Fanous Fresh Grill and Hookah Lounge — Restaurant in Tustin

*Horrible Service Horrible experience *15% / 18% service fee

First time being at this place with my friend. We were trying to order as we got there and got an appetizer since I was starving. When the appetizer arrived I was trying to order food and I couldn't believe it but the waitress was trying to leave as I was ordering and I had to say, "my friend is ordering something too." We were trying to order a bottle of wine too but she didn't even give us a chance to.

My friend order the spicy beef and lamb kabob plate and I ordered shawarma plate and to our surprised we didn't get either thing we ordered.

I waited for the waitress to approach us so I can ask what type of meat was on my plate. She dissappear for a while and there was only 1 group of customers besides us. When she came out eventually, she serviced them but not us. She never approach us until I waited for her to service everyone else and customers that had just arrived.

After having to flag her down the waitress told me the meat on my plate was chicken and walked away I had to say excuse me to ask for our check.

She gave us our total and she didn't even try to give us a receipt or let us know about the 15% service fee.

After paying I had to use the restroom really bad I try not use public restroom because of covid but I had to. It was disgusting in there and the only restroom open was the female and the male restroom was blocked off.

Going inside the place I noticed the waitress was in the kitchen with no mask on and a man that was working in the kitchen had his mask on but not covering his nose.

To end it all I noticed when a customer came in to the place and the man that was next to us the whole time approach the customer to service him. At this point I was not surprised the man probably worked there or was the owner. Probably heard me and my friend talking about how bad the service was and didn't do anything about it.

Overall the food was okay the only thing that tasted good was...

This review is for my first (and last) experience here from about two months ago. So, I came here on a friday afternoon for lunch with my friends. We walked by a dingy kitchen, with the door ajar, chairs strewn everywhere and the restaurant looking like a storage space. Boxes were stacked in the restaurant, cups and dish rags everywhere. There was not a single other patron. We should have left but the man who greeted us seemed friendly and welcoming so we stayed. All five of us were confused whether we should order at the counter, or find a table and sit and wait. We chose to do the latter and hopped from table to table to try and find a clean one. We finally stripped the tablecloth from one table and sat down after taking out clorox wipes from our bags and cleaning the sticky chairs. A very nice gentleman gave us menus, didn't offer to pick up the tablecloth from the empty chair at our table, and took our drinks order. The menu is confusing. Is it Afghan cuisine, Persian, Arab, Mediterranean? We placed our order for koobideh, wraps and salads. It's annoying that they chose to give us water bottles instead of cups of water and charged us without making sure it was ok with us. My friends and I decided to not order drinks since we figured we are already paying for those water bottles. The food was mediocre. Costco fries for an upcharge? Umm no thank you. Cold falafel? No thank you. The place needs a thorough cleaning, even the counter where we eventually ended up to pay was filthy. I'm sure there are health code violations here and I for one am not coming back and neither are my friends. They do have dancing and music on the weekends for those who are inclined to overlook...

Failed to acknowledge the customer in a timely manner, place appeared to be very disorganized and chaotic. Took the employees at least 25 to 20 minutes to even to acknowledge me, even though all the while I was standing a few feet away and looking in their direction. Servers/workers would pass me by multiple times however lacked the courtesy to inquire from me to see if I needed assistance. Then they could not locate my order. Apparently the disorganization and chaos spilled over to my order via Door Dash, they had to redo my order, Basically took another 1 hour for them to prepare my order. The total time it took for the restaurant from inception from me placing the order to fulfilling the order was over 2+ hours. I did voice my displeasure and dissapointment to the Manager upon me leaving the premises, the apology felt insincere and nothing was offered to remedy my inconvenience. I will not recommend, customer service needs to be completely overhauled and employees and management to be given an orientation regarding acknowledging customers promptly and given a basic course in customer...