I almost never make a bad review but this type of service requires it. I use to LOVE this restaurant, pre -covid 19. Since this restaurant has reopened, on four separate occasions, I have experienced missing items from orders, slow delivery and dismal customer service. As for today's incident, I pre-ordered from Grubhub for a 4:45pm delivery. The order consisted of 2 shrimp taco salads, 2 shrimp tacos, shrimp nachos amd a frozen margarita. An $80 food order ( I usually order once per week and my orders range from $60 - $100). Around 5pm the delivery guy calls to announce he had arrived. I tell him to leave it at the top of the steps behind white flowerpot ( as per contact delivery request). The fellow had heavy accents and didnt seem to understand English well, needless to say he left the food on top of the flowerpot at the top of the steps for all to see. When I checked the order the margarita was missing. YES, the margarita!! THIS HAS HAPPENED BEFORE ( it usually winds up with them issuing me a credit because they dont have time to come back and deliver it...sad but true, to busy or unwilling to deliver $20 margarita). I immediately call Gueros and tell the young woman who answered the phone on 9/17/2020 around 5:14pm the problem with my order. At this point I want more than "oh, we messed up" and ask to speak with a manager. I am told the manager, Lisa, is not there but will be in tomorrow. I ask what is going on with the restaurant, my last four order have all been messed up. The young woman proceeds to talk over me and tell me " it not my fault, I put it with the order. It was two bags, the delivery person must have messed up and not seen it. It's not up to us to do everything. The delivery people have a responsiblity too and if you want to make sure your order is right then you can pick it up (now, excuse me for being elitist here BUT if I'm paying you for a serice I would think that your going to provide the service however I choose to have it...the one paying gets to decide that...if you dont know now you know). I never accused anyone in particular of messing up the order but this young woman became so defensive it was ridiculous (she even suggested that I write a review on Yelp....as you see I took her up on her suggestion...I'm sure her coworkers, boss, customers, potential customers and the competition small restaurant greatly appreciate her suggestion...it's almost as good for business as being a restaurant employee heard telling an exterminator he needs to come quick because the restaurant has a roach and rat infestation, in the middle of a crowded restaurant). Bottomline, the service and customer service has left with the pandemic. There are too many small restaurant out there that have been lost and that are struggling to survive to have to deal with this unprofessional crap. I'll take my $$ elsewhere, to a business that appreciates my business and is competent enough to fill a simple food order without catching a defensive attitude. For the young woman, a word of advice...since no one ever told you I will. If you work in a restaurant you work together as a team...if one teammate messes up it reflects on the whole team.
Update: later in the evening g when ai went to eat the shrimp nachos, discovered they hadn't pack fried shrimp. I called back the restaurant. The young woman, Gabriella, picked up the phone and told me to speak with her manager tomorrow, she couldnt make me happy and didnt want to deal with it. read more