Empanada’s Factory Latin Fusion — Restaurant in Jacksonville

I write this review with deep disappointment, as I never imagined I’d have to publicly address the poor customer service I received today at Empanada Factory. This has nothing to do with the food — the food has always met expectations. I’ve been a loyal customer of Empanada Factory practically since the beginning, and I even know one of the owners personally. That makes this experience even more frustrating.

Today, I ordered a promotion through Uber Eats: a 2-for-1 deal on roast pork with rice and beans. When my order arrived, I only received one plate instead of two. I immediately called the restaurant to report the issue, and the person who answered — who refused to give me her name and wouldn’t transfer me to anyone else — simply told me that “their system” only showed one order.

I explained several times that I wasn’t interested in how their internal system works or how their tablet receives orders. That is not the customer’s responsibility. The fact is that I ordered a promotion clearly stating 2-for-1, and I only received one plate. I asked how they could fix this, and instead of trying to help, she kept repeating the same line — that they only received one order, so they only sent one.

I asked again to speak with someone else, a manager perhaps, and again she refused. I asked for her name, and she wouldn’t give it. She eventually hung up on me, leaving me speaking to no one.

Honestly, it’s unacceptable for a business, especially one with a loyal customer base, to offer such poor service. This isn’t about a missing plate of food — it’s about how customers are treated when things go wrong.

I hope this review serves as a wake-up call to improve customer service. I also hope no one else has to go through what I went through. These days, more and more people rely on reviews when choosing where to eat. You’d think a restaurant that’s been around this long would know just how...

I have been frequenting this yummy restaurant since it opened. The wait staff are always friendly and will take their time to explain any dish you would like to know about. The Columbian empanadas are my favorite. They come with a dipping sauce that taste like a combo of Italian Dressing and pico. I don't know the name of it but it is delicious. The fried yucca and the sauce it comes with is amazing. The yucca tastes way better than fries. It is like a crispy steak fry and the dipping sauce tastes creamy with a hint of mustard. I could have dipped everything in the sauce it was so good. I ordered the chicken champion. I really wish I had remembered to take pics. The dish is served with some white rice and chicken tenders smothered and a creamy mushroom sauce. You have to make sure you really like creamy mushroom sauce because it is a thick sauce. I love it but I also love cream of mushroom soup. I would recommend it to anybody that likes mushrooms and chicken and cream. My wife got the picadillo. It was very good but I prefer mine when I make it home with a little more of a stronger taste to the sauce. But it was very good nonetheless. The Cuban bread they had was so soft. They also have a large menu selection so even if you are not into Latin food, they have choices and options for those that want something else. The Cuban sandwich is one I've had before and it is very good as well. They have some hamburger and chicken sandwich options along with fries. Anyways if you get a chance drop by there and try them they have desserts and different types of empanadas as well. The Argentina empanadas you got to try to compare him to the Colombian empanadas. I prefer the Colombian but you got to stop by and try it to see which one you would prefer. Go check this place out I guarantee you won't be...

I was craving something a little different for brunch so we headed over to Empanada Factory. The art is colorful, it makes the place feel alive. We were quickly greeted and seated in a booth. It is a very small place and fills up quickly, there was quite a line by the time we left at 12.

I was having a hard time making decisions so we ordered too much. It is my favorite way to try a new place.

The Antojitos (pick 2 Argentinian empanadas, 2 Colombian empanadas and 6 ham croquettes) the empanadas were as many have said, perfect. The colombian's sauce was tasty! The croquettes were super crispy on the outside and soft on the inside. Everything was appropriated salted, I appreciate not needing a gallon of water after I eat.

Churrasco Steak (grilled skirt steak served with white rice & 2 sides with Argentinian Chimichurri on the side) if I had known how big the skirt steak was going to be I would have taken a picture of my husband's face. He has a hearty appetite and he took enough home for a second meal.

Cuban with tostones. To continue my endless obsession with cubans. This one was great. The pork was moist and the bread was very fresh.

Order the cafe con leche. Just do it, you can thank me later.

The experience was a very good one, our server Nadia was very sweet and made the morning without our daughter very pleasant. Next time we will bring her with us because she would love to dig into an empanada. I would say the place is very...