L&L Hawaiian Barbecue — Restaurant in Roseville

My husband and I had the worst customer experience ever here tonight. My family has been eating here for years and until tonight had only ever had great food and good service. But tonight's service was so bad we will never go there again. The woman (who I have surmised from the Yelp reviews is the owner) hung up on my husband because she didn't like the way he asked for his to go order (he said, "Hi, can I order 2 katsu chicken please."). He then could no longer get through to the restaurant, so I called and asked, "Hi, can I order 2 katsu chicken please." She said, "No. I need your name to go to the next screen." I didn't answer for a minute because I was so taken aback and confused that she told me no. I eventually told her my name and she asked what I wanted to order. I said again, "2 katsu chicken please." (The same way I have been ordering for years.) She then asked me, "The bbq chicken or the katsu chicken plate?" I said the katsu chicken plate. She then informed me of the mask policy (which I have no problem with) but she sounded like she wanted to fight me the entire time. I told her my husband would be picking up the order and she said great and hung up. My husband calls me after he's picked up the food to say she's just as bad in person. He tried to order 2 extra katsu sauce (as we do every single time) and she told him there was enough sauce in there. He said he knows how much sauce is in there and he'd like 2 more (we have no problem paying for them). She tells him he can have 1 because she doesn't want to make anymore. She then, unprompted, tell him that she didn't like the way we placed our to go order and that she had trouble understanding him (he has a British accent that is just not that hard to understand) and so that's why she hung up and BLOCKED HIS NUMBER so he can no longer call...

This place has the worst customer service.I would give it 0 stars if I could.

1. They VERY RARELY answer their phones. 2)When phone is answered, you are placed on hold for a long period of time. The last time I was placed on hold, I waited for 31 mins. I purposely stayed on the line hoping they would answer at some point. I ended up driving there while on hold, got to the location and told the lady to hang up. Mind you, throughout the entire time I was on hold, the lady in the front complained about customers and was having full blown conversations rather than taking my order.
2. They lady up front appears bothered when asked for utensils, napkins, I mean really anything.
3. My orders have been incorrect and when I brought my order back, the lady in the front argued with me, stating I ordered what she gave me. I kindly said “ ma’m I know what I ordered, my order is wrong and I’d like for you to make a new plate. She continued to argue with me, after 3 min of her complaining - she finally agreed to make it right.
4. Most recent incident 3/28/21 I came in at 7:58 to place an order to go. Before I even said hello, Front lady said “ I’m sorry we are done”. I looked at her confused. She then proceeded to say “ we are not making new orders”. I said, what time do you close” she then replied “8:30” with major attitude and proceeded to say” you can get out of my building now”. I was appalled with the way she spoke to me( a paying customer). Again, this is not the first negative experience, I am so disappointed because I actually like the food but I will never be back. You have lost a loyal customer. L&L you should consider customer service training for staff ( specifically lady in the front) you know who you are. Only one there)! Please avoid this place, you deserve to be treated...

Really disappointed with the customer service here. I called in before leaving to have my food ready by the time i arrive and the lady who answered puts me on hold but when i was on hold i could still hear the other end. I hear her help 3 other customers who come in and then doesn’t come back to the phone. 15 minutes pass of still waiting for someone on the phone and I’m arriving to the store at this point, when I come in less than a quarter of the lobby was full of people. My girlfriend and I come to the counter and see her standing there restocking something. We ask her about us being on hold and her is excuse is that they were “busy” when less than a quarter of the lobby had people and no line in sight. I can almost guarantee she forgot about us on the phone and didn’t want to admit it. We tell her that it isn’t very busy and she replies “Do you guys want your food or not? Because I’m not having this.” We then ask to speak to her manager because at this point we just surprised by the rudeness and she condescendingly tells us she is the manager and the owner and says “next in line”. At this point we’re infuriated and we just leave the store before the situation gets worse. If she really is the owner then I’m really disappointed because I usually like eating Hawaiian bbq but for now on this place will not be getting my service anymore and someone like that should never be an owner or...