Attended their "grand opening" event today. I came to watch a performance but decided to place an order for my family to eat in support of this event. My sister in law and I ordered right after each other so the cashier put us on the same number. About 30 minutes later my sister got her food and I asked about mine. They said it was still cooking. There were several people (about 10 people who placed their order after me that received their order (including some family members who ordered about 15 minutes after mine)
I waited another 15 minutes and they said they were waiting on one more item. Once I received my bag in inspected and one order of wings were missing as well as a macadamia sauce. They said they had released those in a different bag with a different number because they thought we were together?!! How is that even ok even if we were part of the same group? This was a to-go order and we weren't going to the same home! So another 10 minutes goes by and we just ask for a refund. I had 3 hungry kids and asked if they could just give a refund but give the kids their food at least so they could eat. They said no!! I couldn't believe it. I am a business owner and I understand that the event brought in a load of business that they probably weren't prepared for. I wouldn't mind waiting a bit had I known the wait time OR if 10-15 people behind me didn't get their order first but this wasn't the case. Great customer service would have been to offer a free meal (at the least) for our next visit but their was no kind of initiative for any resolve. (After one hour and fifteen minutes!) Their was absolutely no "aloha" here. We won't be back and either will any of my family (which was about 20 of us)