Palacana — Restaurant in Independence

I came to this location yesterday to order churros and a variety of snacks for my family. When I arrived home, my child’s churros were completely RAW from the inside. I called the store and explained the situation and they tried to give me excuses as to why it was a “softer consistency “ on the inside…. This is not at all the response I was expecting. When I spoke to the employee, the was rude, condescending, and was speaking to me like I was the one in the wrong. I asked to speak to a manager but she was “not there”. And I was promised a call back… the next day came around and I had still lot received a call from anyone so I took it upon myself to call back and ask to speak to the manager. Once I reached the manager Brenda, she asked if I wanted store credit or a refund… I politely asked for a refund as I don’t plan on returning to this location for any kind of food. She then read off four Incorrect card numbers and asked if that was my card. I explained that this was not the card I paid for and gave her the correct four card numbers. She said that her system kept giving her something different and so she couldn’t give me my money right away…. at this point I was getting pretty upset but I kept my composure and I asked her what the next steps were. She said she would have to call The company that they deal with in terms of receiving payment for them to launch an investigation. We left it at that however I didn’t feel comfortable with an investigation because who knows how long it would’ve taken them to give me my money back. I then called the store back explaining that I would rather have my money cash and that I would send my husband to retrieve it as I am unable to go myself at the moment and an employee answered me with an attitude, talking to me like I was stupid. I wasn’t trying to be mean but the manner in which she was speaking to me was totally incorrect and from a customer service point of view it’s completely unprofessional. She completely disregarded what I was trying to tell her and was just rude, in fact she wouldn’t even let me get a word in. When my husband arrived at the store for the refund, the manager told him well I can’t go to your house to give you your money back on your card… Once again being completely unprofessional and irrational. I’m so glad that she mentioned that because yesterday they did ask me to drive all the way back to the store to either cook my churros for me some more or give me another set of churros which I politely declined… overall I believe that this experience has been negative from the beginning. The customer service aspect of this location is not at all present. I will be contacting the Better Business Bureau as I believe that this is a health hazard because they are feeding people raw and uncooked food. What would had happened to my son if he ate the entire RAW churro? They are in denial of how bad the service is and what’s more alarming is that they are not conscious or don’t want to admit to themselves that their food is not...

Went there a couple times. Service was slow as expected for a place that’s considered “new”. The last time I went I paid for my items. Completed the transaction on the pin pad and the cashier walked away. I thought that meant everything was good, pin pad said it went through, so I took a seat to wait for my order. Less than 5 mins later the cashier tells me the transaction didn’t go through. I thought it was weird but went up and re-swiped my card (my mistake but being called out in a crowded place that my card was “declined” I didn’t even think about it), It went through and I got a receipt the second time. I go sit down and log into my banking app to see what the issue was the first time. Come to find out, I had been charged twice. When confronted, the cashier called someone and asked for a transaction screenshot. She said she wasn’t supposed to show me but she would. Sat around for another 10 mins before she showed me a spread sheet of tiny numbers of which made zero sense to me. She stated this isn’t the first time this had happened that the other customers that had this problem got their money back within a day or 2. This was a week ago and I have yet to be refunded the second transaction they took from me. If you’re going to go, I’d suggest paying in cash or not going at all. Their ice cream was good but...

Overall, I enjoy visiting this place for its wonderful ice cream and snacks. However, my recent experience with the food left much to be desired. Despite ordering a kids cheeseburger, the patty was overcooked and burnt on the outside, with the entire burger falling apart. When I approached the staff about it, they initially refused to exchange it, claiming it was normal. Only after insisting did they agree to swap it for chicken nuggets, albeit with some resistance and a delay. They didn’t bother to refund me the price difference either. The lack of accountability from the staff was disappointing, and I hope they receive better training in handling such situations in the future. Despite this incident, I value this place as a family staple and hope for improvements in customer service.

UPDATE: I received an email and phone call - spoke with Lucia, who was incredibly understanding about the incident and assured me that they're taking steps to support their staff in handling similar situations in the future. It's reassuring to see them take responsibility and strive to enhance...