Gen Korean BBQ House — Restaurant in West Covina

Came here with some friends to catch up and have dinner. But unfortunately, our experience was not great. This was the second time in a row that we have had awful service at this location. (The first time I tried to forgive to just say they were having an off night, but I guess I was wrong)

To start out simple. The floors and tables were dirty. We had to ask employees twice to clean our tables and chairs before we could even sit down. We eventually just cleaned the tables ourselves because my wife had a wet wipe napkins in her purse.

Then, Our server was ignoring us because he had other tables with larger parties and he was prioritizing them...It was taking 20+ minutes for us to just get our beverages and when it came time to order food, our order was taken. But nothing was brought out for about another 20 minutes while the two large tables that were next to us or getting all of their food and drinks right away.. it got to the point where we needed to ask the manager to help us and the manager ran and got what we needed really quick before she went home. After that, the bad service continued we kept saying to the server that we weren't receiving any of our food orders and he just kept saying "let me go check." and then we wouldn't see him.. we started asking other servers and even bussers to help us because we were hungry and thirsty and paying for our dinner. The service there is so bad that finally the person cleaning the tables told us that he would get another server for us. He then called the server (I believe named Zach) and asked if he could help out our table. We then heard Zach tell the guy, "I will try my best to help them, but I don't speak Spanish." Which was incredibly insulting because, yes, majority of us at the table are Hispanic, but none of us were speaking Spanish the entire night. We all speak English, very well....So I don't know what type of operation they got running here or if this is just part of the values that this business has. But we were all extremely unsatisfied, insulted, and didn't even want to be there anymore. Above all else, the food that was finally getting served to us was not even satisfying for the price that we had to pay.

After being there for about two hours, most of which was just sitting around waiting for something to get brought to the table, we decided to just ask for the check and leave. Then suddenly they bring us a fleet of meat to our table, saying that it was all stuff that we ordered. Some of which we had ordered almost 45 minutes prior, which is why we wanted to just leave. We are, then, expected to finish all of the trays of food that they bring us when we're ready to leave otherwise we will be charged extra for waste.....Ridiculous, horrible, unacceptable. I truly hope this is not how all Gen locations are ran. But at this point, I'm not sure we will give any of them a chance. Especially after that "I don't speak Spanish"...

Gen House

I would leave no stars if I could!!!! I experienced the most horrible service! To start I made reservations ahead of time as we were celebrating my mother’s birthday for a party of 12 we arrived and our server was Silverio! As soon as we were seated he right away told us that things have changed and that if we have been there lately. We said we had not been there in a while he said ok well we have a new premium menu that has better meat and a wider variety! We said we were ok with the regular menu and he said also service is much faster with premium! “We give priority to the premium customers so your meat would take a while to come out” and he also said we can order only 3 meats at a time! We asked why are premium menu customers given priority? He said idk that’s the way it is! We began to order and meats took long to come out! Mind you we have a high table with only 2 grills and 12 people to feed. We would order refills and they would take at least 10 mins to come out if not longer.

After a while of waiting for service and eating little bits of food Silverio mentioned to us several times (more than 3 times) that our time was coming to an end so we would not be allowed to order anymore food. We then asked him why if we had not been there 2 hours yet and the meat was taking long to come out he said you only have one hour to eat that’s the rule! We then showed him that the menu said 2 hours! He then said no my manager said it’s only 1 hours and a half! We asked to speak with the “Manager” which came off very rude and said yes you only have an hour and a half to eat! ( not sure if she was the manager she was the host taking peoples name in the front) we then showed her the menu said 2 hours and she changed her attitude and started being nice and said he shouldn’t have been rude and that they never kick people out even if they exceed 2 hours! After she had also told us the limit was an hour and a half!

It’s very unfortunate to have experienced such horrible service! My mother chose this place for her birthday and...

TL/DR: Blantant customer favoritism. Enforces a 2 hour time limit, but half of party doesn’t get food until 45 minutes in and drinks 55 minutes in. No communication between staff.

Went here for Christmas with a big party of 20, so take what I say here with a grain of salt. I had arrived an hour and half early to let them know of what was going to happen and they weren’t busy at all. I gave them my number and left. When I had come back with about 4/5 of my party, I was told we had to wait until our entire party arrived which isn’t what I was previously told. However, they did seat us anyways and made us aware of the 2 hour time limit. They split our party into two tabletops of 10, and immediately there was no communication between servers because within 15 minutes table A was eating and drinking having a good time and table B had nothing. It wasn’t until 30 minutes into our 2 hour time limit that they turned on the other table’s grills. It wasn’t until 50 minutes in they even brought some semblance of food. However, it took table B 5 tries of reordering to get their drinks and basic things like sauces and sides. Half of our party didn’t even eat. One of the grills didn’t work, even though it was all the way up. The servers felt like they were new and they made mistake after mistake of miscommunication. As an example, one of our patrons ordered the sauce that comes with the potstickers (just 3 orders of JUST the sauce) which was verified by the entire table and cut to 25 minutes and they bring out 3 orders of the potstickers without the sauce, the complete opposite of what was ordered. I’d come back if they didn’t favor patrons so heavily. I understand, as a server, I definitely has favorite customers and unfavorite, however that shouldn’t affect quality of service. Won’t be coming back for awhile and terrible service all around. Only reason it gets a 2 is because of the food which came in small portions...