Ono Hawaiian BBQ — Restaurant in Phoenix

I have been to different Ono's across the valley & only today was I disappointed w/the customer service...the lack of it. I can only hope that Michelle (I believe is what she mumbled) is Not the manager. At noon we called 5x before someone finally answered the phone on the 6th try, they took our lunch order & we arranged to pick up at 1p. At 1230p I call to add a Spam Musubi & the girl on the phone asked if the order was for Kat, I said yes, she said the order would be ready in 5 minutes. I clocked out and left early to get there & arrived at 1250. The cashier took my card, put it in the machine, said it would be ready in "a couple of minutes" & just THEN went to add to my order. She did a few things as I stood there waiting for my card then came back & handed me my card w/the receipt stamped 1255p. I went over to get some sauces ready in the little cups & while trying to put the cap on it tipped, I got Teriyaki sauce on my hands & the counter. I went back to the front leaving my phone & keys because my hands were dripping. I stood there while "Michelle" opened a box &got on her knees behind the counter in front of me & ignored me. I said, "excuse me"- "excuse me" (louder)& she finally looked at me. I asked, "where are your napkins?" she answered, "we put them in the bag", I said, "well can I have some? I've made a mess". Still on her knees she asked, "a big mess or a little?" "Well, it's on my hands & on the counter sooo..." She STILL continued unloading the box of cups &said "I'll be with you in a minute". She waited until she was done stocking the cups Then got up & handed me TWO napkins! I wiped up as best I could now that my hands started to dry with the sticky sauce on them& stood waiting for my orders that were supposed to be ready at 1235 according to the phone person...now it's 1:05pm, past the original set time.I saw what I thought was my order sitting there the whole time in a bag & asked if it were mine. The girl I spoke to on the phone was in the back helping the cook & I was left to deal w/Michelle. Again I repeated myself, "Is that order for Kat?" She then, while walking away said, "It's not ready yet." (That was obvious). "I'm asking because I need a separate bag". Instead of getting it for me she said, "You need a separate bag for sauces?" "No, I need a separate bag for my separate orders for 2 different people". She then handed me the bag &walked away, clearly ticked. They FINALLY got me my order at 1:15p! Ironically, Michelle put my order in front of me, with not only no forks OR NAPKINS in it but also the bag was dirty with what looked like Island Chicken fingerprints (red sauce prints). I asked the younger girl, "What is her name?" Instead of answering me she looked at the rude woman & the rude woman said, "Michelle, my name is Michelle -----" NOW she mumbles but I'm pretty sure she said Michelle & Icouldn't hear her last name at all. She continued mumbling, I believe saying something derogatory about me as I walked out & the other girl said "Thank you" to me & I replied. (IS there a napkin shortage or bag shortage at this restaurant?? Was Michelle in a bad mood? Having a bad day? Or is she ALWAYS like this? Do they ALWAYS use the words "couple of minutes" "ready in 5 minutes" "wait a sec" "I'll be with you in a minute" that loosely? I don't know, I hope NOT Because they don't mean it! There IS a shortage of customer service.) What I do know is-At other locations there are Islanders working, Aloha style meaning with love, w/good customer service-even great customer service. I've been to this location before but never came across any rude here until today. I've been in customer service since I was 15, food service, hospitality, front office, back office, you name it. I know good service when I experience it and was disappointed today, greatly. I clocked out early per "ready in 5 min" so the food wouldn't sit, only to waste my entire lunch & additional 15 minutes waiting and dealing with "Michelle"...You are the face of ONO and ONO is Hawaiian way/nice way, the way...

Rude front register worker name Zala. I asked for a cup of water so it would not spill in the car. She try to charge me $3.02 for a fountain drink and not just the cup. Worker became very hostile . She then proceeds to go talk to the cook loud enough to humiliate me because I asked for a cup of water and she tried to make fun of of me as a customer. At this point I was pretty pissed and I asked her to go get the manager? She told me to hold on and instead she went and grabbed her phone sat on the corner with her legs crossed over and texting. I asked her a few times and she yelled back at me hold on ,hold on. At this point I was waiting for 10 minutes for my food. I yelled loud enough so the whole restaurant can hear me to go get your manager..about 6 to 7 times & finally I told her shut up and I told the two of the cook to go grab the manager for me, she continued to argue, and it was completely pointless, when the manager came, she asked the cook where the food and the cook put the food up on the bar and it made me realize that the cook was holding on to the food. At this point I didn’t want it, they could possibly spit in it for all I know. This was the same cook that she had that conversation with to purposefully humiliate me. I’m a paying customer and I should not have to put up with this, so I asked kindly of the manager to return my money and I’ve asked for the corporate number. I went onto the corporate website and I placed my complaint and requested a callback. I informed the manager that this review will stay as long as that worker is employed. This is not the first time Zala has been rude with me. She’s done this several times. You see I’m on a special diet, so I normally just eat the chicken and I give the rest of the food to the homeless. I’ve asked several times just to charge me for the chicken, but she kept forcing me to buy the entire entrée. I spend my hard earned money at this establishment every week at many of your locations throughout the valley, and I’m sad to say that it will no longer continue. I can take my money and my business somewhere else where it is...

If I could give zero stars I would! The woman at the front desk is incredibly rude and has absolutely no customer service etiquette. My nephew graduated from ASU so we had family from all over in town (Hawaii, Washington State, Maryland, Nevada & some local to Arizona) so we threw a graduation party Tuesday May 10, 2022. My sister called Monday to place a catering order and the woman over the phone explained that with big catering orders she would need to pay for half as a deposit. My sister said no problem she will pay in full. The woman explained that the card was declined which was a mistake so we used another card and again she said it was declined. We tried to problem solve and she told us to come in at 11am when they open. We go in at 11am when they opened a different cashier/hostess was there. We payed with no problems and said we would be back at 4:30pm to pick up the catering for the party. Flash forward: 4:30pm we come to pick up the order and the woman who assisted us over the phone was cashier/hostess now. She was even more unpleasant and rude in person. We explain we are there to pick up an order and she said there is no order for that name. We show her the receipt and then she still continues to yell at us that the order is not there and there are 5 orders ahead of us. This was upsetting as we placed our order the day before and payed for it at 11am but to top it off with her nasty attitude was just horrible. We needed the food as we we’re now on a time crunch and we can hear the cooks in the back hustling to prepare our CATERING Order that was supposed to feed 160-200 people!!! After all was said and done we received the food at 5:30pm and over half the tray was cabbage, the food did not even feed 30 people. This was the worst catering experience ever, very unorganized and rude. This place used to be amazing it’s just disgraceful how...