My family and I have been loyal, weekly patrons of Macayo's for 36 years-coming in 1 to 2 times…read moreevery single week. But since the change in ownership, the quality, service, and value have completely fallen off a cliff.
Tonight was the absolute last straw. We always call ahead to ask if our favorite server, Espy, is working, because the customer service otherwise has become atrocious. Espy is fantastic and the only reason we still try to come here.
Tonight, we called and asked if Espy was working, and the person on the phone said yes. We asked if she'd be there until close, and the manager, Jeff, responded with, "I hope not." We pulled up to the restaurant less than five minutes later and asked for her section, only for Jeff to tell us he had already cut her for the night, knowing full well we had just called and were coming specifically for her.
Jeff the manager was extremely rude, unprofessional, and dismissive. We walked right out and took our business elsewhere tonight, and we feel terrible for Espy because she is genuinely amazing and deserves better.
This interaction is just the final nail in the coffin after watching this restaurant go downhill:
Zero Customer Support: We actually reached out directly through the customer service link on the Macayo's website back in July to share these exact concerns and issues, hoping someone cared. They never even acknowledged or responded to our email.
Shrinkflation & Portions: Portion sizes have drastically shrunk. Far less meat in the burritos, barely any beans and rice, and they nickel-and-dime you over chips and salsa.
Stingy Takeout Policy: On multiple takeout orders, they hand you a huge bag of chips with a tiny 4-oz cup of salsa and claim "new management policy" prevents them from giving any more.
Gutted Deals: They eliminated the loyalty points program, cut kids' meal deals from two per adult to one, scrapped the summer "Kids Eat Free" daily deal, and neutered Happy Hour.
Refusing Advertised Coupons: Just last month, we brought a party of 14 people and management refused to honor the active 20% off Mi Coupon that is still advertised on their own website and app.
Between Jeff's atrocious management, total lack of response from corporate, the drop in food quality, and the complete elimination of customer appreciation, there is zero reason left for us to support Macayo's. After 36 years, our family and our wallets are officially done.