Portola Frosty — Restaurant in Portola

UPDATED: The owner of the Portola Frosty contacted me. She was very apologetic, and explained what had happened was while she was out of town, another person had bought supplies for the restaurant, and purchased a different product.

Because they were working with a different product than usual, they did not realize the cook time was to be so different.

They have since replaced their stock with the usual product and measures have been taken to ensure the purchase of the right product in the future.

She told me that she would be going over some more training with the employees, to make sure they respond appropriately to situations in the future.

She also offered to buy My partner and I dinner at the Log Cabin when they open.

The environmental health department did do an inspection and helped put me in touch with the owner. The Frosty passed the inspection fine, and the environmental health department assured me they believe the Portola Frosty is not in the habit of serving raw food to people, that this was a one time oversight. (After discovering the source of the issue, I agree)

I feel the environmental health department and the owner did respond appropriately to the situation overall, and hope the kiddo will learn to have better pride in her customer service skills in the future.

Original post:

My first choice was not to put this on social media, but my lack of ability to get ahold of anyone to talk to has changed my mind about writing this review.

I should not have to work so hard to talk to someone who will handle this with an appropriate amount of care.

This weekend the Portola Frosty served me RAW CHICKEN, very raw. It was burned on the outside and raw like sushi on the inside.

I ordered to go, and noticed when I got home. I really just wanted to call them and let them know. However, they would not answer the phone (they would pick it up and then hang up immediately), and there was no answering machine picking up for them, so I decided to go back to the Frosty and tell them. Being concerned they may serve others undercooked food also.

When I approached the window with my bag of raw chicken, the kiddo that came to help me, only said “I am sorry, I understand...” And kept repeating “I understand” whenever I finished a sentence. She was not rude to me, and I was not rude to her.

If I was complaining about getting tomatoes when we didn’t order them or the wrong flavor of ice cream, I could understand her shutting me down rather than addressing my complaint (still bad customer service but she’s a kid, hopefully she will learn better eventually).

RAW CHICKEN is something that should get much more of a response than “I understand”. It is a hazard, and is potentially very dangerous.

She did not attempt to take my name, she did not promise me that it would never happen again, she did not offer to get her supervisor, or look at the chicken, she didn’t even offer me a refund.

Her lack of concern about the situation leaves me to believe that this will not be addressed, leaving potential for this to happen to others.

Please use caution when consuming food from this establishment, they do not take the best care with safe food handling, and their customer service lacking genuine concern for a minimum quality of product control.

#safefoodhandling #rawchicken...

Good food, service is alright.

My one complaint would be that they often get busy, and unfortunately they don't have the correct staffing to run smoothly and efficiently when they suddenly get a large number of customers all at once.. They should focus on having one person taking orders for food.. and another person taking orders for ice cream, drinks and salad ECT.. And one more person bagging the food as it comes out of the kitchen and promptly getting it out to the customers.. I feel like the 2 gentleman who recently took over and are now running the frosty are doing the best they can, and are always quick to fix any problems they happen to encounter.. But one person cooking and one person taking the orders, while single handedly trying to fill drinks, make sundays, cones, milkshakes and freezes all while trying to listen to the cook when an order is up and ready to be bagged and handed out to the customer and remember the little things like sauce, napkins, and silverware ect.. is a lot for anyone to do alone in the middle of a rush..

I can say that both ~ Sunny & Jesse (the new owners) have brought the level of customer satisfaction up drastically since they first took over the business.. They are pleasant people to deal with and are always more than willing to correct any mistake that may have occurred with your order..

But again, every business they have seems to have the same reoccurring opinion from the community... Pleasant to deal with, professional attitude towards both employees and customers.. and a genuine want to please the patrons who frequent their establishments.. Definitely worth stopping by to get some food.. or at least a...

Styrofoam and plastic straws galore. That being said, the structure and theme ring a nostalgic note. I had grilled cheese, curly fries and a mint chocolate shake. Our group was seeking this out after a wonderful hike. Grilled cheese was fine. Basic cheese and stuff but grilled well with the bread. Curly fries were seasoned and definitely from the bag. Again, nostalgia. Shake had some real chocolate bits but the density was disappointing. Overall, I probably won't come back there. lso, something my friends caught. There was an older woman with blonde hair that came out of the back and seemed to be berating the younger girls inside. Again, this was the friends that were in better view than I. Let's get away from styrofoam and single use straws but keep...