The most underwhelming and disappointing customer service experience you could dream of !
I had tried the Fridas in Seaford, I loved the food but I was a little bothered by the service and understaffing. I figured maybe this one would be better. But trying on Cinco De Mayo boy was I wrong. What I don't understand is after years of business how do you not have any organization or staffing for a holiday that you know is going to be packed!!!
We had an 8pm reservation, we walked in to see a nicely dressed man who seemed to be a host/manager along with a young girl who seemed to be in charge of take out only. The host stand had people surrounding it who didn't seem happy. Ahead of us was at least 2 couples and a group of 3 girls, then there was a whole crowd pushing behind us to get in. I looked into the large restaurant to see multiple tables empty, but not bussed. I also looked around to see servers and saw maybe 2-3 for a restaurant with that many tables and a whole outside being sat that is RIDICULOUS. Anyway, a woman comes in behind me and asks how long for a walk in, she says to the younger girl " We're only 2, it shouldn't be that long right??" Idk lady but read the room you don't see everyone else waiting. Anyway it was about 8:25 we were waiting over 20 minutes, one of the original couples waiting walked out and more and more reservations kept checking in. People were getting very frustrated understandably so. The walk in lady and her husband now go up to the host stand and say something, I'm assuming something pushy because it worked because and they got to skip our reservation and all the other reservations waiting!!!! The host had no idea what he was doing, he was clearly overwhelmed. He came back and I mentioned that he just sat a walk in when we've been waiting for our reservation for close to 30 minutes at this point?? He asks my name again as if I hadn't already checked in and then says 2 minutes.
We finally get sat and we're starving. It takes over 10 minutes before we get ANYTHING, no water no chips no server. 10-15 minutes in our server drops chips and only chips. A 4 top sat right next to us sits about 5 minutes after us and seems to be experiencing the same lack of service. I don't blame our server bc he seemed to have over 15 tables at once which is INSANE. WHAT IS MANAGMENT DOING?? Anyway we finally get water 20 minutes in and my boyfriend's water is legitimately brown/yellow. It took about 15 minutes to replace that. The server came to introduce himself about 20 minutes in and I asked to place everything because I didn't want to wait hours for our food. The table next to us actually got to place drinks first but not food. So we order everything drinks, apps, entrees. About 20 more minutes pass and no drinks the server mentions the bar is backed up. Shortly after our queso fundito comes out with no tortillas we also don't have utensils. I'd say after 30 minutes of waiting the table next to us got drinks but we still have none. We had to ask for the tortillas and utensils from someone walking by. Then about 20 minutes later our food comes out and still no drinks. At this point multiple tables that came after us had drinks so I informed the waiter of that and we finally get the drinks after half way into our entrees. My whole experience was ruined at this point. The table next to us was now fuming because its been over an hour since they ordered food and they got no food beside from their apps. I saw new tables sitting and looking around for service too. It was a disaster hidden in loud DJ music.
Not to mention it was this busy the whole night and after seating all the reservations management disappeared and barely helped the staff. We saw him staying in the back, because we were looking for him so we can complain. Finally my boyfriend goes up to the younger host to ask to speak to either the manager or our server because no-one was coming up to us so we could pay or ask for the drinks off. My boyfriend spoke to the server who he said was very nice about the situation and fully apologized. He did comp the drinks rightfully so considering we waited 1 hour for them. What was unprofessional was the female server who went up to our male server and aggressively said in Spanish " You're giving him free dessert too!!!!!!" Not knowing or not caring that my boyfriend speaks Spanish. My boyfriend responded he's actually not but she was already storming away. HOW UNPROFESSIONAL to reprimand a coworker in front of a customer about the customer??? And to be upset about customers getting something free when the service has been TERRIBLE, that girl needs a reality check. My boyfriend and I were in food service for years, I personally served at two Mexican restaurants during cinco de mayo and I would have been mortified to give the service this place gave. Anyway, I don't blame our waiter, he was nice and did the best he could given the circumstances. Management needs IMPROVEMENT. read more