It isn't often that I feel an establishment has earned a one star review. If I do, it'll always be the result of extremely bad service, sanitation, or food quality. In the case of La Cuchara, it boils down to the service and the food.
I used to describe La Cuchara as a hidden gem, with top notch service and delicious food. Nothing but great things to say and would recommend them to just about everyone. Unfortunately, after ordering a new-to-me menue item that I thought I loved; only to find out the four times I attempted to order it again, I would be given a burrito by the same name but made differently every time. Every time the burrito got further and further away from the way it was supposed to be made. Finally ending in a burrito that seemed to be filled with table scraps, obviously things have changed. sauce, and nothing else. I ate it, I was too tired to go back out, it wasn't gross, it just wasn't what I ordered and for almost $16 for a burrito I was disappointed.
That being said, my last order at La Cuchara, I explained my previous experiences with the menu item to the owner and verified what was supposed to be in it, after making it clear that I wasn't expecting anything for free, I then ordered two of the burritos. The owner explained that in the future, that I should reach out to them the day it happens so that they can address with the the person who cooked it. He apologised, stated that he couldn't give it to me for free (I hadn't asked or insinuated that I was expecting anything for free). I said that's okay, but I wanted to place the order for two, to-go. I give him my card, I'm waiting and playing solitaire on my phone, he says somethings wrong with my chip as he hands me the card back and goes to make my order. When it's done, he hands me the food and I leave. I get home and start to eat the burrito, and this time there are black beans (I did not order), no lettuce, no sour cream, and it looks like someone just took dinner scraps and mixed it all into the burrito and put three fries inside. I hate beans in burritos. My partner wasn't happy but picked over hers. I couldn't eat it, it was mushy, and not what I was expecting. So I took it back, just mine. I explained that it lacked a lot and had black beans in it and that I just wanted it made the way it was supposed to be, based on past interaction, I wasn't expecting any confrontation, because I was doing what he said to do if it wasn't done right. . He then tells me that he didn't charge me for them, as if I knew that. Which I didn't because after handing him my card and taking food I made the assumption that I'd paid, after all, that was the expectation. I thank him, inform him that I didn't know that, and because I want what I want, I will pay for this one, because I wasn't expecting the last to have been free.
He wrote down the order, walked it to the back, and while he was away, I started looking my phone, he returned and said something I didn't hear. Turns out to have been that I'll have to pay for this burrito, at which my partner said "yes, that's fine," because I wasn't paying attention. His response to her was, "No one's talking to you." Yeah, and in tone you're imagining. My head popped up so fast. This dude took a calm, yet uncomfortable moment, and made it unnecessarily hostile. Before I could say something, my partner responded, "making it clear that it wasn't her intention to come off in a negative way, so there's no reason to tell me to mind my own business." Y'all, she didn't give him any attitude when she said it was fine that we had to pay for it. He followed up with how this was a conversation between us (he and I) and that she wasn't involved in the matter, so there was no need for her to talk. Understandably, she was offended. Him escalating a situation from uncomfortable-yet solution oriented, where the solution was ACTUALLY reached. To him, talking out of his ass when the person who would've been paying for the food not only acknowledges the agreed upon terms. As we were unmistakably willing to pay for the free burritos he provided prior plus the one currently on order. As a result, I cancelled my order. While doing so, his response was, "so now you're going to have me waste another burrito?" At which point I responded, "the window of us caring about your bottom line has past. That's on you." In the end, I couldn't accept the manner in which he spoke to my partner. We were coming from a place of calmness and cooperation. Yet, for whatever reason, he chose to escalate the situation AFTER a solution had been achieved.
-just because a business owner comps something in response to a mess-up on their end, doesn't mean the customer is obligated to simply take what they're given as the comp item. The whole point of the comp is to demonstrate that the correction was made and that they value your dollar as much as you value their service.-
Will we go back? No. read more