Lobster-Guys — Restaurant in Los Angeles

My complaint via Yelp: We ordered from here for my Mother's day celebration meal. My kids were left waiting at the curbside for 20 minutes with no one answering the phone. They went in and are met with a long queue of people being told the same thing which is that they had run out of bread and could not fulfill the orders but their system was still taking orders. So not only did we not get our food, we wasted time and gas to drive there to collect only to be disappointed. I asked to speak to the manager (Herman) on my daughter's phone since she was collecting the order and someone called John decided his response was not going to be to apologize. Instead, he wanted me to be okay with the fact that I was "not the only one" as if that makes up for it. If anything, it makes us feel bad for all the other people who were similarly failed. He basically didn't want to hear and abandoned the call midway through our conversation and there my daughter's phone back at me. Oh, and he also said he didn't know how to process refunds made through the online order system (note: I ordered directly on their website and not through a third party app). Epic fail. We won't ever visit here with the rudeness and the shocking "couldn't care less attitude". Finally, as someone who has worked in the service industry, I know how this goes. I'm one of the small percentage of people who goes out of my way to routinely fill out compliments for excellent service and it takes a lot for me to feel compelled to write on Yelp with one star reviews but this place and this incident earned that. As my daughter said, "It's one thing to screw up like that but then to be so rude is another entirely egregious...

This place is awesome. The location seems a little weird at first glance, being in the corner of an office building, but you can't say anything bad about the food or service.

The food is delicious, the portions are generous, and the price is more than fair. You can't go wrong with either the Maine or Connecticut style rolls, and they even come with a side of arugula salad and chips and salsa. The lobster is fresh and the seasoning is just right where it enhances but doesn't overpower the taste of the lobster. The rolls were nice and toasted, giving you an airy interior paired with a slight crust on the outside for great textural contrast. Unlike some other restaurants in the LA area, Lobster Guys doesn't skimp on the lobster.

Make sure to get the fries too, which are made perfectly with a crisp and flavorful outside but fluffy and soft inside.

If you have room for dessert, get their cheesecake. It's served more like a parfait in a cup with alternating layers of cheesecake, crust, and fruit, but it is not dense, heavy, or overly sweet. The dairy and slight tang of the cheesecake makes for a great contrast to the rich seafood as the closer to your meal.

Service was top notch and attentive. We got our food quickly and we were constantly checked on to make sure our experience was enjoyable.

Lobster rolls (and lobster in general) of course isn't an everyday meal because of the price, but if you are looking for the occasional treat, you can't go wrong with...

On the East Coast, a lobster roll is known to be both delicious and filling, so I was looking forward to a nostalgic, tasty meal. The Lobster Guys didn't come close to that desired experience. The roll was less than 6" and had less lobster than expected, especially for the price. The roll itself was just ok, the lobster flavor was meh.

No one welcomed us as we stood at the counter, we ended up asking a customer if they worked there because they were the only ones who seemed to acknowledge our presence. They said to stand at the counter and say what we wanted until someone came to talk to us. We did that and a guy in back looked at us, but didn't say anything. We asked if he could take our order or if someone else would be taking it, he said he got it and asked if we wanted anything else. I wish we had walked out then, he seemed annoyed that we were interrupting his standing around time.

With no other orders, he took his sweet time, no explanation, no thanks for waiting, he put up the order and stared at us.

It was a weird customer service experience with underwhelming food. We won't...