Omelette Factory Santee — Restaurant in Santee

Down from 5 stars to 1 star

NEWER REVIEW:

We have been ordering food to go during the pandemic from this restaurant and unfortunately our experience has been not very good for different reasons 3 times in a row now. Food is excellent but service is not what you would expect. Let me explain.

My wife and I were looking for a nice breakfast and decided to visit The Omelette Factory in Santee. We arrived early on a Saturday morning and ordered an omelette for me, some eggs, bacon and pancakes for my wife and a couple of coffees. We were told that the order would take around 25-30 minutes. At around 30 minutes we walked back in to the restaurant to pick our order that was there waiting for us at the counter. One of the 3 ladies up front gave us the bag with our food and thanked us. I reminder her that the coffees we ordered were missing and we needed cream and a couple of splenda pockets with it. She seemed annoyed when she told us to wait while she got our missing items. While she was away we noticed that there were no utensils in the bag of food we had already received. When the girl came back with our coffees we told her that there were no utensils in our bag of food. She rolled her eyes and left for a minute to go get these. When she came back we thanked her and left. After we left and drove for a while we noticed that there was no butter and no syrup for the pancakes. We had to drive back to the restaurant to ask for these. The first girl at the door was no help. She was too busy to help us when she was just standing there. She basically told us to go the back of the restaurant and ask somebody for the missing syrup and butter. At the back of the restaurant near the kitchen everybody seemed to busy to help until eventually somebody helped us with the missing items. The food was great as always but service was too much a hassle for the people that should be there to help. All 3 girls up front made us felt like they were doing us a favor and seemed annoyed when we asked for missing items. I need to remind The Omelette Factory that we have a lot of other options to get our food from. Even Denny's is helpful when items are missing (rare) and do everything possible to help when something goes wrong. At the end of the day, what makes a good restaurant is not only food, but also customer service and in some cases price. We drove all the way from Chula Vista to order food from your establishment only to have a bad experience. This is the third time that something is not right with our to-go orders. Unfortunately we will not be returning.

OLDER REVIEW:

I was planning to take my mom out for breakfast on a recent Saturday and decided to drive all the way from Chula Vista to try the Omelette Factory in Santee. Upon arrival we were quickly greeted and offered a seat. We ordered coffee and omelets that arrived in just a few minutes. Our food was flavorful and portions bigger than we expected and service was excellent. We will...

Going to eat at the Omelette Factory is ALWAYS a very special treat to us when we come to San Diego and I am ashamed that I hadn't posted my review sooner as we have been going to the Omelette Factory for quite a few years🤔 but as they say, it is never too late to recognize a very good place where you will want to go again and again . First the atmosphere, as soon as you walk in , you instantly feel welcomed, the attentive staff right away will assist you and guide you to your desired table. Immediately, you know that your breakfast, lunch or dinner will be a wonderful experience. Right after being seated, asked if we wanted coffee, a very tasty cup of coffee was served and you never have to wait long to get a refill as the staff is always so attentive to their customers' needs. We then were presented with the menu and OMG what a menu! with a very large variety of "Special Diet" requirements like Gluten Free, Vegan and more that are very clearly marked making my hubby very happy as Gluten is a no no for him..... Well the Omelette Factory offers one of the BEST Gluten Free homemade Potatoes you will ever eat. Hubby ordered a Ham & Cheese omelette with GF potatoes, I ordered the Gobbler Omelette (delicious diced turkey breast, tomato & cheese) with hashbrown cooked the way I like it (well done crispy). We love omelette and honestly these were the most delicious, very filling and each cooked to our personal liking and request. The ambiance of this restaurant is not enjoyable but palpable, I felt right away a connection between each employees and their manager Tracy who has been with the restaurant since it opened , Tracy is an absolute gem, her smile will make you at ease as soon as you met her, enrobe you like a warm blanket in a cold day🥰 Most of the employees have been there for many years telling you a lot about the quality of management and owners....the atmosphere of the restaurant and it's warm environment is without a doubt the results of the relationships, the genuine caring about people within the entire staff of this fabulous restaurant resulting in creating a strong customer loyalty that will comeback over and over. Both my husband and I give the Omelette Factory the highest recommendation. Rating this restaurant a 100 ++++++ Going in Once, you are assured to want to go back over and over THANK YOU TO THE OWNERS, THE MANAGEMENT for hiring the best people and the nicest employees.... Kindness is not learned within and that is what you will encounter at the...

I've been to The Omelette Factory before and it was a good experience. Nothing too noteworthy, good or bad. But I haven't been in awhile, and I was recently invited to join friends for brunch and we were all very pleased with our experience! Starting with our poor over worked waitress! She was doing everything she could to get our orders in a timely manner, but we were busy catching up and enjoying the reunion, so the waitress (I apologize, I didn't get her name) would check with us then run to another table or run back to put in another order or hurry to serve another guest! No doubt she was busy, but she was busting hump to do a good job! She kept her sense of humor in a busy Saturday brunch environment, she seemed to be keeping up with each table and she didn't miss a beat with us! A+ Then she brought our food and our extras and offered all the other add ons and we ate! The food definitely shut us up for a few minutes and we had left-overs, so it was plentiful! We all agree that this was a 9/10 visit, and we owe most of that to the staff! But not to degrade the food. We look forward to going back, and my new favorite plate there is the Huevos con Chorizo with flour tortillas!

I've said this before and I'll say it again and again.... Please don't ever base your poor review on an overworked wait person... Things are tough right now and most places are short staffed. The ones going to work need some...