I'm rewriting this review as I was furious earlier at how I was treated and did not give a fair picture at what happened with the incident today.
We have been a long term customer of Cafe El Tapatio at Glenview, and during covid, they have been accommodating in terms of curbside pickup-- putting our food into our trunk without us having to enter the restaurant. We pay over the phone, and we have been leaving huge tips $20+ for $30 orders. However today when I arrived for my order, per usual, I called to let them know I'm outside. A staff member refused to take my order outside and put into my trunk, stating that they never do that for customers. I was shocked. I informed him I have been picking up multiple times in the past, and that was how it was done (I pop the trunk, they put it in. Done. I don't need to open the window or doors). He insisted a second time that they don't do that and asked me to come inside. I told him I don't have a mask with me (reason being my mask fell onto the floor on my way to the restaurant, I didn't want to wear a dirty mask on my face. And since in the past they never required me to be in person, I didn't think it was necessary this time either). Upon hearing that I don't have a mask, he responded with annoyance "this is the last time" and hung up on me. Right then I have no idea if he was going to come out or not, and I was ready to drive away, because I was not going to go inside without a mask on! The thought of going back home to pick up a new mask crossed my mind, but I'd rather just give up the food instead of having to interact with someone who basically threatened me with "this is the last time". While I'm contemplating on driving away, he came out. I pointed at the back of the car with trunk open. He came around and asked me to sign. I didn't have a mask on so I didn't feel comfortable opening the window. He insisted. I said I was gonna head back to pick up a mask but he couldn't hear me through the car window. I didn't feel right just driving away like that. So I put on my gloves and cracked the window to sign. In my experience with other restaurants where I placed the order over the phone, none required a signature. Or they tell me ahead of time I'm expected to go inside for payment so I can be extra prepared. And in the past at this restaurant too, I didn't need to sign with a payment over phone and curbside pickup. So what happened this time? Why was there inconsistencies? Did the rule change, is there no curbside pickup anymore? If so, how could this be communicated better with the staffs and especially with customers? When ordering the foods, I specially said I'll come by in a certain type of vehicle and would be opening up my trunk. Perhaps the staffs should inform customers during ordering that pick up have to be in person inside the restaurant? My husband and I have always picked non-busy times to order, such as weekdays during non-meal times. Today was no different-- a Wednesday at 2pm. There were no other cars parked in front of the restaurant. If the rules change, why didn't he just say so instead of the passive aggressive statement guilting me for not coming in? I am still baffled at what exactly is the pickup process. Curbside suggests no need to enter the restaurant. It would be immensely helpful if these could be stated to the customers during the ordering process in a polite manner.
What's glaring to me was that if they can't honor the curbside pickup, if they have inconsistencies in their process, and with staffs (new or not) insisting on customers to go inside when it's much safer to just bring food out to their trunks, it makes me wonder how safe they are with covid precaution. Moreover, how can I trust in the way they prepare food? Despite its food tasting great generally, I do not want to jeopardize my health and my family's health especially during this time.
In response to owner's reply, I understand it is a new staff and he may not be familiar with your restaurant rules. But for times like covid, I believe it is very crucial to make sure your staffs are on the same page about covid precautions. Do not make customers come inside when it's not necessary. It's great that you are defending your safety measures, but I as a customer can only judge based on what I experience. I also don't sense that there will be additional effort to educate your new staffs based on your reply.
I've had great experience with the old staffs before covid. I miss them. But while covid still exists, I may be opting for other restaurants meanwhile, as I don't see a solution being proposed to address my concern. I don't like to bring race to the conversation, but I also hope you and your staff are not discriminating because I am an Asian woman. I certainly hope my sharing of my experience today will bring forth better changes to your restaurant. Well wishes during a tough time like this. read more