I don't understand how this place has a 4-star average rating. If you want poor food service, subpar, cold faux-mexican food and a rude, clueless manager, this is your place.
I went here with a party of 6 for my brother's birthday dinner. Being in Logan Square and having 4 stars, we were looking forward to a nice night celebrating over a delicious meal . I got there 15 mins early, and lo and behold, they don't have our party reservation in their system. I should have seen that as a red flag. They scrambled to get our table ready.
After I'm seated, the rest of my party arrives. We order our food (one appetizer and 6 entrees). For the appetizer we had guacamole and chips. This came out quickly accompanied by two salsas. The guacamole, although fresh and a good size, lacked any seasoning and had no flavor. There weren't enough chips to finish the guacamole so we asked for more chips; instead of the fresh, homemade chips from the first batch, they gave us stale tortilla chips out of a bag - like the kind you buy from Jewel. I don't understand why they would serve us different chips when they didn't give us enough chips in the first place for our appetizer.
Moving on - we waited close to 30 minutes for our meals to come out. Not sure why it took so long, as there were empty tables all around us. And this is where things took a terrible turn.
Five out of six meals came out close together in time. My meal (vegetarian enchilladas) took another 15 minutes to come out. I watched as other tables received their meals while our table still wasn't completely served. I was getting pretty upset, not to mention hungry, waiting around with no explanation. I had to flag the server down to inquire about my food, and she said, "It's coming." My food finally came out but my party was already halfway done with their meals. Unacceptable.
Speaking of the other meals, the Chicken Mole dish we ordered (and as others have commented) was fridge cold - like they didn't even bother to properly microwave it before dishing it up. The chicken was on top of the sauce, and the sauce sat on the plate. I've eaten my fair share of mole and this was literally a separate sauce that was spooned onto a plate and they laid a cold, naked, unseasoned chicken breast on top. The mexican rice that came with our meals was also cold, not to mention we got nothing but the dry rice remnants from the bottom of the rice pot. It was disgusting. Dry, no flavor and again, poorly microwaved at best. Nothing tasted fresh or new.
We all sat around not enjoying our meal, when the restaurant manager, TONY, came to our table, unsolitcited, to as us how we were enjoying our meal. We were polite but honest and told him that we were very disappointed in a number of the entrees we had for the reasons listed above, as well as the massive delay in receiving all of our meals on time. He said he noticed that our food was late getting out, hence why he wanted to ask us how things were. Then he walked away. We were pleased thinking that the manager noticed, took initiative to ask us, and we expected him to do something nice for our party to make up for the trouble.
We were sorely mistaken. No one asked if we wanted a dessert or made any effort to make up for the situation with food. We figured maybe he comped our app or took off an entree for our troubles. Lo and behold, when we got our bill, we saw all menu items on our bill, and the kicker - a 20% automatic gratuity since our party was a table of 6.
ARE YOU KIDDING ME?
You're gonna charge us full price, tack on 20% for "excellent service" when we told you the kitchen service was poor and the food tasted off? How dare they. I called the manager over and told him to take the gratuity off. He agreed to do it, but prefaced with "Don't take it out on the server by taking away her tip." So now the manager is going to insult us by trying to guilt us for taking away the server's tip?! I told the manager that he needs to deal with that, and that his kitchen's service did not deem a $25 tip. I told him to pay the server with one of our meals, but that we were not tipping anything for the experience we had that night. He begrudgingly took the check back to modify, and when he dropped it off again, we asked him for another manager and he said he was the only manager there. So we told him that his actions we unacceptable - don't ask your guests how their experience was if you have zero intention of alleviating the legit issues we raised, especially when YOU said you noticed the issues we were having. That's poor management, poor customer service and poor handling of the situation. He modified the bill by taking my meal off, and removing the automatic 20% gratuity. We paid the bill, did not add a tip, but did give the server a cash tip for her service. It wasn't her fault the kitchen staff and manager are incompetent. The manager didn't even apologize to us for the serious inconveniences.
Needless to say we will never be back here. read more