Mama Pacha - Cocina Vegana — Restaurant in San Juan

Yesterday, I faced an incredibly frustrating experience with Mama Pacha when ordering through DoorDash. Despite multiple attempts to communicate the oversight, I was met with a lack of urgency and a dismissive attitude.

On placing my order, I realized that an item – the Pastelón – was missing. As this was not the first time such an oversight occurred, I reached out immediately. While I did understand that answering the phone during busy "rush" hours can be challenging, the primary concern was the overall response.

I attempted to communicate through multiple channels – over the phone, through DoorDash, and on Instagram. Rather than an immediate resolution or even an acknowledgment of the error, I was constantly questioned about the ways I reached out and the details of my complaint.

Having in the past been in a position of hospitality and worked in the industry , my first instinct when a customer raised an issue was to resolve it, not question their approach. Sadly, with Mama Pacha, I felt like my complaint was a burden. Instead of focusing on the mistake, I found myself being made to feel as though I hadn't communicated properly.

After expressing my frustration, Mama Pacha's only solution was to offer a refund for the missed item, which DoorDash had already processed. The lack of empathy or an effort to ensure future orders wouldn't have the same problem was disheartening. My decision to not order from them again was met with an indifferent "It's your decision."

Customer service is paramount, and in this instance, it was sorely lacking. Mama Pacha's response was the final straw for me. I hope others have better experiences, but I will not be ordering from them...

So might have caught them on an off day, but the food was pretty bad. Everything was heated in the microwave, not fresh. Kept hearing the sound of the microwave after anyone placed an order. Somehow even being microwaved the food wasn’t hot. Watch how much salt you’re putting on the veggies. They were inedible and I felt like a child spitting them out. The ginger lemonade was delicious. 😅

I’ll give you guys another try in a few months. Hopefully you guys start making the food fresh. -I’ll update this review then.

Anyone looking for vegan, Puerto Rican dishes I...

I went here yesterday to try out their special of the day. When I went in the guy at the counter was super nice, and the service was great overall. It had a really nice environment to study and just chill around. When I got the food the presentation was also great. That being said, the food was lacking in flavor. The soup tasted like extremely watered down pumpkin with no flavor. The amount that you pay for the special versus the serving size that you get was okay but definitely not that great. I’d just say fix the flavor profiles and you’d have the...