Hugo's Restaurant Rahway — Restaurant in Rahway

After seeking such amazing reviews I was excited to try them out. But unfortunately, it was a horrendous experience.

I Ordered my food at 5:05pm for delivery. I ordered papa ala huancaina, tallarien and arroz chaufa esepcial, he said thank you it would be done in 30 -45mins. It’s now 6:24pm and my delivery has still not been received. I called the store 6 times and the call was going straight to voicemail. Finally, I was able to speak to the gentlemen, I asked him for an eta since it’s been over an hour and half that I’ve been waiting for my delivery. Evidently, as soon as he called the driver the food arrived. He gently apologized for the inconvenience and the long wait.

As I opened the tray of food I noticed it was lukewarm. The tray of arroz chaufa especial had no shrimp, so after gently triple checking I only found 3 shrimps. Given the fact that I waited almost two hours for my food and it arrived lukewarm I was upset. So I took the tray of rice and went back into the restaurant.

Upon my arrival I asked to speak to the manager, The young lady rolled her eyes at me and left to get her. After 6 mins of waiting, the alleged manager, Soriylla asked me what was going on. I told her I was upset I got my food almost two hours later after placing it. I then proceeded to tell her the tray of rice only had 3 shrimps- so I just wanted a refund for the entire dish because this isn’t a true tray if there’s only 3 shrimp. She confronted me and said in Spanish “what are you talking about which dish,” I repeated myself to her telling her I ordered the arroz chaufa especial. She then corrected me and said listen let me speak, we have arroz chaufa mixto or especial and I told her that one the last one. She looked at me and said to me again, let me finish. She was unmannerly, uncultured and impertinent.

She asked me do you want a refund or us to make it again, I told her no please I want a refund. She said okay I will be right back. She goes into the kitchen and loudly speaks to the chef and told him what was going on. There was a lot of commotion and yelling in the kitchen.

The “manager” comes back and says I spoke to the chef and we will not give you a refund you have to take it as is. I look at the tray and my food was scrambled and tossed around like if I was some dog. I immediately told her I was not taking this like this after they touched it. She said sorry Mami this is how it is you have to take it. I told her no and asked for a refund. She fought with me once again so I left the tray.

For one, we’re in a pandemic so being sterile should be your number one priority. Two, I refuse to accept food if it’s been played with.

Here’s some feedback to the owner, your management team should have better edicate, if a customer complains about something don’t fight back with them. Take the food back, apologize and 86 it. I’ve worked in restaurants for over 10 years so trust me I know how it works.

I’m extremely disappointed because this has been worst review I have ever left on Google . It’s heart breaking but I had to speak up, the behavior and attitude was unpleasant- therefore,...

Has to be one of the worst restaurants I have been to. My family and I went here for the first time on the opposite side of the restaurant, where I assume you order to go. We asked for a chicken and rice (can’t remember exactly what) along with a salad. They said we were lucky and that the chicken was the last one they had. Shortly after, another man walked in saying he wanted a chicken and they said well they just sold their last one. My father really wanted to just sit down and eat our food instead of it getting cold on the thirty minute drive home. So we asked if there was space at the restaurant and they said yes. So, after finally settling down at the restaurant, a waitress approached us and we told her what we ordered on the other side (to-go) and she gave us canchitas (apologies for my Spanish) and dipping sauce. We asked for a refil of the canchitas after we finished them and she took them into the kitchen and we never got more canchitas for the entire visit. Later, my mom walked up to the waitresses asking where the rice was. She noticed there was a plate of rice next to them and upon asking if it was hers they said no. They later corrected their mistake and realized it was our rice. Keep in mind, they were having a conversation while we waited for our rice to be served, so they completely forgot about it. If my mother didn’t up to ask for it, we probably wouldn’t have gotten it for another half hour, based on their service. At this point, we had the rice but our plates were not given to us and from our view, it appeared that our waitress was complaining to other waitresses that our plates were not served and they got into a mini argument. My mom was a bit irritated at this point and walked up to get our own plates. I have to admit though, the rice was really good. Anyways, after waiting about ten minutes for our chicken and salad, my parents were confused as to why we hadn’t received it yet. It had been about half an hour since we ordered it and since it was their last chicken it should’ve been done by now. We waited another five minutes and our food was still not served. So my mom went up and began to complain to them. My father went up to the front desk and just cancelled the order of the chicken and salad. We left with only eating rice and the chicken/salad the we had ordered, didn’t even make it to our table. Terrible service and I’m not planning to...

I had originally visited Hugo's with a party of four and we ordered the pollo a la brasa with rice and french fries. The service was quick and the food was good. With that in mind I had no issue visiting them again..this time with a party of 6. We were seated rather quickly and ordered our food. I ordered the ceviche mixto and it came out almost immediately. I have no complaints about that at all. However, I was eating alone as the rest of the food orders came out sporadically. My dad ordered the arroz chaufa (seafood) and literally got his dish 15 minutes before we left. Everyone had already finished their dishes before he had even received his. Also, the arroz chaufa (seafood) literally did not have ONE shrimp. It did have over 15 calamari's that were chewy and lacked flavor. I spoke to the waitress to ask if she could take this off the bill as my dad did not even eat it. She told me the manager said the best he could do was take 25% of the price of the dish. Later when she brought the bill the manager had taken 50% off the original dish price. I think it is safe to say that when you go out to eat you expect to eat with all those seated in the table. This was not the case and the waitress avoided our table since she knew that not only my dad's but my friend's dish TOOK FOREVER TO COME OUT. We are not taking about 15 minutes in between the dishes being brought out..we are talking 35-40 minutes while the other guests ate. Will definitely NOT be visiting Hugo's again as the customer service here SUCKS. Hopefully this saves someone a...