Country Cafe — Restaurant in Santa Ana

I had been coming here for a couple of years. But today was definitely the last time. Food quality and service had been declining little by little bu t today, they out-did themselves. Came in at around 9:30 am with a party of 6. We ordered one order of chilaquiles and 5 of eggs benedict. Not kidding the plates were coming in two at a time with at least 10 minutes in between. Up until that moment I did not mind. However I did mind when my wife got her eggs benedict and the everything was over cooked. The potatoes were burnt and the eggs were not poached they were boiled solid. We brought it up to the attention of the server, which btw he was awesome, servers are only as good as their management and kitchen support. The owner/manager (Asian Female) came to our table just to let us know that we could not cancel the plate and that we would be charged for it. I told my wife it would be ok and that we would just not tip. Well, not only did they charge us for the meal that we sent back and did not eat but they charged us a high percentage gratuity included in the bill. Almost $150 for poor food, small servings, and terrible service. Very politely I took the bill and walked up to the cash register and asked to speak to the owner and he came back a minute later saying that she did not want to talk to me. At that point I was very frustrated but kept my cool (I promise haha) but I did speak loud and addressed all of those folks who were having breakfast: I said something to the effect of “…hello everyone, I will not be coming back to this place anymore, the servers are hard working and deserve better management…the manager needs a lot to learn about customer service and restaurant management” and with that I paid my bill and walked away calmly as some customers looked at me and silently agreed with me with facial gestures…. This is so sad because it was a nice place to eat before the new owners took over. I am not surprised of all of the new...

First I want to say- as far as the food I always give this place 5 stars. And usually the customer service is great. Unless you receive the wrong thing. I live down the street an was/am obsessed with this place. I even got my family & friends going to this place. But last time I picked up my ‘to go’ order, I got home to find meat in my breakfast burrito (that I ordered with no meat.) No biggie, mistakes happen. But when I called to see if I could come pick up the correct item, they were sooooo rude. Like hurtful rude. After talking to 3 dif people, I was told they couldn’t replace my item, but they would give me a side of bacon…??? Then was told that they’d replace it but I had to bring the wrong burrito back (again, what???). Then the owner got on the phone an spoke to me as if I was some loser trying to get free food. All I was trying to do was get what I’d ordered. I never got an apology or “I’m so sorry you have to drive back here”. In fact, I was so bummed abt it I sent my husband. Who did tell me that the cook was the one who gave him the new burrito, apologized, an was very nice. But wth? I was like a spokesperson for this place. I couldn’t believe how quick they turned on me. With all that said, that’s never happened before, and I’ve eaten there more times then I could count. Customer service is usually great. I guess that’s why it sucked so bad when I was spoken to/treated so poorly. Haven’t been...

WORSE CUSTOMER SERVICE! From the beginning we asked to sit at a certain table because the one they were seating us was in the middle of everyone's way. Waiter said she couldn't seat us there because there was no "busboy" as if she couldn't just move the ONE plate that was on the table and do a quick clean. Once we received our food, we noticed a hair integrated in the pancakes. We did not move it so we can show that is was coming out of the pancake. When server was told she rudly took plate away and another waiter (which at the end claimed to be owner) questions us where the hair was. We mentioned we had pulled it out to show the other waiter how it was coming out of the pancake but she mentioned she never saw a hair and assumed we were lying. At this point we did not want another order and just wanted the bill. Waiter said that wasn't possible and the bill would take a while. We didn't understand what would take so long but we sat there patiently waiting and the "owner" came up to us and said she didn't want us there. We said "ok that's fine , we been trying to pay the bill and leave " and she asked us to leave because we were being rude ! We discreetly brought up the hair incident and they were the ones that made a seen! One waiter even followed us out demanding for our names and numbers! WHAT?! Never had this experience before. Definitely not...