Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/05/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This incident occurred at the ****** location of CHICHA San Chen on June 4, 2025. I visited the store with a friend accompanied by a trained service dog. The dog was not wearing a labeled collar, which is not required under the Americans with Disabilities Act (ADA).A male staff member asked if the dog was a service animal (appropriate), but then demanded documentation, claiming their beverage license allowed him to do so. We politely informed him that under federal law, businesses may not require service animal documentation, tags, or identification. He refused to acknowledge this, persisted in his demand, and repeatedly argued that he was entitled to require such proof.I found his conduct highly disrespectful, discriminatory, and clearly in violation of *** regulations. Moreover, he showed no willingness to accept correction or listen when informed of the law, which is deeply concerning for a business open to the ********* addition to this incident, I observed other instances of unprofessional behavior among the staff. The overall atmosphere of the store was disorganized. There were five employees behind the counter, with only two actively assisting customers, while the other three were chatting idly.When my friend received her drinks, a female employee stopped mid-task (placing the drinks into a bag) to chat with another staff member. My friend had to take the drinks and bag from her hands and finish packing them herself.The male employee, who appeared to be a manager, was casually dressed, wore no name badge, and after confronting us, spent the rest of the time at the counter chatting with what appeared to be personal acquaintances instead of attending to his duties.Overall, I am extremely dissatisfied with the lack of legal knowledge, the unprofessional and dismissive attitude of the staff, and the poor operational management of this location.

• Initial Complaint

  Date:08/27/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  transaction ****** date 8-26-2027 for $29.61 *** service here was awful. I ordered three item, but they mistakenly charged me for four. Instead of taking responsibility, the male server blamed me, insisting it was my fault for not double-checking the order carefully. Since when is it the customers job to ensure the staff doesnt make mistakes? And to top it off, there wasnt even an apology. *** lack of professionalism and poor attitude were shocking and extremely disappointing.