Hanz Diner — Restaurant in Houston

I'm not sure what happened to the QUALITY OF FOOD. I keep coming back in hope that the food would turn out the way it was when it originally opened. It seems like it started going downhill when they were staying open till the evening. The service has been a hit or miss. The past few visits I've been in with family I've had to have my food remade because either the food was over cooked or under cooked. This time my fries were undercooked and didn't receive them until I complained that I was almost done with my meal. Another waitress came to the table saying that they were busy and has other customers to serve and they would be coming as soon as they can. I then spoke with the manager, Arely Anderson, because I couldn't understand why I would have to wait for others to be served before I can receive food that should have been served WITH my meal! I have to say I was very disappointed in how she handled the situation. I was told she would take off the cost of the fries only if I didn't get the fries! Apparently she said "they" told her I complain every time I come in, which is partially true because MY MEAL WAS NOT PROPERLY COOKED! BUT I have NEVER asked for a refund or discount on ANYTHING...until today. I used to come in 1-2 times a week in the past, but started stretching out months at a time because of the inconsistency of food and service. I will not be returning here nor recommending them to anyone again. I didn't even get one apology on the wait or mishap! Having a good manager who knows how to handle a situation properly makes a huge difference so I felt the need to explain to her how inappropriate she was, but still leaving a tip for the waitress. She then had the audacity to tell me it didn't matter to her what I left the waitress and that she prays to God that I never come their again! WOW!!! No worries there because I also noticed upon leaving that the cook DIDN'T EVEN WEAR A FACE MASK WHILE COOKING/PREPARING MEALS at a time like this pandemic! Hanz review HEALTH SCORE shows having a 56 out of 100...which sounds about right! SO DISAPPOINTED because it used to be one our favorite...

I have never been treated with such disgust from upper management, let’s start there.

When I ordered my food and my children’s food, most of it came out in a very timely manner. The waitress (Monica, pleasant young lady who took great care of me and my children) explained that it will be a minute before the waffles come out because they weren’t done. We ordered chicken and French toast with fish fillet and waffles. Food was great, hot chocolate amazing, staff super friendly.

We ate our food and were ready to go and the waffles still did not come out, so I asked the waitress if she can comp the bill since I was ready to go. Add

In the front of the restaurant it says once you have ordered your food and it is being cooked there are no changes. Mind you, either the food wasn’t cooked or it never made it to my table. She tells her manager and the waitress comes back to say “she will charge you more for the fish filet than for the fish and the waffles”. So I said “bring SHE out here”. The manager gets on the defense, doesn’t ask me what exactly happened. She jumps straight to it and expressed that the two fish filet cost 14.00$ and that the employee messed up so she will either have to pay for the meal or I can get .45 off the meal for the waffles.

I explained to her it’s not the employees fault that the food was not done when she brought out our meals and that when it got done that mistakes do happen. The waitresses don’t get paid enough so I told her just bring out my waffles, to go plates and a check. I received the waffles in seconds but no check or to go plate.

The food was decent, customer service from many of the employees was welcoming and warming. But the manager is really rude and uptight, it’s enough rudeness to never want to go back. This is in a predominantly black/brown neighborhood and the Mexican manager isn’t treating people kindly. Review all of the poor reviews and you will see that she is not likeable. I pray for her children and grand children if this is the disrespect...

Hi I am an 11 year old girl who came to this restaurant with my mom and little sister. I’m going to jump right into the worst customer service we ever got! We order our food the food is OK then we realized my waffles didn’t get here. So my mom asked the waiter about my waffles and she says, “the waffles are not done yet, I’ll bring them out shortly.” And I’m like how does chicken, fish, French toast, and Fries get here before waffles! So it takes another 30 minutes until my mom asks for the manager. So the manager comes with an attitude and jumped right into the problem without a greeting! My mom keeps cutting her off explaining the problem while the manager is cutting her off midsentence! The manager then explain how we can either get $.45 taken off or the waiter will have to cover my full meal! Then my mom starts to get frustrated with the problem because we both don’t understand why the waiter have to pay for my meal. My mom explained to me that they need to be paying for our bill and that this madness is uncalled for. So we leave paying our full bill! My mom didn’t want to let our waiter pay so we took the full bill. On top of that there’s a sign that says “ you cannot change your order was placed.” I think. But the manager made it seem like my mom was trying to change her order, which she was not! Also my little sister‘s water cup had a small hole causing a puddle of water on our table. We go home and look at the reviews and what we experienced happened to other people to. This may have gone back 5+ years. People I do not recommend this place because of the poor customer service. Enjoy the rest...