Lola's Eatery — Restaurant in Pittsburgh

I would like to share this as a response to Lolas regarding my husbands review and our experience.

First of all, thank you for putting your awful customer service skills on display. You have validated everything said in my husband’s review.

If you’ve ever had a bank account, you’d realize that pending charges still make those funds inaccessible. We had to cancel our wedding anniversay plans because of this. $130 is a signifigant amount of money. This wasnt just some trivial inconvience.

This had a real effect on us and you made it abundantly clear you dont care. You got paid and thats all that matters to you.

It’s hilarious in a sad way that you keep saying you do not have a POS but acknowledge Toast is your only point of sale. Toast even has on their website that they are a point of sale system. You are responsible as a business to correct financial mistakes in your establishment no matter who or how you choose to process your customers payments.

You could win gold in mental gymnastics.

Nothing was exaggerated; if anything, your awfulness in how you’ve treated us and continue to treat us in this ongoing issue was downplayed.

In your entire response, there is yet again no apology, no responsibility taken, and no offer to alleviate the situation which is exactly what my husbands review was about.

It says a lot when another Filipino will never go back to your business again.

Just in case you try to take down or alter your disgusting response, I’ll leave it here so everyone can see for themselves how you treat your customers:

As we have told you in countless emails and over the phone, the charge to your card was pending and never actually went through. Occasionally this happens when a card is declined for whatever the reason may be. We have sent you the exact statement from Toast:"If your card information was entered but ended up being declined at the end of the checkout process you may see the charge pending in your bank account. This is called an authorization charge, and will generally drop off of your bank account within 1-5 business days."Lola's uses To

"Lola's uses Toast as our POS, we do not have our own payment processing system. You visited on a Friday and by Saturday morning expected the charges not to be pending anymore. If you have ever had a bank account or credit card, you would know things rarely get processed on a weekend day, let alone less than 24 hours after making a purchase. You have sent us proof of the PENDING charges, in screenshots that we have saved. We have not collected any money from these two declined transactions as we do not even have them in our system at all.I find it disheartening that there are individuals who, despite having experienced an issue that was not a result of our actions, choose to criticize and damage the reputation of a small business unfairly. It is particularly troubling when such criticisms do not accurately reflect the situation or our efforts to address and resolve any problems that arise.We are disappointed to note that a significant portion of your review exaggerates the situation. If possible, we would gladly share screenshots of our email conversations to demonstrate our commitment to addressing a problem that, unfortunately, was beyond our control and should not have been an issue for us to manage.It is quite alarming to me that your 77 reviews and photos are all hidden, despite stating that you hate writing...

My wife is Filipina and we were celebrating our first wedding anniversary. Eager to experience a taste of her homeland, we chose Lola's with high hopes. Unfortunately, our celebratory brunch turned into a nightmare.

Lola's restaurant operates on a completely digital system. Customers are required to use their phones to both place and pay for orders before receiving any food. On the day of our anniversary brunch, the system malfunctioned, charging our card twice while failing to register our order.

To rectify the situation, we had to seek assistance from a restaurant employee. They informed us that this system glitch was a recurring issue. To finally place our order, we were forced to pay a third time using the restaurant's traditional payment method.

In essence, we paid three times for a single meal due to Lola's faulty technology and poor system management.

Later that day we noticed the first two charges, which we were told in restaurant would drop off in a couple of hours, hadn't dropped off and over $130 dollars was unavailable to us and is still unavailable to us 5 days later.

Despite countless attempts to rectify the situation, Lola's displayed an astonishing lack of care and accountability.

Their customer service was the worst I've ever experienced in my entire life.

Blaming us for their system's error and exhibiting clear annoyance at our persistence was beyond disrespectful. They repeatedly insisted that the issue was the result of us not having available funds which we absolutely had.

The person I eventually got in touch with seemed fixated on trying to make the entire situation out to be my fault and refused to acknowledge that I had the available funds.

Filipinos are renowned for their hospitality and kindness. Lola's, while offering Filipino-inspired cuisine, is a stark contrast to the genuine warmth and care found in authentic Filipino establishments. Their actions have left a bitter taste, not just from the food, but from the entire experience.

At no point did the person or people responding to our emails offer us anything to make up for our experience. They didn't even an apologize, they just kept saying it's not their fault.

Our anniversary brunch was supposed to be a special occasion, but Lola's transformed it into a stressful and disappointing ordeal. I strongly advise others to avoid this restaurant and to be wary of their payment system.

If you go pay cash. I would never trust them with one of my cards ever again

Key issues: Double charges on credit card not removed Lola's refusal to take responsibility Lack of customer service and apology Significant financial and emotional stress Ruined anniversary celebration Misrepresentation of Filipino culture and hospitality

I hate leaving negative reviews but after the treatment I received I feel like others need to be aware of the potential issues they may face when...

Came here based on recommendations on Instagram. I placed my order online at 11:42 AM since online it made it seem that you couldn’t order in person (later discovered that’s not true - at least on Sundays). The screen said my order would be ready at 11:52 AM, so I entered at 11:50 AM. I ordered a bagel with cream cheese, donut, and cold brew coffee with half & half. I gave my name to the red-headed girl working at the counter, and she told me it wasn’t ready yet but to wait to the side. I waited along with another man who entered just before me who was also waiting for his order to be completed after ordering online. Each time the girl went to the back and came to the counter with a new order, I’d look up at her hoping it was mine, but each time she’d smile and place it on the shelf behind the registers.

At 12:07 AM, I was still standing there and watching people who ordered at the counter receiving their food way before me, so I went back up to ask about my order. The tall guy also working behind the counter looked at the ready orders and said “oh, it’s been ready for a while”. I was so annoyed that the red-headed girl obviously did not check back to make sure that we had received our orders. For what it’s worth, the manager also seemed annoyed with her throughout my wait as he had to keep reminding her to refill the water jug and take out the trash.

I feel like if you’re going to have a shelf where you place online orders, you should put it in a place that we can just come up and grab it. Or you should announce the orders as they come out of the kitchen before placing them on the shelf. Maybe I’ll try coming back another time, but I’ll need to let this poor experience fade from...