Luna Grill Temecula — Restaurant in Temecula

Update from previous review: received correspondence from customer service who recognized the situation was not okay and refunded us appropriately. I really appreciate Luna grill making things right for us!

I love Luna grill but we had a bad experience at this location. A couple of weeks ago, we ordered online for order pick up. We live about 25 minutes away from this location so upon arriving home, we realized they forgot one of our entrées plus 2 sauces that were paid for. It was frustrating but we understand mistakes happen. We called and were put on hold for 10 minutes so we decided to use another phone to call and we were immediately helped which was very odd. We spoke with one of the workers and she said she had the entrée and sauces in front of her and that she was so sorry for forgetting. We explained that we wouldn’t be able to come back to make it in time for closing. We asked her if she could refund the meal but she said she wasn’t able to. Her solution was to “put it on the books” that we could come back at anytime and claim the missing entrée and we also would get a free dessert and the two side dressings we had paid for but never received. We told her we didn’t feel very comfortable with this solution and it just seems like an odd way to fix this, especially if it’s another worker who may not even know what we are talking about. We also don’t live close so it could be months before we would come back again. After this happened, I reached out through the website and explained what had happened and we asked if we could possibly get a refund or a gift card, something more formal than someone telling us that, “it’s on the books” and to “just ask” next time we come in. Unfortunately it has been almost 2 weeks but I haven’t gotten any response from customer service. It’s a bummer because we really like Luna grill but not happy with the customer service and the solution that was offered to us. We won’t be going back unless someone is able to rectify this situation in a more...

I placed and order through grub hub at 10:30am before they opened to have an order delivered by 12:45 just down the road.

At 11:45 I get a text saying my order was going to be delayed which typically is not a big deal I understand things happen.

At 12:24 (20minutes before my food was originally set up to be delivered) I get a text from the driver saying it’s going to be a 35minute wait AND they don’t have the party platter that I ordered anymore!!!!

Note: this is for a business meeting that we are forced to have via zoom due to covid and have to have food delivered.

So I call the driver and ask to speak with the employee.

Well Alex, the manager was incredibly rude and cut me off as I was trying to tell him it was listed on the grub hub menu. He cut me off saying “we have nothing to do with what they post on the site” I said okay I need to get the sirloin tips as requested he says “so you want to order a la carte?” I don’t even get the full word yes out before he cuts me off and says “I’m going to give you back to the driver for you to figure out”

Okay awesome. I placed a $145 order an hour and half before you opened which should have been the First order filled and you’re telling me it’s going to be late and you can’t even give me the courtesy of calling me when you see the order come through for something you don’t have, but wait for the driver to get there to call me and tell me?!? What the heck! ! I understand it’s through a third party but I know you’re making some money off the $150.

So rude ZERO...

Went in for lunch and go there right at opening. When walking in, I was just stared at by the staff. Not a hello, welcome or we'll be right with you, nothing. Remember this was right when they opened. No one was there. They weren't busy. After about 5 minutes a guy pokes his head out to say someone will be right with me. Then finally he just comes back out and takes my order. Not the best customer service right from the start. After I sit down to wait for my food, a girl comes to me to tell me they have no beef prepared and it will be a half hour or I can pick something else. Well I had my heart set on beef kabobs so I didn't want anything else. Not sure how a restaurant doesn't have food ready when they open. Poor planning. She also offered to refund me. I wanted a refund so I could go elsewhere. Well that then was botched because no one knew how to refund me. Apparently they need a manager to do this and one wasn't there. Luckily for me the manager showed up after they fussed around with the computer for over 5 minutes trying to figure it out. Then after the manager also blankly stared at the screen she tells me she will just give me cash. Very disappointed. From poor customer service, poor food planning, and lack of trying to go above and beyond for the customer....I don't care how good the food may be, I can't say I'm in a rush to go back. There's other places that have good...