Tosti — Restaurant in Hoboken

If I could give this 0 stars I would.

Last week I went to tosti I ordered the farmers breakfast. The "biscuits" were more of a very dry roll and the gravy was like water. I am very picky about biscuits so I thought I just ordered the wrong thing because everything in all the pictures looks so good, right?!

Today I went back. I ordered a Belgian waffle and the person I was with ordered French toast (both side items). My water had a dead gnat in it and was warm because they just have glasses of water sitting in the corner to give you when you come in. We then proceeded to wait for 30 minutes ..... for a piece of toast and a waffle. Now, I was a server for years and I understand the struggles. However, our server never came to us to let us know what was going on. The tables to both sides of us got there after us, ate, paid and left and we were still waiting. I get up to ask someone and they said they would have it right out. Great! I sat back down and waited. 50 minutes later... still no food or server. I went to the counter and told them I would like to pay for my drink and just leave. They did not allow me to do that. Instead they brought an appetizer of fries to my table..... then a man (who I assume is the manager) comes over and told me they were having issues with the waffle maker... yet multiple people around me had been getting waffles.... then our server came up to us and said the kitchen was behind... also a lie because people who came after us had gotten their food and left. Our server finally brought out the food and it was not at all hot and the waffle was so bland. I mean, when continental breakfast at a hotel has a better waffle then your restaurant you should probably just take it off the menu. this place had plenty of chances to make this right, but did not. I'm always very patient and understanding in restaurants because I know what it's like to be a server, but I was absolutely livid. We got our bill and we had been charged for every item... you would think they would at least have taken something off for our wait... wouldn't you? This place is horribly managed. This is not how you treat customers. This place will...

This review only reflects on their poor and non-existent customer service over the phone.

Never got to eat here yet but had called Saturday, 12/2 to speak to one of the managers about open job roles. The manager stated that I can stop by in person but didn’t give me her email address to send over my information.

Called several minutes later and a male employee picked up. I asked if the manager was still available and he said she wouldn’t be at the cafe until mid-week. I then asked for her email/contact information and he flat out said he didn’t have it, not even trying to help, and he said “okay” then abruptly hung up on me.

Spoke with another male server this morning, 12/3, and I reported yesterday’s incident and how that’s unacceptable for a restaurant. He said he’d speak to the manager about it and vaguely said they’ll “figure something out”. I said thank you and was also abruptly hung up on by this employee too.

This restaurant has serious issues with practicing basic customer service and especially phone etiquette in general. Their unprofessionalism, hanging up on people, and rushing them off the phone doesn’t make me want to ever eat there let alone consider working there. They won’t be getting my business and they won’t last long if...

UPDATE: The owner reached out apologizing and made it right, which was much appreciated. I've updated my stars to reflect this boost in customer service.

My husband and I have been going here since we moved to Hoboken, pre-pandemic. I'd say they have the best chicken and waffles in the square mile. And we've been ordering their Santa Fe Chicken Bowl for years.

We just ordered today and asked for the "Santa Fe Chicken Bowl". The guy on the phone repeated "Santa Fe bowl?" and my husband said "Yeah." My husband picked it up. Paid $20+tip, but when we got it home and there's no chicken. I called and the guy placed blame on us! We didn't know Chicken was an add-on but even so, we asked for chicken in the original order. On the phone he didn't clarify, "do you want chicken?" if he wasn't sure. So when he's blaming us for wanting something he claims we didn't order - that's bad customer service. I said, we paid $20 and he confirmed that's just the price for the rice, beans, and salad mix. I don't think its unreasonable to expect $20 rice bowl to include chicken. And then the fact that they were unapologetic, unaccomodating, and unreasonable has turned a loyal customer into someone who doesn't...