Jibarito Time Inc, Chicago Style Plantain Sandwiches — Restaurant in Maine Township

I used to love this place despite their prices because I always try to support small businesses. However, as of late, the quality of both the food and customer service has been declining.

Today, I called to place an order for pickup. The gentleman who answered the phone was polite but asked me to hold for a minute. Instead of putting me on hold, he set the phone down, and I ended up sitting in my car for eight minutes listening to him have a conversation with someone else on another phone. They were talking about an upcoming football game. After those eight minutes, I hung up.

I called back later, and a lady answered this time. She took my order—a steak jibarrito sandwich, two ground beef pastelillos, and a Malta India. She gave me the total and said my order would be ready in 20 minutes.

When I showed up on time, the lady greeted me and confirmed my order. She then went into the kitchen and came back to inform me that they had run out of ground beef pastelillos. This should have been communicated when I placed my order. The owner of the business was there, being loud and somewhat rude. He apologized and showed me the pastelillo menu. I decided to get two steak pastelillos instead.

I paid for my food, and the owner asked if I wanted mayo ketchup for the pastelillos. I said yes, only for them to tell me—after I had already paid—that mayo ketchup was an additional $1.25. It was really irritating to find out about the extra charge after the fact, but at that point, I just wanted to get out of there with my food.

I paid the extra and waited another eight minutes. While waiting, the owner came back out and made a joke, asking if I minded if he took a bite of my pastelillos for "quality assurance." I was already irritated and just stared at him.

When I finally got my food and went home, I was even more disappointed. The pastelillos were burned, and the jibarrito wasn’t as good as it used to be—the steak was sloppy and poorly made. The only things I enjoyed were the rice and the Malta India.

I hate leaving bad reviews, but paying $30 for a meal that should really cost about $15 was extremely disappointing. I don’t know if I’ll ever come back, and that’s sad because I used to...

Brillo pad wires on my mofongo. Enough said. I asked for a refund and the cashier went out of her way to explain that since there was nothing wrong with my soda and chips I wouldn't get a refund on those items. Lol. She got very defensive and was clearly bothered, as was the cook, that I complained about the issue. No apologies given. It was as if I just needed to get over it. I've lived in Des Plaines for a long time and this particular location has been a number of restaurants and shops. Nothing ever lasts there. I was very excited about going there and even told the cashier that it was my first time there. That clearly didn't matter. It's their way or the highway and that's not how service works. The cook and cashier both need a crash course on service standards and hot to run a business. All this jazz on a cheap, disposable plate.

• The young innocent cashier* Did NOT apologize, sir. Instead, like you are doing, she got defensive when I asked for my money back. Neither of themtried to make it right. I did not ask to keep my food. I wanted to keep it at the counter to show the cook what was in it.....not to keep it and take it home....that would be dumb. I NEVER asked for a refund on my soda and chips. Never. Then the cook was another deal. And you think it's funny by saying that "at least it was clean"???? Is this a joke to you??? Get a clue and the next time someone returns a plate the right thing to do is APOLOGIZE and try to make it right instead of getting defensive and confrontational with someone who is PAYING YOU TO COOK WITHOUT GETTING SICK. It's not a difficult concept. Yes, I cursed you out because of you how the cook and the "innocent young lady" handled the situation making me feel I was the one doing something I shouldn't be. Don't bully the people that PAY to eat at your place. That's not the way to handle...

Not many good cuban food places in the area so I was super excited to discover a jibarito place somewhat close to me. I ordered by phone, was given a 10 minute waiting time and made it to the restaurant past the time given. But still had to wait almost another 10 minutes. While waiting I noticed there wasn't a single table clean and there were a few emtpy but not a deal breaker for me.

Finally received my order, headed home with anticipation and lost of hunger. But to my surprise only one sandwich was packaged so I called to report the issue. I explained what happened and was asked to return for the second sandwich. Given that I don't live around the corner I explained this and requested a refund for the missing sandwich. Unfortunately the cook would not agree and insisted on an I.O.U. At this point I said nevermind, keep the money I just won't be returning.

Still excited about the sandwich we did get and the garlic smell had my mouth watering uncomfortably I couldn't wait to take a bite. Opened the container and was a bit disappointed how messy it appeared, nothing like what I've had at other Puerto Rican establishments. Nonetheless, i gave half the jabarito to my son and ketp the other half for myself. But oh my god, that garlic smell still had me going so I took a huge bite and to my surprise it tasted blan. How???? Sad to say, even the empanadas weren't far behind. Unfortunately the only thing good on that jabarito was the garlic spread.

Now I'm one that's always up for giving second chances to everyone. But with the missing sandwich and the unexpected blan taste that's already much for me to ever want to return. This place has potential. I'm just not sure they will make the needed changes to please the customer. I truley...