Ono Hawaiian BBQ — Restaurant in Stockton

The food is fine. But this 1-star review isn't about that. It's about the poor service. Whenever I have a bad experience at any restaurant, whether it's fast food or a sit-down restaurant, I never let a single experience define my opinion of the establishment. But I gave Ono Hawaiian BBQ (this location) 3 tries, and they absolutely struck out. Early on in the pandemic was my first try at this location. I had just moved to the area, wasn't feeling like cooking, called in to order, and arrived right when I was told to come pick up my food. I got there, and despite being right on time, had to wait about 25 minutes before my food was ready. Waiting is fine. However, when I returned home, my order was all wrong and neither my wife or myself got to have what we had ordered. Fast forward a couple months, I give it a second try. Same thing happens. Except this time instead of just having to wait, they also claimed nobody with my name had put in an order. As it turns out, my food had been ready and sitting there the entire 30 minutes I was waiting, and then when I got back to my car and checked the food, it was the wrong order again. Unfortunately, I didn't have time to go back and let them re-make it, so I just had to deal with eating different food again. Last night, I go in for a 3rd try. They claim no mobile/online order was submitted for anyone with mine or my wife's name. And as I'm arguing with the person handling the online orders, I can actually see my order sitting on the counter, but she refuses to double-check because she's "so sure my name didn't come up." So I wait about 15 minutes just staring at the employees waiting for them to do something, when finally one of them sheepishly grab the bag I KNEW was mine the whole time, and just hands it to me without a "sorry" or "pardon me" or anything. All three of these instances should have resulted in a comped meal, at the very least. Just really poor service. Most of these solid reviews are about the food being good, and I agree that it is, but there are other Hawaiian BBQ spots in town with better food and MUCH better service if you're willing to...

I am a regular at the Trinity Pkwy Ono Hawaiian BBQ. I always get the same catering order of the spam masubi. I have a big family so it’s cheaper to get the catering order rather than order it piece by piece. I usually never have an issue, however, I called in to order my usual catering of spam masubi- willing to wait a longer wait time to accommodate the staff. The woman I spoke to told me that I was unable to order my usual order and that I needed to order the masubi piece by piece. I simply told her that it was okay and that I wouldn’t be eating there if that was the case. I thought it ended amicably, seeing as though there was NO confrontation. About a week passes and I call to order and the line doesn’t ring. I didn’t think anything of it and decided to call again, same thing- no ring. I figured they were busy and ordered food elsewhere. About 2 more weeks pass and I decide to call Ono for my usual order and the same thing happens- no ring. I call again 3 more times because now I’m getting suspicious, no ring. I, then, use my husband’s phone to call and there’s a ring and answer immediately. The Trinity Pkwy store blocked my number so that I couldn’t make orders anymore, although I gave them no issues or confrontation. I suppose it’s their right but still very...

My son's went to buy food for our family and got all the way home to realized we were missing 1 of the 5 plates we ordered. When I called Ono to let them know about it and that my son was on his way back for the missing plate, the employee I was speaking to had the audacity to act as if I was lying about not receiving 1 of the 5 plates we ordered. Please tell me why anyone would waste their time calling and driving the10 miles back, wasting time and gas to pick up 1 plate of food if they were given the 5 plates ordered? And when my son arrived to pick up the missing plate, the employee STILL had the nerve to argue with him that they put 5 plates in the bag. Seriously,people? if we had been given our WHOLE order to begin with, we wouldn't have wasted our time calling, or driving back to get something YOU forgot and FAIL to take responsibility for. Blame the customer because it's easier for you to do than to admit your mistake and make it right? Shame on you. Does that make any sense? You think somebody would spend over $70, just to drive 10 miles back to get 1 plate of food for free? Use your brain, people. Admit your mistake and take Accountability instead of getting defensive and blaming someone else. It's really...