Ono Hawaiian BBQ — Restaurant in Sacramento

Oh boy. I wish I could rate this place based on the food, but Ono wouldn't let me get that far. I submitted an order for pick-up around 8:25 PM on a Sunday using Ono's online order service. I submitted the order as a guest, received my email receipt and waited. Around 5 minutes later, I received a call from the restaurant.

I was informed that they were out of "pretty much everything", there was an incoming shipment coming the next day, and that they were "technically closed".

All right, no worries, I thought I'd just get a refund. I was told they could not process the refund on their end, but that I could do so through the website, and the call ended. When searching the website, however, there was no discernable way to obtain a refund. No option to cancel the order through the email receipt, no way to track my order, no way to contact the corporate office... Nothing.

The next morning, we called the restaurant again to resolve the issue. We were again told they could not process the refund in house. So we devised a solution where we could pick up the order later that evening. We were told that it would be fine and that everyone would be informed.

When it came time to cash in on our meal, however, we were informed that it would not be honored. Again, we were told we'd have to get a refund but they couldn't do it there "without a receipt". So, I presented the receipt on my phone which they would not accept--for a reason that I still don't understand. You see, the two workers there were very nice and patient about the situation, but it was their manager/owner who was not. They kept attempting to explain the situation to him, but he refused to honor our order without a physical receipt. He then came to speak to us directly and told us to call the corporate offices or email them, but did not provide us the contact details to do so, despite not being available online.

Between berating two of his rather nervous looking staff members and angrily shaking his head, he yelped, "I will lose money!" He then stormed back to the kitchen, leaving his worker to handle the rest, which she did so politely and provided us with an email that could potentially lead us to resolution. She then informed us she didn't know who he was and assumed he was a manager.

What a weird situation. Penny pinching so hard you steal $50 from your customers due to a supply chain issue, and no discernible way to manage online orders? Guess we'll do a...

I honestly love the food here. However, I generally order through Door Dash, since I work in the area, but not close enough to drive without wasting my entire lunch. When placing my order through the app, there is no option to select a sauce. I placed my order anyways hoping sauce would be added. When I received my food there was no sauce included. I went to order a second time, however I contacted the store by phone after placing my order requesting they add sauce to the bag. The woman who answered ensured me that they ALWAYS add sauce to Door Dash orders, but she would still add it for me. Great. However when I received my order there was no sauce. Devastating to receive your lunch for work incomplete after being reassured that they would add sauce. The employees there have suggested I advise my Door Dash driver of my request however that is very difficult for me since I am at work when placing my orders and do not have the time to wait for my order to be assigned a driver so that I may request it with them. I also do not have much time to be able to step away from work to text my Door Dash driver. I have yet again ordered a Teriyaki Chicken and Katsu Aloha Plate and again no sauce. This is very frustrating and I am ready to quit ordering food here. I recommend adding the feature on Door Dash to request sauce, or make it standard to add sauce to every order. I'm just...

OMG, so, I tried the salad for the first time and MY OH MY was I surprised!!! First of all the portion size of protein, (mine was chicken breast) was so amazing atop a beautiful bed of salad, cabbage mix, carrots with edamame,l and toasted sesame seeds with their own dressing... I honestly wasn't sure at first about the dressing until I mixed it with the salad. I started out saying that I wasn't going to be able to finish it all, but it was so good I couldn't stop eating it. 😋 Because it was my first time ordering the salad, I wasn't sure about the protein size so I ordered a side of teriyaki chicken and it came on a bed if delicious cabbage, the chicken was SO GOOD!! 😋 Lastly we ordered a catsu mini and it was DELICIOUS...