Sophie's Cuban Cuisine - Lenox Hill — Restaurant in New York

I’m not someone who likes giving low stars to a business, but in this case, I think I have no choice. I also have a choice not to write this review, but I think it’s worth the business to know this. I came here once about a year and a half ago (like a couple of months into 2024), and I really enjoyed the food there. I still do and think it’s great, but frankly when I went back today for the second time, I was very disappointed with the communication with the staff.

I saw a picture of this sandwich on the menu screen that I wanted to give a go to but had questions before making a decision. I tried to ask the staff what kind of bread it was, only for her to make me repeat myself like 3 times. When I saw it wasn’t working, I even tried in Spanish even though I’m not obliged to as a customer. After several attempts and no success, the cashier saw us struggling and tried to intervene, however, I noticed she wasn’t a mother tongue in English either and struggled to understand me after a couple of times, so I simply shook my head and left.

I was pretty disappointed with the lack of communication as I believe as a non-entitled customer that every local customer deserves to feel comfortable in communication with staff in the local language especially when they wanna know what they’re ordering and the way it was handled in this situation where they didn’t even bother to bring someone else who would do a better job in communicating was where I lost respect for the place.

I’m always willing to give it another chance as I had a good experience last time I came, but something needs to be done about the communication...

Edit to reply : I pointed out her race because you needed to know who I was talking about - everyone’s wearing the same thing. And I chose the “make your own option” not any meal - so why couldn’t I choose ANY chicken and two sides ? I was nothing but respectful and polite trying to understand (to answer your confusion about my confusion) and was met with hostility and ignorance. I should have just walked out and regret my decision to purchase anything here.

Re-train your (her) staff George.

Review: Black lady unnecessarily rude. If I want two drumsticks instead of a drumstick and a breast - essentially saving YOU money- why wouldn’t you oblige?? I remained kind trying to understand what the issue was but she was condescending and avoided eye contact. The other ladies were sweet even though their English wasn’t strong / just smiles.Just like I had a feeling the chicken was undercooked. I got my $$ back no thanks to them but too much negative energy for a customer service position. I went back to purchase something and else she avoided me and went to the other side saying something slick to her co-workers. I get that in NY customer service is terrible because of the culture and the minimum wage but try...

I have been purchasing Sophie's weekly for 5 years when I worked in Broadway Nassau and portions were generous that came in a 8" Metal Pan filled to the brim with their signature green sauce. I came away utterly disappointed from this location 😤

Let me elaborate and first start off that the waitress had major attitude problems as it she dreaded her job and taking it out on us. Another major disappointment I noticed that the portions are now significantly reduced and served in a much smaller plastic container.

I ordered yellow rice, black beans with plantains as part of their 3 sides menu with selection of one entree. When the server took out the rice, it was one scoop of yellow rice and I asked if I can have more, she said "it's portioned and I cannot give more unless you choose another side for extra rice". So basically they took 2 sides out of three to give me rice that should be the amount you should at least get for the high prices.

Even to get extra green sauce...they are really stingy! We asked for 3 and she gave two with her eyes rolled.

Closing note, upon paying the bill for two...came up a ridiculous $33 for two meals and...