JN
Jessica Navarro
May 26, 2026
Very disappointing and unprofessional experience at the Charleys inside Moreno Valley Mall on 5/15/26 around 2 PM.
My spouse and I ordered large Philly cheesesteak combos because this used to be one of the few places in the mall we actually enjoyed eating at. Unfortunately, the experience this time was terrible.
When we received our food, both sandwiches had a very small amount of steak for the price we paid. The sandwiches were mostly bread with very little meat inside, which honestly did not feel worth the nearly $18, EACH, combo price. I politely approached the employee who took our order, Marrie Torres, and asked if there was any way to either remake the sandwich or simply add a little more protein.
Instead of trying to help or showing any understanding, she immediately became rude, sarcastic, and dismissive. She repeatedly stated that “that’s all they could do” and acted like I was wrong for even asking. When I requested to speak to a manager, she claimed that she was the manager on site, but honestly she did not act professionally or handle the situation the way a manager should. Her attitude, sarcasm, and unwillingness to properly resolve the issue made it very hard to believe she was actually management.
Since both sandwiches were disappointing, we asked for a refund. At first, she claimed they do not give refunds at all. Then she walked to the back, made a phone call on her personal cell phone, and suddenly returned saying she could process the refund after all. The entire interaction felt extremely unprofessional and inconsistent.
Another issue was that neither employee working had visible name tags. When I asked for her name, she acted irritated and said she does not give out her name “for safety reasons,” which was a dumb response on her end because I then, carefully reviewed the receipt and it happen to have her full name on there. This just made the situation even more uncomfortable.
To make things worse, even the receipt they provided looked faded, blurry, and difficult to read, which added to the overall rundown feeling of the location. Sadly, the restaurant itself already looks poorly maintained and nearly empty most of the time, and after this experience, it is not hard to understand why.
We eventually received the refund, but the attitude, sarcasm, lack of professionalism, poor food quality, and overall customer service completely ruined the experience. This used to be a place we liked visiting, but after this visit, I honestly do not see myself coming back.