PINCHO — Restaurant in Hialeah

Today Sept.13, 2016, my husband and I went to Pincho Factory in Hialeah. This time we were able to go right in as it was not as packed as it usually is. And now we know the reason, as it was our first time there. To start off the guy taking our order was very nice and friendly, I wish I would have taken his name. He patiently waited for us to make up our minds. Before, he explained every little detail he thought we should know. All of the employees present at the front desk greeted us as we walked in, something you don't see often but that makes customers feel right at home anytime. The food was out of this world. We got two pincho burgers. And the service continued to be excelent from the server that brought out our food to Sasha a girl in store training to be the manager at the Brickell location. We were able to see right away the reason why she fits this position. She went out of her way to answer every question we had for her. And she recommended a few dishes for our future visits. She even brought us a menu and gave us the info for the catering service that we requested. She was the nicest, friendliest and more attentive girl we have ever came across in a restaurant setting. Kudos to her. And not only with us, also with the people around us that also requested her service. Even when noone asked for it, she still came around to check up on the customers. Overall, it was an amazing experience, one we want to repeat as we plan to visit more often. We cant wait to use their catering services for our next celebration. And for sure, we will be ordering take out as well. Keep up the excellent job, the excellent service, this to the customers is extremely pleasing and for you guys it is certain...

The wait was 30 minutes, while I kept waiting people after me kept coming in picking up their orders or eating their meal. The 1st time I asked about the status I was told it wasn't ready. The second time I explained that I had been waiting a long time after everyone else after me werent, I told the guy what I ordered and he proceeded to find my plate which he said had been done a while but since he couldn't find the ticket for my meal he "bumped" my order. I asked him if I could get a discount for the long wait he said he wasn't authorized to do so...A woman which I believe was the manager heard and came over and I asked her if I could get a discount or something for the long wait she immediately asked if I wanted a Free Guava Pie I said yes, she apologized and shook my hand and I thanked her for the great customer servicesge gave me. She was upset with the other staff and proceeded to tell them to never let a customer wait and get them upset and to offer them something so they could leave satisfied. I agree with her. There was no reason that I had to wait that long, if he would've asked the people in the restaurant if anyone had order the steak dinner he would have found out who it belonged to and there wouldn't have been a problem. The food wasn't that warm I guess they just micrwaived it but at this point I was not about to wait again. The steak was delicious, the fries were good, beans were very good, the rice wasn't good it was badly made it was clumpy they need to lean to cook rice. The guava pie...

Everyone here is nice and they’ve only forgotten my items ONCE after eating/ordering here dozens of times. BUT. Their app sucks. I literally haven’t gone back in months because of it. About a year or two ago, it auto added 15-20% tip with no option to modify the tip (I like tipping in cash)…well, that got resolved after a few months. Recently a few months ago I saw I had rewards and decided to make an order the next day. When I log in, I have no rewards. So I make a complaint on the app. The customer service was atrocious, they said it was an error but didn’t say sorry about that they instead said yeah it was a mistake you don’t have anything. The minimum is a sorry for YOUR mistake. I had to ask for one. They took days to get back to me before doing so and only after I said I’d contact the BBB, then I asked for management and never got a reply. Maybe it’s pride. Maybe it’s ego. I genuinely used to love eating pincho but I won’t go where I’m disrespected, particularly since I usually ordered pickup or delivery and I mainly would deal with the app. If they change the app maybe I’ll go back, until then my money and my family, friends etc. (all who suggest pincho) will not be eating there. My mom suggested it today and we’re getting fritas instead. I just can’t do it. Maybe I’ll eat there in person one day, maybe, because it’s really the app...