We have ordered from Belair once per week for the last 2 years. We typically alternate between Downer and Wauwatosa locations, but we will now be taking our business to Wauwatosa. The poor customer service, slow/negligent service, deceitful promises, poor quality control, inconsistent portions, and lack of apology or attempts to resolve the issues has led us to discontinue our patronage:
#1: Ordered takeout. The 8 o'clock pickup time was "no longer available," so I had to choose the next available time, 8:15. Drove 20 minutes to get the food only to be welcomed by a locked door. An employee said they had our order but it was past 8 so they couldn't fill the order. He stated an email was sent notifying me, but this was untrue (not in inbox/spam).
#2 Ordered online for ourselves and our 76 year old neighbor lady. We pick up the order, got home, and they got the order wrong- the one for our elderly neighbor.
#3 Ordered online and included adobo sauce in the order. The adobo sauce lid was not all the way on and spilled all over in the bag.
#4 Every time we order later in the evening the taco portions are significantly smaller and inconsistent. It's laughable that one taco within the same order might have a good portion and another has a bite-sized filling.
#5 The adobo sauce (red salsa) is ALWAYS clearly watered down and flavorless. We've eaten this stuff so many times; we know what it's supposed to look/taste like. It's way better at Wauwatosa Belair. Doesn't make sense to save costs on watering down your salsa.
#6 On Cinco de Mayo, I placed my takeout order early in the morning to ensure we were able to get a pickup time slot. I arrived to absolute chaos of 30-40 people standing outside waiting for orders. There were no safety procedures in place for high volume of people during the pandemic. Not everyone was prepared with a mask and there was no way to avoid congregating in a tiny entryway to hear orders being called from inside. It took over an hour past my pickup time for my order to be ready! I understand it was a holiday, but what didn't make any sense was that the order pickup times are controlled and clearly only allow a certain number of orders at one pickup time. So how was this even possible for so many orders to be extremely delayed?! Absolutely ridiculous and just goes to show poor and negligent planning without regard for customers' health. No apology was given and even though again they said they sent emails out, no one got them. I contacted Belair about these issues and they again reassured me (lies) that they would be addressed.
#7 The final straw was tonight; I ordered for pickup at 7 for ourselves and my elderly neighbor (who's used to eating dinner at 5:30). My boyfriend rushed from work to get there to pick up our order in time so it wouldn't be cold and to get home as soon as possible with everyone's dinner. He arrived and they informed him it wasn't ready even after 15 minutes of waiting. They again lied and said an email was sent (NEVER any emails received about any of these delayed or cancelled orders). He waited another 10 minutes and went to check; the hostess informed him ours still wasn't there. He checked again when the next orders came up and the hostess said she would come get him when our order was up. After more waiting he went up again and she said "what was your name again" and proceeded to pick up the bag that had been sitting on the table for the last 10 minutes after she had promised to bring the order out to him. It took 45 minutes past our order pickup time for the food to be ready! The hostess was no help at all. He watched numerous people come in and sit down and even get their food orders in that time spent waiting. What is the point of reserving a pickup time if the food isn't going to be ready anywhere near that time?! If you make a dinner reservation, it's for a reason. You don't get seated 45 minutes or an hour later. You're seated very near the reservation time. The same should go for an order pickup. What if we had children at home waiting to eat, somewhere to be, or if we were a delivery service picking up food food?! Absolutely inexcusable service especially considering they have full control over the number of allowed orders at a designated pickup time. read more