days. They have lost me as a customer. I would normally order Pincho 3-4 times weekly. This is not an exaggeration. The employees would just ring in my order upon seeing me because I always ordered the same thing. The food is good but that "manager" should get replaced to allow Pincho to provide the service that they are known for. Overall, horrible experience. They have lost a customer. I will be going next door to Sarussi moving forward. I will not be putting my name out there with this review if I ever thought I would order from Pincho again. Rest assured, I will do my due diligence to relay this to Nedal, Nizar, or Jason (members of the...