On 4/3/2013. Worst Experience Ever !!! Abysmal service, awful attitude by an extremely rude waiter and useless "manager". Mediocre food. Stay away !
Worked in restaurants for over twelve years in pretty much every capacity; server, bartender, runner, busser, host, you name it. For the past 5 years I have been a manager, I love good food, great service and dining out.
"El Chucho" came highly recommended by a friend, whom along with a friend of his, joined myself and my wife on this culinary misadventure. I was not particularly hungry, as we were coming from a birthday party were we had too much cake, but I was none the less excited to try "El Chucho".
We arrived at 945pm, the lower dining room had no room for four, so the hostess showed us to the upstairs patio, which was very chilly despite two heaters. We took the table, which sat next to a very drafty faux window with a big gap in the middle of the two window shutters, pretty far away from the two meager heat lamps. The hostess warned us, that if we were not done eating by 11pm, we would have to move downstairs because the patio closed at 11pm. Kind of off putting, but ok.
The server came by, a young fellow with longer dark hair and a beard. The first thing he told us, without even introducing himself, was that the kitchen was going to close at ten, and that after ten we could only have tacos, chips and salsa and that we basically had to hurry and order. It was 945, and my friend and his buddy were still parking, so I said that we were waiting for two more.
At this point the server, without asking us, decided to move our table (mind you my wife and I were already sitting at it) in order to gives us more room, but really placing us farther away from the already too far away heaters and completely in front of the drafty window crack.
At 950pm, my friend and his buddy entered and sat down. My friend was sitting right beside the window crack with the cold air draft shooting directly at his face. We slid the table back and the problem was solved.
The server returned, and intimated us to order, so we did My wife ordered the "Elote" and a torta with ham, and my friends ordered tacos. I didn't order anything because I was not feeling that hungry.
In about 5 minutes the Elote and the tacos came out. Everyone started eating, and eventually I tried my wife's Elote and found it very good. So I looked at my watch and saw that it's 10:05pm. Our server came back to check on us; remembering what he had told us in the beginning, I politely asked if it were possible to have another order of Elote, and he just said "no, it not possible". Ok, it was worth a try.
Everyone kept eating and enjoying their food, at around 10:24pm, our server comes back with 2 orders of Elote. As he walked towards us I was foolishly thinking to myself that maybe he was able to get us an order, but no. He walked past us and dropped them on the table behind us saying "sometimes the magic happens" to which one of the guests at that table replied "I guess you must really like us" .
We all hear this exchange from our table, and were kind of surprised. The server comes back to us, and asks how we are doing, I reply not very good. He asked if there's a problem, I replied by asking how it was possible since the kitchen was closed, that the other table could get not one but 2 Elote at 10:25pm, when it was not possible to have one at 10:05pm and it only took 5 minutes to make(since the first arrived immediately).
He had no answer, so I rhetorically asked if the magic only worked for certain customers and not all, because clearly they had ordered way after 10pm. He said nothing to the effect or to resolve the situation, so I reiterated that everyone should be treated the same way and I closed by saying that in the end the customer is always right to which he replied "not in here, they are not".
All of that upset my wife that stopped eating her food because she could not believe the situation. My two other friends were also pretty shocked, but they were still trying to make the most of it. The waiter came back one more time and, we assume at this point just to add insult to injury when he asked us again how we were doing.
I answered that I wasn't happy, to which he replied ; " I know you are not happy, I don't care, how is everyone else ? " to which we clarified, that no one was happy, given the horrible service given. He asked if he could bring the check, to which my wife said that she would not pay for such a terrible experience, so he grabbed my two friends' plates with food, food that by the way they were still eating, and said "fine, don't pay, I'll pay for it" .
As he was leaving, I asked him if he owned the place, he said that he didn't, so I inquired for a manager or the owner.
A gentleman with a beanie hat came by and identified himself has the manager on duty, he tried to apologize to us and asked to please not write them off as a restaurant; unfortunately the "magic" won't happen. read more