Zippy's Waiau — Restaurant in Oʻahu

FYi: DONT ORDER AHEAD VIA ONLINE ORDERING AT THIS LOCATION, YOU ARE NOT GUARANTEED YOUR ORDER AT THE TIME OF PICK UP!!! THEY PROCESS ORDERS 15 MINS PRIOR TO PICK UP TIME SO IF THEY RAN OUT OF YOUR MENU ITEM THEN YOU ARE OUT OF LUCK SO NO SENSE ORDER AHEAD.

Then, why does Zippys offer to schedule your order ahead if they do not guarantee that it will be available at pick up??? There is NO disclaimer about when they process order for a future time - but good customer services dictates that the order should be processed at the time of the original order and held for the customer to be picked up at their desired time.

I called my order in at 5pm to be picked up at 8pm. I receive a call at 7:45pm that “they ran out of food and thus, failed to process the order”. They told me that they ran out 1/2 hr ago (7:15pm). The order should have been processed at the time the order was placed at 5pm. Followed up with a complaint to the Manager, Josie, that they have had this problem in the past that orders are not processed at the time of the order, that it is processed 15 mins prior to your pick up time; and the customer is left with no food if they run out of that particular menu items. THIS IS UNACCEPTABLE AND DOES NOT DEMONSTRATE EXCELLENT CUSTOMER SERVICE. This is why I am a regular loyal customer of the Pearl City Zippys location and frequent there at least 2-3 times per week. I had never had this happen at the Pearl...

I have been a longtime supporter of Zippy's, but my online ordering experience was horrible on Memorial Day weekend. I placed an order through the Zippy's app, for pickup at 7:30 AM. We ended up getting to Zippy's Waiau around 7:40 AM, and I proceeded to retrieve my order. The Zippy's staff scrambled to locate it and seemed to find the sticker for the order but then told me it did not get prepared. They blamed the online system, but that was confusing since they seemed to have the sticker listing the items printed out. They told me that they just started to prepare it. I had to wait an additional 10-15 minutes for an order that should have been ready when I got there. They didn't offer me a drink or discount for my time, which did not make me feel like a valued customer. I filled out a survey for my negative mobile order experience and got a canned response back the next day apologizing, but they didn't even include my name in the response. The email said that their managers would review my comments, but I have yet to hear from them. Thanks for the memories Zippy's, your service has gone downhill, and I will be taking my business elsewhere. ...

Dear Zippy’s Management,

I would like to file a formal complaint regarding the poor service I experienced at your Waiau location today.

My party and I arrived around 2:00 PM and checked in using the QR code. We sat on the other side of the wall from the waiting area because another party was seated in front. When that party was called, we continued waiting but no one checked the waiting area or noticed us. Eventually, I moved chairs from the side to the front, and only then did a server notice us. The server seemed surprised and said, “Oh! Were you guys always there?”

We were finally seated at 2:17 PM by a male server with a bun, who never returned to take our order or check on us. A female server with curly hair also saw us sitting there but made no effort to assist or acknowledge our table. By 2:30 PM, we decided to leave due to being completely ignored.

This was an extremely disappointing experience and showed a clear lack of attentiveness and professionalism. Please ensure both employees are retrained on awareness, communication, and proper customer service, so future guests do not have the same experience.

Thank you for your time and attention to...