El Fogon Latino Restaurant — Restaurant in Providence

I’ve been in this restaurant couple of times. The first time I went the food was just OKAY, average. I ordered white rice, beans and chicken. The rice was undercooked! I was already home didn’t feel like going out again and had to make white rice. Whatever, not big deal! The second time I went there I decided to give El Fogón Latino another chance. After working 12 hrs shift I stopped by to get white rice, beans and chicken. To my surprised the rice was uncooked again! This time I was so freaking upset that I took the food back to the restaurant. I explained the server that the rice was undercooked, it felt like if I was biting sand. It was bad. She then asked me if I wanted more rice? From a new batch I asked? She say no from this one. Pointing at the one she gave me before. I nicely said, no because this rice is undercooked! I asked her for a refund, she said she couldn’t. I asked what do you mean that you can’t? Then get me someone who can! She replied the owner can. I said ok then I need to speak with the owner. The server said that I have to wait few minutes because she was downstairs. I waited for half hour for the First Lady, I mean the owner. She never apologized for making me wait, it was almost like a game of me getting tired and leaving, leaving her my money or leaving with unwanted food. Her attitude was like I needed to wait for her because she was the owner. I explained myself again regarding the undercooked rice situation. I was very calm, collected and professional about it. She said to me that the rice was NOT undercooked as she grabbed some with a spoon and put it in her mouth, that’s they way is cooked in every restaurant on Broad St. I said to her that’s not true. I told her I was not satisfied with the rice and I just wanted my hard earned money back. And as a business owner she needs to grant that and understand that if the customer is not happy and satisfied with her product to give them a refund. I spend only $20 dollars and I was just about to walk away because I was tired. BUT she was being rude and almost condescending about it. Telling me that not even McDonald’s do that, give you a refund. Really??? Are you sure about that honey?? I said to her maybe the “CAMPO” you’re from this is the way they eat rice. Not me! I don’t eat rice “graneado” and I want my money back. That’s it! Or I can easily call the department of health on you and take this to another level. Finally, after 40 minutes in this place, I got...

They don't deserve a star but unfortunately this google website wouldn't give me the option to right a review unless I pressed a star first ! Google needs to fix that. Not one of the four women tried helping me.. no matter which spot I stood in they ignored me and only gave attention to customers that came in after me ! After being in there for twenty minutes waiting at three different spots at the counter like every other customer was, and got continually ignored when I saw them see me and ask other people behind me and on each side of me. I now went to stand at the register and still 3 workers new I was there as they cashed out the other 3 orders next to me and STILL NO ONE decided to ask me about what I would like to eat ! A customer said to them that I wanted to order too & the girls continued to ignore me. So I sadly, slowly walked out dissapointedly that they are so rude & uncaring to customers they don't already know. I have NEVER EXPERIENCED such POOR communication with CUSTOMER'S SERVICE. So I never got a chance to order to taste if the food was as delicious as I remember growing up with my Dominican side of my family & friends who are always the most polite, well mannered, & friendliest people I know ! These 4 women ignoring me and even after a customer tells them I was waiting to order, is ruining the reputation of the good Dominican/Spanish communities !!! By the way, I read that I'm not the only customer, that wrote a review in here about them being rude...

So I don't usually give 5 stars across the board. However, when I walked in I knew this place was special. I saw everything I like to eat from home. (Latin cooking) What made it real was it all tasted great. At first I thought it was all in my head but then a each person came in they left with a smile on their face like they picked up leftovers from grandma's house. (Grandma is an excellent cook) between the good food, good music, and the ladies speaking in Spanish behind the counter I thought I was home for a minute. All of this in Providence RI. Who knew? If you made it this far please go get them out yourself. I posted some pictures and a video for your...