I took my family to Mexicali Rosa during my recent visit to Ottawa. The seven of us had pretty good customer service and enjoyed our food. We felt the portions were good despite the meals being a little pricey for a casual dining type of restaurant.
We couldn't eat all of our me so some of us requested to take the remainder with us. I know it's now a thing to drop boxes off at the table for the customer to pack up themselves but I don't think it's a good trend. I may be a little old school but I believe it should be done in the kitchen and brought back to the customer's table. That said, I not only ordered a dessert but also ordered one to go since we were staying at a hotel and I thought I may want something sweet a little later. Besides, they had my favourite, bread pudding, on the dessert menu. The waitress brought it to the table packaged in a stapled brown paper bag and the bill for the table. I thought of opening it up to put in the second box with my leftover dinner but didn't want to rip the bag open. I paid the bill and left what I believed was a good tip (over 20% tip). Once I arrived back at the hotel, I opened the bags to put the items in the fridge. To my shock and disappointment, the dessert in the bag was not what I ordered. It was a vegan peanut butter pie. It looked like an imitation Reese Peanut Butter cup.
I called the restaurant back to let them know there had been a mistake with my dessert. First, they told me the server had left for the evening and could not do anything. Then they told me no managers were available to speak with me. They gave me the option of coming back but the restaurant was closing in five minutes or getting a free dessert the next time I ate there. I explained that we would not make it on time given we were 15 minutes away by car. I also explained that I was in from out of town and was leaving the following morning. I did not anticipate being back in Ottawa for months sothe free dessert would not work in my case. Iasked if it could be dropped off since I saw theywere making deliveries while we were dining there but that was also flat out No. Lastly, I asked if they could not simply credit my card for the dessert which was under ten dollars. They refused but took my cell number stating that a manager would call me back no later than 48 hours later to discuss a resolution.
It's been over a week and I have not heard a word. I'm so disappointed in this place. Everyone I went with, lives in the area but, had never gone there before. As a result of this experience, no one will be going back there. They lost a group of new customers who would have gone back had they displayed appropriate customer service and resolved a mistake made on their end. When I lived in Ottawa, I would frequently eat at one of their other locations. I've also eaten at restaurants in different cities in Ontario. As much as I love Mexican food, I do not like poor customer service and especially when it is their error. I did Not even receive an apology. Very sad and disappointed in Mexi's. They need to Do better for their customers. read more