Ono Hawaiian BBQ

Ono not another bad review. I really wanted this to be a quick, satisfying lunch. Instead, it turned into a one-hour masterclass in how not to run a drive-thru. We ordered at 11:07 AM. The drive-thru line was long, so when we were asked to park, that felt reasonable. No problem. Things happen. Kitchens get backed up. I get it. What I don’t get is watching approximately 15 cars behind us get their food and leave, while another 20 or so customers walked inside, ordered, ate, and likely reconsidered their life choices before we saw our food. We politely checked in a couple of times. Each time we were met with the same reassuring-yet-meaningless response: “We’ll check on that for you.” Apparently “checking on it” means absolutely nothing, because we finally received our order at 12:10 PM. T

I normally love Ono and was so excited when this location opened up close to me. Unfortunately out of the 3 times I have had this not one of them was what I would call good and we discarded the chicken due to it being overcooked and having a burnt taste. All other sides were as delicious as they normally are but the chicken has just been burnt. Tried telling the drive through people about the past two experiences and didn't get anywhere with it.

The worst service I have ever seen at A Ono. 45min on a simple order. I will not come back to this one. Management is poor at best. They ended up loosing my order and refunded me because I wasn't waiting another 45 minutes. I highly suggest no one waist there time with this location. The management is even worse now then when they opened if that was possible.

I originally thought this location was the one on Ellsworth by Costco as that location is also opening and most looked forward to. So when I actually went to this location, I was pleasantly surprised. Large parking lot. Food is served its normal portion like other locations. Seems to be an overflow of staff and none of them welcoming. A lot were standing around joking with the manager at the computer station. I ordered pick up online and when I arrived I waited at the pick up counter area. 2 workers saw me just walked by. I imagine they were on their break or something because why the lack of? And no acknowledgment of any kind. So I just stood and waited until someone came to hand me my order. Customer service could improve, but that’s expected at any food establishment.

Took 1 hour 15 minutes to receive delivery from time placed, I’m just a couple miles away. The chicken in both dishes were cold upon arrival. The lemon pepper chicken plate was good but the katsu was old and dry. Plus I didn’t receive the bottled water ordered with the kids meal. It is clearly highlighted on receipt. I see there is another Ono on Ellsworth with much better reviews, I will give it another try and see.