Hecho en Mexico Brighton — Restaurant in Melbourne

First time customer last night, booking was 7pm staff came round 4 times asking for drink orders then at 7:36 we had to try with difficulty to flag someone to ask if we could actually order food! When we did the waitress was hesitant to take our order as if she didn't really want us to order food yet. After 40 mins sitting there, the waitress finally took our orders to the kitchen. We got asked 3 more times about drinks and on the last time at 8:20 we asked for our actual food which was met with a nervous response from the waiter. Our food slowly started showing up almost an hr after ordering at 8:29 and by 8:45 we were all finally eating. Ridiculous it took so long for staff to take our food order and almost 2 hrs from being seated to get food. My friends and I were supposed to leave at 8:30 but couldn't because we hadn't even gotten food yet. Staff should on seating ask for drink requests and around after 5 mins ask for food orders, not never. Your customers should not have to flag people down after almost 40 mins to request food. On top of that I regret ordering the fisherman's basket, was presented poorly and didn't taste great the calamari didn't even taste or feel like calamari almost looked like crumbed potato and the prawns were tiny. The Taquitos were however delicious and I wish I'd just ordered a full plate of those. My friends onion rings were disgustingly oily too and unappetizing. Didn't get dessert because the restaurant took so long and I had to leave, we were already very late plus I didn't trust it wouldn't take another hour or even be good. So disappointed that night also felt sick from the seafood afterwards, will not bother ever going there again. Your staff need some serious retraining in waitressing and service as well as communication with diners. It's a shame this could be a great place if a few...

Let’s be clear, this pathetic score is less of a reflection on this restaurant & more pointed squarely at their chosen Delivery service MENULOG, who is doing this restaurant a MASSIVE disservice by not getting drivers organised for “Delivery” orders in a timely fashion. It’s a Sunday night for crying out loud, we’d ordered by 6:30pm!! ..Over half an hour later we still hadn’t even received even a basic confirmation of our order!! Finally we get a message (7:10pm) from Menulog to advise of the delay being that had not yet ‘assigned’ a Delivery Driver to our Order, which means the Restaurant cannot even begin cooking the food!.....Another message to say our Food would be delivered by “Estimated”:-7:27pm, this soon changed to a postponed time of 7:47pm, still no Driver assigned!.....Now we have a “Live chat” going with their “Help” people Online, who’s best suggestion was to offer us a refund & cancel our Order, Not very helpful for Us, Or the poor Restaurant!! Oh, and they graciously offered us a $5 Voucher off our next order-How ridiculous & insulting. The most disappointing part is we endured this exact scenario last Sunday night whilst ordering via the Carnegie store. We hadn’t had this happen via the Brighton store. Now we know where the REAL problems lie, with MENULOG!! ...We will be stoping any further deliveries (and warming our friends & family) with restaurants who use this Menulog Service as its clearly got some major issues, not being able to do the ONLY task, the ONLY SERVICE they offer & that’s DELIVER FOOD, for which they have massively FAILED at in circumstances that absolutely do not warrant such a dismal performance!! It’s now 8:30pm and we still haven’t received our order.....absolutely...

Made an online order and when I went to pick it up, the order was not there.

The store decided to give my online order to somebody else and refused to either re-make my order or refund my charge.

The store staff thought it was a good idea to put the onus and responsibility on me to sort out the order that they had clearly made a mistake on.

Just because the store uses a third party to take an order, doesn't mean that the store is not responsible for customer service - especially when the store makes the mistake, not the third party or the customer.

Making a mistake on an order, while inconvenient, is understandable, however placing responsibility on the customer who had no control over the mistake is unacceptable.

Follow up:

Although your staff admitted giving the order to another person who claimed "Doordash", you still went ahead with charging my credit card (or not cancelling my order with Doordash) even after I put through the claim of not receiving any of my items with Doordash.

I couldn't even get your staff to process the refund at the store and the manage order functionality doesn't process refunds or have any effect of refunding orders.

The staff weren't willing to help correct the order in store, so my best option to leave feedback is via this review.

In the end, I'm left with a credit card charge without the items paid for and staff unwilling to help.

Would be more than happy to upload transaction evidence if my review seems...