I actually really like the food (except the chips/salsa - bland). I don't know whether or not it's "authentic" but I, personally, really like the taste and find myself craving it every once in awhile (my usual is the chicken flauta dinner - comes with 4 flautas, side portions of refried beans and rice and a little sour cream, lettuce, guacamole, diced tomatoes - all for $7.50). However, while the food's good and decently priced, I have issues with the service, which is what my review will focus on. I've probably dined in/ordered out a grand total of 15 times since I moved here 4 years ago and at least half (if not more) of those times something went wrong with the service.
Though I've dined in quite a few times (and had some negative experiences -- for instance, the very first time I dined there they wouldn't give me the student discount because they had rung me up before they saw my card, though I had it out and was trying to show the cashier), I've also ordered out from them quite a bit. Three times they forgot to include items I had ordered and paid for. Today, I just ordered a meal to go (which is what prompted this review) including a side of guacamole dip priced at $2.60 that they left out. When looking at the hand-written order they included in my bag of food, I noticed the person who wrote the order down had included the null symbol before my dip. Thinking about this I realized this has happened at least 1 other time -- where I ordered something, they "forgot" to include it, and then upon looking at the hand-written order later there was a null symbol before the item. I can only guess as to who's pocketing (or attempting to pocket) the money. However, I called tonight and they said I could pick up the side of guacamole either tonight or tomorrow, so we'll see what happens when I go to pick it up (at least they acknowledged the mistake).
Last time I ordered items to go I ordered 2 chicken flauta dinners. When I went to pick it up, I was told that I had never specified which kind of flauta (though I did, I'm sure of it) so they gave me half chicken, half beef. Even though I'm positive I told them which kind of flauta, it still doesn't make sense to me that they would just randomly give me half/half when all they had to do was call me back and ask me (they had my name and phone number). They expected me to be okay with what they gave me, even though I was paying (and tipping) full price.
Also, for those of you who are interested in ordering food to go from this restaurant: they include a 15-20% tip in the price. No, they did not tell me this before ordering or even before paying. When I received the total (the 3 items I bought, for 2 people, totaled $17.60, but I was charged $21.86) I noticed the discrepancy and asked if they included the tip in the price. The cashier said yes but didn't offer any other explanation.
While this is a topic that's been debated (whether or not to give a tip when ordering food to go) I have 2 issues with how Los Potrillos handled this situation. First of all, I have no problem with restaurants charging a little extra for to-go orders since they also have to account for the containers your food is being packed in, as well as the fact that the server who put together the order won't get a tip like they normally would if the person was dining in. However, this should be explicitly told to the person who is ordering food to go - either on the phone when they are ordering or it should be written on their takeout menus that they add a tip, whatever percentage it is, to the price. I was never told until I asked and I still don't know exactly how much they charged me extra since they don't give itemized receipts when ordering food to go. Second - I'm not all that comfortable with how much they want me to tip. I'm fine with tipping around 10% for to-go orders, and even more if it was particularly great service, but since I don't have a choice with Los Potrillos I'm stuck giving them a big tip - even when my order isn't correct or isn't ready to go.
As much as I like the food and keep giving it a second chance, I think I'm just done with this restaurant. I don't trust the servers/cashiers anymore and feel like I've been taken advantage of. To those of you eating/ordering from Los Potrillos, I caution you to double-check your receipts and your bags of food before leaving. I've never felt ripped off by a restaurant before, but it's been my consistent experience at this particular restaurant. Maybe I've just had the unfortunate luck to deal with the few bad seeds working there (as I'm sure the majority of the employees aren't like this), but as someone who doesn't make a lot of money myself (and as someone who always tries to leave a decent tip) I honestly can't afford to be consistently ripped off -- it adds up after awhile. ETA: and they messed this latest order up even more - got 2 chicken/ 2 beef flautas when I ordered 4 chicken. What's the deal? read more