Complaints

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• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a very bad experience this past weekend, on the phone I placed an order for Menudo and asked for Hominy and he asked me if I wanted the foot(pata) and I said yes also I asked for 2 chicken tacos, I shortly picked up my order when I got home the Menudo had no Hominy and no foot(pata) also the chicken in the taco was dried with no flavor, I called immediately and explained what happened to me and he apologized but couldn't do anything about and took my phone number for a Manager to call me this Tuesday and never received a call at all, I took it upon myself to call El Faro II and spoke to a Manager ****** and I explained my issue and she said I never got charged for the Hominy and there was no more foot(****) left and I responded the guy on the phone didn't disclose that to me but he apologized. ****** began to give me an attitude telling me she can't replace the order because I never got charged for the Hominy and I repeatedly said that's not the point I didn't get what I ordered and was unhappy and her attitude got worst and I commented all Mexican Restaurants always put Hominy in a Menudo including in ****** and I also mentioned other Mexican Restaurants locally and she responded "why don't I go there then" finally I asked her what can we do to resolve this and she said she'll give me two tacos and I responded I'm concerned about the Menudo and she replied "I'm not going to replace the Menudo free no way" then her attitude escalated and I said I would give a bad review and rating and she answered "that's fine" with no remorse or make a customer happy. This ******************** is never busy at all on an every day basis and I advise people that know ******* food not to eat there and poor customer service with a poor Manager with attitude. ****** would not resolve nor refund me for the incorrect order or replacement. Total bill I paid in Cash was $16.71

  Business Response

  Date: 11/29/2022

  I first want to state that this is a case of expectation versus actually received. Also, we have a refund policy, in which, if you want money back, you need to return the food in question. That being said, this case with this customer is they expected to have a menudo with hominy. We have been in business for over 40 years with two restaurants and we have never stated or made our menudo with hominy. Usually when a customer wants it, they request it, and are charged for it, as many other customers have in the past and never assumed it was made a certain way. We have relationships with other restaurants that also do not make it that way, and if they do, they are priced higher. Our menudo is priced at $8.99 for a 32oz in which he received. We offered to refund them if they brought back the food, but they refused. When the customer was denied the refund, they started with the attitude. They stated that restaurants around the area, which charged ~$10 more than us, have hominy, and continue to mention local Mexican locations on 26th street, which to be fair, does have restaurants that make it that way; but doesnt give the right to assume all restaurants do. When raising their voice and tone and continuing to mention said restaurants, the manager stated that, why dont you go there then? That was the only response to be given since they continued to keep listing the restaurants as a way to sway or make us feel bad for not providing a dish that they expected. Not everyone makes certain dishes the same way. Many restaurants have their own recipes, especially when it comes to soups and stews, but this customer didnt seem to understand that. When offered to replace the tacos too, as we usually offer to replace any issues that occurred, and this customer started giving the manager, bad attitude, talked bad about our food in general, talked bad about the restaurant, tried to guilt us by comparisons, questioned our heritage with our food, and then threaten with a bad review if they didnt get refund. The manager, ******, is 54 years old, and recently had two strokes, is usually a very patient person and receives nothing but praise from employees; so it does take a lot for her to get a certain way. So once they were refused the refund, and responded with a type of intimation and guilt, she got fairly annoyed and responded so, just so the customer can stop yelling at her. Once again, we did offer the refund, but they refused to bring back the food, and got mad with the expectation that a certain dish that we never stated was made the way they are used to.  

  
  

  *************************

  El Faro 2 Manager 

  ************ (cell)

  ************ (work)

  3422 ************

  *********, ** 60546