Lucky Boy Drive-In at Walnut — Restaurant in Pasadena

We have been coming here for nearly 30 years. Never had a problem, the food is good and so is the service. Usually. I went in there on 9-14-24 to pick up a telephone order. I paid and got the food & drinks, no problem. However, when I was walking towards the exit, I slipped on a piece of ice, fell on my coxyx and spilled all the drinks (4- 2 sodas, 2 Shakes). Pretty much everyone saw it; an older dude (I'm 61) wiping out. So 2 employees, older gents, came over. One got me a couple refill cups for the sodas, the other started cleaning the mess. They were nice. Then I go over to the pick up area, right in front of the plexiglass to wait for the 2 shakes. And I wait. First, I waited 5 minutes. I am kind of in a hurry because the food is for my son's birthday, but I just wait patiently at the pick up window. There are 2 women, one a Senora, the other a Senorita. The Senora was over where they make the shakes, I figure she is making my shakes. Another 10 minutes go by. Still no shakes and I haven't said a peep. But I SHOULD have, because no one was making my shakes. Just shakes for the other customers coming in. And I'm just standing there with my thumb up my _ss. Finally, the Senorita at the register looks at me and says, "do you need something?" Jesus H, yes!!! I want my shakes! 15 minutes, just waiting there, not to mention the time I had to wait for the food & drinks originally. So I have been there 30 minutes and no one seemed too concerned to bother with me. After all, I slipped on their floor, on a piece of ice that should not have been left, on their floor. Why should they care? Now this is the problem today. Customer Service, or lack of it actually. If I was working there, number one, I would have made sure the customer was ok. The only person who did this was a customer (& thank you for that!)! Second, I would have quickly made the 2 shakes, maybe even ask if I wanted the order redone. Because by this time, I've been there 30 minutes. Food does not stay hot for long. Instead, they ignore me and then when the younger gal asks "do you need anything else," & "how are we supposed to know,?"I kind of lost my cool for a minute. I said a couple things I shouldn't have (after all, this is a family restaurant), but then again, in my 61 years, I have seen customer service go the way of the dinosaur. Extinct. So I tell them I want my money back. And the Senora, somewhat begrudgingly, gives me a refund. No apologies about leaving ice on the floor for customers to skip, slide & toss food and drinks about. No apologies about waiting 15 minutes for 2 shakes. Then the Senora says before giving me my refund, "do you still want the shakes?" She was going to charge me for the 2 shakes! I said I have been waiting bleeping 30 minutes because of THEM, and not only am I going to take my money, but the cold food as well! What are they going to do- resell it or throw it away. At this point, I can't go home empty-handed. So I left with the refund and cold food and I'm still fuming about this as of noon the next day. Hence, the long _ss review. Now there is one guy who works there, I don't know his name but he knows our family and what we order. He's really nice, and if HE had been there, I am sure nothing would have happened. He might be the manager, been there a long time. But I don't intend on going back here anytime soon. They are extremely lucky I didn't get seriously hurt. Anyway the 2 women who work in the front need to get some extra training on customer service. I also asked to speak to a manager, they said there wasn't one there, so I don't know who is running the show over there. 30 years of loyalty. That's how they treat old customers...

I visited Lucky Boys in Pasadena on 5/23/24 between 11:30 am and 12:30 pm, hoping to pick up a simple grilled chicken salad. Unfortunately, my experience was far from simple and extremely disappointing.

I had called ahead to place a pick-up order to save time. The whole point of ordering ahead is to avoid the wait, yet this was not the case.

When I arrived at the restaurant, I approached Elizabeth, who was expediting food orders. When I walked up to her to her to give her my name. She rudely interrupted me, telling me to wait in line despite my trying to explain that I had called ahead. Her dismissive attitude was frustrating, especially since I was on a short lunch break and had driven to pick up my food.

After waiting in line for about 10 minutes, I was told my order wasn't ready because it had never been entered into their system. Despite this inconvenience, I placed my order again with another staff member. I then had to wait an additional 15 minutes for a simple salad.

During my wait, I witnessed Elizabeth mishandle several other orders, including giving customers the wrong food, repackaging opened food, and using paper bags that had fallen on the floor. This lack of hygiene and organization was shocking and unacceptable.

Overall, my experience at Lucky Boys was terrible. The service was unprofessional, the staff were rude(Elizabeth), and the cleanliness was questionable. I will not be returning and am surprised they consider themselves a Pasadena landmark. I hope the owner becomes aware of these issues and takes...

The food is very Tasty and flavorful However the Customer Service is very Unfriendly, unwelcoming, Inhospitable, and Undesirable. Mainly in regards to this Lady who never even said "Hello" lol she just nodded oddly as tho to say "what do U want" haha so weird behavior. Never said "thank you" neither. Just rude. And I couldve even forgiven this easily if not for the Messy, sticky, overflowing, and sloppy way She gave me my drink. The whole cup was wet and drenched with juice. Not to mention the straw was also soaked. It was so gross. I dont understand how U guys can treat ur paying Customers this way. I was very nice to her. I mean Do you want to attract Clients or do U want to turn us of? Which is it? And mind you Im already a very friendly personality. I also wanted to ask for Pepperoncini but She was ignoring me so badly lol so Finally some elderly Gentleman was kind enough to Help me and asked" Did you need something" "Yes please I said may I have..." I was so touched by this gesture that I gave him 5 dollars as tip on the spot. Bottomline: if You guys can just be a little bit nice then you would get generosity and kindness right back. And it will make your business more fruitful. If not youre liable to fail. Kindly please put only kind people in the front as Cashiers who are grateful to be there, who are enthusiastic to serve, who are proud of their Job. Not someone whos unkind and mean spirited. Food is sacred you know. Have respect. Thank you so much. Regardless of this I...