Ono Hawaiian BBQ — Restaurant in Gilbert

So just 10 I left a fabulous review 10 months ago (screenshot) unfortunately now I’m updating my review because of the service I just received after waiting in line 20 minutes. I let the drive-through attendant know that I came here a few days ago and they gave me the wrong order. I called and because it was late, I couldn’t return the food to get my correct order and the manager on duty said no problem. I could come anytime in the week and they would remake my order which was just two combos. So after waiting 20 minutes in a drive-through line, I informed the worker that I spoke with the manager who took my name and said I can come back anytime this week a few days ago. She said there wasn’t a manager on duty so she would have to call her general manager or a manager. I said no problem. I’d like to add to the order. I persisted to order another 40 bucks worth of food outside of the two combos that were that were not given to me correctly last week and pulled up to the drive-through window. She let me know that she spoke with her manager, and the manager said sorry they aren’t going to honor their mistake.

Sadly for this business,I came here a few times a month with my family, atleast I would say I was a loyal customer who spent $100-200 per month here.am actually so disappointed in how I was just treated while I had my child in the car even after ordering an additional $40 worth of food like I was the one at fault.

I asked to speak with the manager before leaving this review, I know people make mistakes and in an effort to resolve this outside of a bank dispute I was willing to share my experience directly with the manager myself.

So nothing was resolved I was given the wrong order and the business flat didn’t care.

I will not eat eat here again, and I will recommend everyone else either go to the other Hawaiian place by Santan or go around the corner to Filiberto‘s.

Two points: I wasn’t given a receipt, but I called within 15 minutes of leaving the drive thru when I was given the wrong order, the manager was aware of that and said come back anytime within the week.

I offered my bank screenshot and was told it wasn’t needed.

The worst customer service I’ve experienced...

On 12/8/24 I arrived at the drive thru at 6:00pm and did not even order until around 6:30pm. I did not receive my food until 7:30pm. I could not leave any point because there were people behind me and there was no other way to leave the line without risk of damaging my car. At one point I turned my car off and went to the window to see what was going on. I talked to an employee and he explained the situation to me. For the record, this employee was extremely personable and was honestly the only positive aspect of my experience that night. He explained that there were only two workers in the kitchen and only two workers in the front. Now this is already understaffed, especially for a weekend dinner rush, but according to the employee I spoke to, the kitchen employees could only speak Spanish and the two front workers could only speak English (albeit the employee I spoke to said they could speak only a little Spanish). The employee I spoke to explained that normally the general manager, who is bilingual, will translate and act as a middle man for the kitchen and the front. Clearly, the general manager was not present. In any case, this is a MASSIVE oversight. Absolutely nothing wrong with hiring people that can only speak Spanish, that is not at all what I am saying. What I am saying, is there needs to be greater structure in the store internally. On top of having to wait an hour and a half for my order for one, I still ended up paying for the entire order, minus the drink the employee was kind enough to get me for free. This is frankly unacceptable. The employee said he could not give me a discount without getting in some sort of trouble. This is absolutely absurd. The fact that I waited an hour and a half and still had to pay for my food was completely unfair. I am really not normally one to write a complaint or a review, but this is objectively the single worst experience I have ever had at this restaurant and almost the worst experience I’ve had at a restaurant in general. The food is fantastic but this experience...

Ono Hawaiian BBQ was in my to do list & finally made it to Check it out. The one on Val Vista is small, with limited seating, but no issues dining in.

I ordered the #1 (Chicken Breast dish) and the Khalbi Beef Ribs at the register & within minutes it was ready.

They did not serve the food on plates nor have silverware, just Styrofoam (to go boxes) & Plastic Utensils. Kind of worked with the island theme. Also, perfect for any food to take home - which I did.

The chicken dish was outstanding, I can't praise it enough. The sauce was excellent & the chicken breasts were juicy. It is served with white rice, some salad stuff, and a macaroni salad. The dish had 4 or 5 pieces of chicken breasts, a hat I would say was a big portion.

The Khalbi Beef Ribs (pretty sure of its name) was pretty good as well. There were 4 pieces of Khalbi Beef Ribs in this dish. Also came with white rice on a salad with ma aroni salad. I think if they cooked it to a juicy temp rather than slightly over cooked, it would've been better, but that's just me. Overall, flavor of the beef ribs was good & still enjoyed it.

The place was clean, the staff very nice.

I will eventually eat there again when I am out & about and want to enjoy a good lunch, plus I want to try some other dishes there now that I was very satisfied with my...