MofonGo Restaurant — Restaurant in New Britain

I've been going to Mofongo for quite some time. The food and service has always been great. I've had multiple encounters and great conversations with the owner. The past 3 times I've gone, it's been the complete opposite of good. The first time my order was wrong, the food was a little off. The meat was a little dry, and the rice wasn't what I was used to. But everyone has an off day. The second time, my food wasn't what I ordered. I paid for extra add-ons and wasn't given any, yet I was charged for it. Actually, all 3 meals were incorrect. The mofongos were a bit tough to swallow, even though the meat around it was good this time. But yesterday (7/03/20) probably solidified my decision to not return here anymore. I put in an online order and showed up the time I was given and my food wasnt ready, which was fine. So I waited, and waited, and kept waiting. While waiting for my food. I noticed 3 workers not wearing their makes properly. Wearing them on their chins rather than over their faces, how they're supposed to be worn. 2 workers came from the kitchen and another was up front working with customers. I kept watching and noticed nothing being added to my bag for 20 mins so I asked the status and was ignored. So I kept waiting and listened to the next shift come and complain about how they should've called out and dont get paid enough to deal with the workload they had. After another 15 mins of waiting I asked my status and was ignored once again. So I let it slide once again and continued to watch the same things going on. Then a young woman who was recently let go walks into the kitchen with no mask or anything for about 10 mins. I got tired of waiting so I asked about my food once again. Finally, someone helped me and noticed all my food has been ready to go for over 25 minutes!!! After waiting a total of 45 minutes for food that was ordered well over an hour before, I was fed up, plain and simple. I put a complaint on their Facebook page and it was liked, then deleted. I put another complaint and it was deleted again. They dont seem to be willing to resolve this issue. So after sharing my story, many people who were there, and personal friends of mine will no longer be going to...

I wouldn’t give them any starts if I could. I have to say most of their staff was nice. I put my order in a jibarito burger no avocado with yuca fries and a kids burger meal. Anyways 30 minutes later still no food we came in with a party of 9 people everyone else received their food but mine. Meanwhile my 5 year old needed to use the bathroom and the door was locked apparently only the manager has the key when they asked him he was rude and said he was busy 15 minutes later I said loud enough she might pee on your floor and that’s when another staff member took noticed and opened the bathroom for us. Well now we’ve been there a total of roughly 45 minutes my whole party finished eating and still no food 10 minutes later my food comes out by this time I’m upset, the rest of the party shared food with my baby so I told them to put it to go. The gentleman that handed me the food was very polite and apologized for the wait. Anyways I get home (I live an hour away) open the bag and my order was all wrong, burger had avocados on it( no worries my allergies are more of a digestive sort so just pulled them out) and they gave me fries instead of the yuca fries. I’m still trying to make the best of it even though all of the fries went directly to the garbage so I tried the jibarito burger and boom there was no flavor to it. It was an all around bad and expensive experience. I will never return not even because of the wait or because of the rude manager but if you were raised by a wonderful Puertorican mother like I was you realize real quick the food is not good at all and it’s too expensive. I can cook every item on their menu and I put my hands over fire it will taste 100% better. It’s very disappointing that this is the food representing our people. I have no clue how they have so many stars on their ratings cuz Boricuas don’t play with their food and this food is...

I first want to say, that I understand the difficult times we're in and I'm posting this in order that your order system, customer service may be improved. I ordered the Overload. Comes with several things, one of them being shrimp. I ordered it because of that and it was $17.98 for the bowl. I called the order in and when my fiance went to pick up the order, he was told that they did not have the shrimp and so decided to substitute it with popcorn chicken..... 1st thing, I should've been told from the start that there was no shrimp. 2nd) You shouldn't just make substitute decisions for your paying customers. Popcorn chicken for shrimp? Really?

Update: I really liked this place when it first opened, so I gave it a couple more chances after this post. The next time, they were out of the salad and just replaced it with more of the small empanadas which my kids don’t really like. My issue is that if you’re out of something, out of courtesy, just tell your clients so they can make a choice. Today I again gave it another try, but this’ll be the last time. This time, I ordered the overload again and they forgot all the toppings and the seeet plantains I ordered. I increased from 2 to 3 stars because the food was back to better quality, but it’s just too annoying to get home and not get the food how I ordered. When they get things right, it’s def a 4 star place to eat, but I’d rather dine somewhere that’s consistent with the food...