Toasted Gastrobrunch — Restaurant in Spring Valley

I’ve been a regular at Toasted Gastrobrunch, primarily visiting the Flamingo location, where I’ve always had great experiences. This time, my friend and I decided to visit the Rainbow location for the second time, expecting the same quality service and food. Unfortunately, our experience was disappointing due to the poor customer service, particularly from the manager, Jessica.

I ordered my usual—Chilaquiles—and requested the green sauce on the side to prevent the chips from becoming soggy. This request has never been an issue at the Flamingo location or even during my first visit to Rainbow. However, this time, the server informed me that, per corporate policy, my request could not be accommodated. When I asked for clarification, she simply stated, “That’s just the way it is.” I explained that if the sauce was poured over the chips, they would become soggy before I could finish my meal, making it inedible.

Rather than offering a reasonable alternative, the manager dismissively told me, “Then don’t order that, because if you send it back, I’m going to charge you to remake it.” Her tone was short, demeaning, and unprofessional. Instead of attempting to find a solution, she made it clear that my satisfaction was not a priority. A simple compromise—such as light sauce with extra on the side—could have easily resolved the issue.

As expected, my food arrived soggy. I sent it back and requested it be remade with light sauce, which was finally accommodated. However, when I asked for extra chips, they also arrived soggy. Jessica, the manager, told me this was “normal.” I asked for them to be made crispy and not broken into small crumbs. They were eventually remade, but I was charged extra.

Additionally, the extra green sauce I originally requested came out dry. When I asked for a fresh one, they brought it out cold, and I had to send it back to be properly heated. On my friend’s order of stuffed French toast, they appeared to purposely leave out the whipped cream and seasoning. When we requested the missing items, we were then charged extra for the sauce.

To make matters worse, the staff inappropriately served our food over the wall instead of properly bringing it to our table, which is unprofessional and unsanitary. There was also a delay in placing our order, as they failed to put it in when we initially requested, then returned to clarify if we still wanted to eat there before proceeding.

While the policies themselves may be a corporate decision, the way they were communicated and handled by management was unacceptable. Customer service should be about problem-solving, not dismissing reasonable requests with attitude and entitlement.

That being said, I want to acknowledge that the rest of the staff, particularly Miss Patsy, was very helpful and accommodating. It’s unfortunate that their efforts were overshadowed by poor management.

This experience left a negative impression, and I will not be returning to this location. I hope Toasted Gastrobrunch addresses the importance of proper customer service training, especially for management, to ensure guests feel valued rather than dismissed.

UPDATE 04/01/25: While charging my car, I decided to give Toasted another chance, as they are conveniently located nearby and their food can be great when prepared properly. However, the manager chose to escalate the situation by contacting corporate, claiming she felt “unsafe”—despite the fact that I never spoke to her beyond my previous, honest review.

She then approached me and informed me that I was banned from the restaurant. Frankly, this reaction was completely unnecessary. I have no interest in engaging further, but it’s disappointing to see a business handle customer feedback in such an unprofessional manner.

More photos on their yelp page ! Never was I contacted by the GM and I’m not a person that believes customer is always right but I do believe they should have a right to express how they were treated !

Also after I was 86 my friend that nothing to do with this TRIED to place an order to go and they...

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