Leña y Carbón — Restaurant in Passaic

If I had the option to put 0 stars, I would. What a horrible establishment. I was just here picking up an order my dad placed after over half an hour ago (which they told him would be ready in 15 minutes at the time he placed the order). As soon as I get there, I wait on line to pick up my order. As I’m waiting, I notice the atmosphere: waiters who are lost, unhappy customers (there faces said it all) and overall bad service. After waiting for a good time, with the line not moving, despite there being many employees at the counter, with multiple screens, I went straight to the counter to ask for the order. The guy I asked, checked all the bags ready at the counter and came back and told me it was not ready. How ridiculous! They told my dad it would be ready in 15, and we came to pick it up over 30 minutes later. I told them this and he said: sorry we have a lot of orders. Okay, I get that (I’ve worked in multiple restaurant settings). But why not be honest with the time then? Cause that’s what you do when you know orders will take a while because there’s a high amount. Another guy came to rectify the situation after a while (keep in mind a lot of time has passed by as I’m “waiting for my order to be ready”). He checks the tablet, and cross checks the bags again and what do you know? My order was there and ready the entire time I was there (since before I entered the establishment), getting colder by the minute as the five people at the counter were scrambling around like chickens with their heads cut loose. Honestly this place is a joke and their service is terrible; they didn’t even apologize for making me wait so long for an order that was ready. Their management needs to fix some things when it comes to handling customer pick up orders. Clearly, something isn’t working. My family and I stopped dining in at this place a while ago, because of the bad customer service, but now this? Im sorry but we’re better off. Sad because we ALWAYS order polla a la brasa from them, no one else. Looks like we’ll find another place because they really dropped the ball. I could say more about their waiters specifically, but...

My husband told the waitress to switch the piece of chicken that was raw and she gave him actitud then the other lady saw and switch the chicken to another raw piece. We went to saw the colombian soccer game and have a good time and eat with the family. By the time the waitress switch the chicken it took over 10 minutes and we were ready to go. We ask for the chicken to go and we put it in the garbage because this was raw and at this point 8 and enough of her actitud, on top of that since she know we were upset she put a good 20% gratuity on the bill. I went to the cashier and I told her since when you put the tip I'm a regular here so you know you are doing it because she gave actitud to my husband and off course her tip was not going to be the 20%. She claim was the manager which he was not there and I said to her removed or call him, off course when she knew he was going to get called she remove the tip from the bill. We left upset. Papa a la huancaina was sour and egg purple, chicken raw. The problem in this restaurants is the lack of customer service. They just want to hire brainless servers to bring costumer for the appearance but they don't have experience and ruin the service. We drive a good 25 minutes to get there and received that service. Ever since that day we never came back again. Too many times they...

I never ever write reviews but this place was so bad i had to . I’ve always order from Lena y carbon . A different location but today i tried this Passaic one since it was close to where i was. The food is usually great but this place is HORRIBLE . I placed an order with them and was told it would be ready for pick up in 20 mins . I get there 25 mins later giving them enough time to get my food ready . When i got there there was a huge line and for 10 mins this line did NOT move . Yes there was a lady at the counter, but was ignoring everyone who walked in . She was on her phone with her AIRPODS in. She wasn’t doing anything work related that would cause the line to not move . It was my turn to get my food and i was told that there was actually no more chicken whd they had to make some . After 20 mins of driving , 20+ waiting on line … i now had to wait an extra 20 mins for them to START making my food when they told me before hand that it would be ready 20 mins after the call. After waiting i got the food and the rice was HORRIBLE . I had a Chaufa and it had no coloring to it , it was sticky and moist and the taste was awful . Normally food is good but service is HORRIBLE . A good restaurant has both good food and...