Ono Hawaiian BBQ — Restaurant in Upland

The food quality is amazing, very delicious, fresh, and ready to go! Usually the customer service is great, never had an issue before today. Unfortunately when I made a phone order my husband was not told to get his canned drinks when he picked up the food so when he got home I called the store right back to explain the drink were missing.

Also, one of my two plates was missing beef so the female employee I spoke to on the phone was kind enough to ask the manager if I could come back and retrieve the canned drinks and a side a meat. It got approved and after a while I then decided to go back for a casual order today to grab my meal and redeem my drinks and side of beef.

All would have went well but the male employee whom I spoke to and took my order tonight was very rude about the situation saying that next time I need to be more specific and in that moment I got upset because he made me feel like I was lying or doing something wrong when I did speak to the female employee and the manager she spoke to approved it.

Wether or not she notated it on the receipt correctly or incorrectly was not my fault and I tried to explain it but when I would try and properly explain he would contradict things as if it was my fault in error. This was a miscommunication on his end and the manager as well because the female whom spoke to me was not there. I calmly spoke and explained to the male employee that I would come back if they checked their inventory so they could see that there was additional cans proving that there was an additional inventory count from my cans not being grabbed that day but he said they do not work that way, that they do NOT do inventory, and that they just received and put cans in the fridge.

I then spoke directly to the manager and explained that it was not right how he spoke to me always contradicting things instead of just trying to find a proper solution let alone at that moment he was not informed about what had occured the day I called.

Anyhow, the manager agreed and he allowed me to get my cans and I left. Only harm done was bad customer service and an embarrassing moment of me looking like a crazy guest complaining when in reality I was just trying to explain myself the whole time, VERY EMBARRASSING, oh and I am 34 weeks pregnant (8months) and it was VERY obvious too. Never thought I would be treated that way as a female pregnant guest but oh well, that's the unfortunate situation that arose and I just have to explain what happened.

I told the manager the employee is being rude, i'm an adult I know how to communicate, I know how to be respectful, the male employee made me feel bad, and it was an error their end. And I apologize it was an error on my end because my husband didn't know and wasn't told to grab the cans from the fridge.

I told the manager to tell his employees to work on how to speak to the guest because I too once worked fast food and that's not how you talk to guests, also doing inventory would be a good idea to keep track of what goes on, and also that the staff remind the guest to please grab their drinks on their way out.

Otherwise, the foods great but I don't think I'll be ordering again from...

I'm sad that I have to give this location ONLY 1 STAR. I'm on a special diet and have been coming here once a week for the past 6 months to order the family meal. Everything was going fine except about 2 weeks ago they started giving us less meat but charging us the same amount. I know for a FACT that it's less meat because when I come home I have to separate the meat into portions by WEIGHT and it no longer adds up to the weighted portions that it used to. 🙄 This is NOT a company-wide issue because I placed an order at the other Upland location on 19th/Campus and theirs was the correct amount/weight of meat in the order. So what's going on? Is this location on Mountain Ave off of the 10 Fwy not making profit so they are cutting back their portions? Are the employees hungry and skimming from the top? (I highly doubt it) Is the manager trying to make the sales look better than they are? Who knows? But I CAN tell you this, they have just lost a lot of...

The food was good, but I am disappointed with the short ribs. Is this really how they are? Big fat pieces of bone without much meat, and almost all fat? I have seen other ribs like these, and the bones aren't as big and it has much more meat. To me, this is unacceptable and the cook needs to think of the customer and give the customer better options.

The mac salad to me was perfect. It did not have too much mayo like other places with a similar mac salad.

The chicken was moist and tasty. Just one recommendation I would make is that they cut the chicken into smaller pieces. It seems they leave bigger pieces in order to fill more of the plate and give less of it.

Overall, the food was good. The only thing is that they need to stop skimping out on the food. I understand that this might be a management issue, so I implore management to do better and stop thinking with...