Aloha Stacks — Restaurant in Rancho Santa Margarita

My family generally has a good experience at Aloha Stacks in RSM, EXCEPT for today when we were met with hostility by a Hispanic woman (for a lack of a better description) who appeared to be the head server and her “sidekick” - a younger male server whose hair was tied back in a pony tail.

Disclaimer: This review is strictly about customer service. It does not reflect my thoughts about their food and beverage offerings.

Poor communication between staff/inconsistent instructions to customer: When it was our turn to order at the register, we were instructed to find a seat for our party. Because there were 9 of us (6 adults, 3 kids), they would allow us to order on “the side” to not hold up the regular line and keep things moving smoothly. Well, I can tell you that it was not smooth at all. We found seating that could fit our party, then this lady and young man approached us, not kindly, and started scolding us about how the person at the counter should not have given us a number, that we did not pay for our order first, that we could not sit because there was no food cooking in the kitchen for us… essentially giving us an abrasive pep talk about the restaurant policy.

Policy aside, the facts were: We were given a ticket/number - we started to order, but did not finish the transaction because we were given other instructions. It was raining, the restaurant was getting packed, so rather than hold up the line, we were asked to find seating and when ready, order on the side counter.

The mistake was on them, but rather than own up to it they chose to make a huge deal out of it. They saw that we had a disabled person, 2 toddlers, and an infant in a stroller. If they were truly in the customer service business, they could have been more polite about it. The way they handled the situation was very emotional and not customer service focused. She kept coming at us and we felt cornered. The other customers were honestly more courteous and accommodating.

We ended up dining elsewhere. Sadly, we most likely will not return here for brunch.

Edit: It turns out that they do make that kind of accommodation for big parties. Well, either their staff is not well-informed or it depends...

The experience I had at this restaurant was the worst customer service encounters I have ever had! Yes. An encounter! I traveled across country to visit my family and we were getting together for a brunch before I flew back. Part of the family got there early and went to the counter to explain our large group. We had 3 babies and a handicapped elderly woman. The girl at the counter gave my family member a # and told her when a table becomes available to sit down and then complete the order and when ready they would bring the food out to us. 2 tables side by side became available so we sat down as directed. All of a sudden a confrontational female accosted our table and asked ”did you pay?” We explained what the staff member told us to do. She walked away and came back and said well you’re not all together so you don’t need these 2 tables. We corrected her and said YES we are all together. She started raising her voice to us saying we can’t sit there. We have to pay first. We explained AGAIN what the staff member told us. She walked away and came back with a disrespectful young male who confronted us and said DID YOU PAY? We explained AGAIN! They said loudly then you can’t sit here. You have to go back in line and wait AGAIN! Did I mention we had 3 babies and a handicapped elderly woman and were simply doing what we were told??? I am in customer service and this treatment was despicable, unacceptable, and utterly shocking!!! We got up and proceeded to leave and I said to the young male I’ll be sure to give you a review. He said good and I hope you have a better day! SERIOUSLY??? He and the other woman need a crash course in manners!!!! DISGUSTING! These 2 individuals do NOT belong customer facing!!! Please put them in the back as far away from people as possible!! Never again will...

3/18/2025 A wonderful breakfast this morning at Aloha Stacks. Sonia was very pleasant and professional as I placed my order. Terrific customer service. I ordered the Denver omelet with sausage and sliced tomatoes. I also ordered a cup of coffee. Francisco brought out my food and was professional, kind and attentive. Overall the breakfast dining experience was very good and the ambiance is always positive and upbeat. Good food, people and service! Highly recommend.

3/13/2025 A great little spot. I walked in and right away was greeted by Lucy who lights up the place with her smile and fantastic customer service. I ordered scrambled eggs, sausage and two hotcakes with a cup of coffee. Francisco another very professional and friendly staff member brought my food out and provided stellar customer service. The food was fresh, well prepared and presented as well as tasty. The temperature was perfect and the ambiance positive and peaceful. First time visiting this location and will certainly be back. Highly recommended.

Previous visit Great little breakfast spot. I stopped in today, and Griselda helped me out at the counter. You place your order and the staff brings it to the table. I ordered the meat lovers omelet with sliced tomatoes, a coffee, and an orange juice. The ambiance was peaceful and positive. The food came out hot and tasty, and I enjoyed the meal. It was perfect. Their prices are reasonable and the potions are hearty. I highly recommend this...