I genuinely hate leaving negative reviews, and I rarely ever do, but at this point, I feel like…read moresomething needs to be said about Three Amigos.
I have been a customer for a while and have always loved the food, which is why I have continued giving this place chance after chance. However, the last THREE times I have ordered, my order has been messed up EVERY single time. This is despite going over my order multiple times on the phone, being extremely specific about what I want, and even having the employee read the entire order back to me to confirm everything is correct. Somehow, it STILL comes out wrong.
The last time this happened, I contacted the restaurant and received a partial refund. While it wasn't a full refund, I was completely fine with that because I understand mistakes happen, and I appreciated that they at least made an effort to resolve the issue.
Fast-forward to today, and once again, my order was wrong. I specifically ordered CHICKEN tacos and received STEAK tacos instead. On top of that, the tacos were missing pico de gallo, and I had paid extra for additional toppings that I was charged for but did not receive. At this point, it seems like there are mistakes happening both when the cashier takes the order and when the kitchen prepares it. How does an order get confirmed multiple times and still end up being completely different from what the customer requested?
What made today's experience even more frustrating was the way the situation was handled when I called to address it. Instead of simply acknowledging the mistake and issuing a refund, I was met with excuse after excuse about why they apparently couldn't process one. When I asked to speak with a manager, I was told I would be transferred, only for another person to answer the phone and tell me they "just work there" and couldn't do anything about a refund. There seemed to be absolutely no accountability or willingness to resolve an issue that was entirely the restaurant's mistake.
I understand that mistakes happen. I have worked in customer service, and I would never expect any restaurant or employee to be perfect. But there is a HUGE difference between an occasional honest mistake and a consistent pattern of incorrect orders, poor communication, and a lack of accountability when customers try to get things corrected.
I should not have to pay for food I didn't order, be charged extra for toppings I never received, and then be given excuses as to why the restaurant cannot refund me for its own mistakes. Especially when this has now happened three times in a row.
What makes this even more disappointing is that I actually LOVE the food here. That is the only reason I have continued coming back despite these experiences. But good food only goes so far when customers repeatedly pay for items they don't receive and then have to fight to get someone to acknowledge the problem.
I genuinely don't know if there has been a change in ownership, management, or staff recently, but something has clearly changed in the quality of service. I never used to have these issues, and now it seems like I can't place a single order without something going wrong.
After three consecutive incorrect orders and the way today's complaint was handled, I've reached my breaking point. I will no longer be ordering from Three Amigos.
It's unfortunate because I really did enjoy supporting this restaurant, but customers should not have to double-check every single item, repeatedly explain simple orders, or argue over refunds for mistakes they didn't make.
I hope the owners actually take the time to address these issues because losing loyal customers over preventable mistakes and poor customer service is incredibly disappointing. I would much rather be writing a five-star review about a restaurant I used to love, but unfortunately, my experiences lately have been anything but five stars.
