Umami Burger — Restaurant in Los Angeles

Umami Burger at LAX is RUDE, INCOMPETENT, and DESPICABLE!! WORST customer experience I’ve had in my 32 yr old LIFE!! Before our flight back home, my wife and I ordered 1 Chicken Sandwich and 1 Cali Burger from the cashier Lucia and paid by credit card. She gave me the electronic pager and we went to our table.

After waiting, the electronic pager went off and I went to pick up the order at the pick up counter. Lucia handed me the bag and took the electronic pager from me. I returned to my table and opened the 2 boxes and found 1 burger and 1 fries!

I returned to the counter and told Lucia that we were given the wrong order and even showed her my receipt. She then told me that I was wrong for picking up the incorrect order and for opening the boxes. I told her that she herself handed me the bag and that the electronic pager went off so I was NOT to blame. She continued to argue and put the blame on me in front of other customers and I finally just asked her "Are you going to give me my correct order?" Then she turned to a chef in the kitchen just behind her and told him in Spanish “Él robó una orden de alguien (This guy stole someone's order)”. She didn’t think I understood Spanish and when I heard her say that and use those words, I was shocked!

Then I told the chef in the kitchen in Spanish that I didn't steal anything and that I never received my chicken sandwich and that I was given someone else’s order. Then he came out and told me that I'd have to wait 15 minutes for him to make the chicken sandwich!! If I had known it would take this long, I wouldn't have ordered a chicken sandwich in the first place because we had a flight to catch! We waited 20 minutes and nobody called us to pick up our order. So my wife walked back to the counter and asked Lucia again where our order was and she says “Oh my God” and walks back to the kitchen. I then walked up to the counter and demanded that Lucia refund us our money. She said that only the manager could do that and that she would have to call him.

So she went to a room behind the kitchen and left us waiting in the front for 5 minutes. There was another chef in the kitchen and my wife told him that we didn’t have time and to hurry up but he completely ignored us both.

Finally, Lucia came back out and told us that the manager was on his way to give us a refund so we asked her how long we’d have to wait and she motioned as if he was on his way from another part of the terminal and on his way soon. So all three of us were looking across the terminal waiting for the manager for 2 minutes and then suddenly, the first chef who told me that I would have to wait 15 minutes for the chicken to cook appears dressed now in a uniform of a manager and walks out from the room behind the kitchen. I was very confused because if he was the manager the entire time, why didn’t he keep his word when to told me to my face that it would only be 15 more minutes!

He then comes up to the cashier and asks for our receipt and refunds our credit card and simply says “I’ll take care of this refund for you.” So I asked for his name (Edwin Isaias) and after he refunded our card, my wife and I rushed to our flight without any food! While getting into the plane, we checked the refund receipt and noticed that the incompetent manager (Edwin Isaias) refunded us for a different burger and ended up over refunding us by a few dollars! These people are shady, useless, rude, and despicable! Everything about them was very suspicious. It was as if they were all working in coordination to intentionally cheat customers AND Umami Burger. What a terrible way to wrap up our pleasant...

Worst experience ever. Order was backed up at least by 20. Everyone standing was frustrated. Zero communications from the workers. People stood in line wanting to place an order but the cashier said she has been told to pause/stop taking orders. When asked so how long before you’d start taking order again; no answer. When asked how backed up are you so we could determine if we should wait or not, again no answer. Every worker pretended if she didn’t make eye contact that customers would disappear regardless if they had ordered or waiting to place an order. The workers were however good at yelling at each other. Not sure where was the manager or team lead running the place. Where was the communication? Or do the right thing? Have the courage to say something. Maybe close the restaurant or at least make a decision to tell customers that their orders are coming out or there is a 30 min wait or something or anything. My number was 66 for a couple of burgers meanwhile the number called was already 80. When telling the worker where is my order and she screamed at the kitchen and asked where is 66. Then the entire kitchen I guess decided to quit on the spot and left the kitchen leaving customers watching a shitshow. I just left. Don’t care about the $40+ I just dropped. I’ve never seen a bunch of people who taken accountability of their actions. Where did you find them and how did even train them? This was at 10:30pm on 4/29. What a joke. LAX, you should fire this restaurant and get them...

If only you could give less than a star. But they were open late and that’s the only thing that gives them 1 star. First up there’s almost 0 customer service, you order through your touch screen, and then supposedly they call out your number when your ready, which wasn’t the case because the 2 people out front put the docket under the order and then just kept reaching for more orders, how about call it out loudly, everyone stood around confused and searching for their numbers. Secondly the price is ridiculous, we all know Americans in hospitality don’t get paid properly, so you’re grubby owner must be rolling in the cash, $20 usd for burger only is outrageous because the size is something even my 2 year old daughter would complain about being too small. “Manly Burger” 1 x beef Patty, cheese, a few tiny slices of bacon, some kind of sauce and a bun, what’s manly about that, where’s the fries at $26 usd = $46 AUD back in Australia, you guys are joking right ? Even the top rated burgers in our country are half the amount with fries included. And staff actually get paid liveable wages. The burger would be compared to a white castle microwaveable meal you get in an American frozen aisle in a super market. This burger actually is disrespectful to America, so many good burger joints, and end the holiday with this.

Food sucks Price is outrageous Staff weren’t enthusiastic/didn’t care/not...