Che Churros & Empanadas — Restaurant in Montreal

Unpleasant experience. Last visit!

I have been a loyal customer all through the pandemic when I rode my bike and ordered through your window. I don’t live close by and ride my bike often. Today, I rode my bike and brought it into restaurant as I have done in the past in the summer. I placed an order for just under $19 and asked for it to go. I then chose to have one empanada at your counter where people eat. As I was opening the bag, while standing, I was told by one of your employees that I could eat inside but I couldn’t have my bike inside because “it’s too big.” I told her that this is no way to treat customers. I explained I didn’t have a bike lock on me, I didn’t even pull out a chair, I was going to have one empanada and then leave. I also told her that I won’t leave my bike outside without a bike lock. Furthermore, I told her that she chose to let me order and to get my business without mentioning that no bikes were allowed inside. If this is your policy, then state your policy in writing and inform customers when they walk in rather than making a stink about it after the customer has given you business. Although she apologized a few times, she explained that then she would have to make an exception for all other customers. I reminded her that her store was empty. I was the only customer in it until two customers then came in while I was waiting for my order. I also informed her that no where does it state on your door that bicycles aren’t allowed inside. Obviously, if it had been crowded, I wouldn’t have stopped by in the first place as I cannot leave my bicycle outside. This was no way to treat a customer who gives you business. It was an unpleasant experience and as I reminded the employee, this was my last visit. I have also shared today’s experience with family and friends who won’t be stopping by anymore to give you their business. I am hoping that your employee reflects on today’s situation and moving forward treats customers with respect and understanding. Be transparent with all policies. It is unfair to be selective when...

EDIT: I appreciate the restaurant owner responding to my below post (see response) but I really don't appreciate the owner lying. I certainly did not "refuse" the order for the price adjustment. I of course would have accepted it! It's only 50 cents! Rather, I was told that they could not make the price adjustment because of the Uber App and they could not give me the sauce as a courtesy. I understand it is not "convenient" to make exceptions, but I was hoping one could be made because I'm a long term, loyal customer and I thought they valued my business. In any case, I'll be buying empanadas from another shop, and I hope Che Churros will try to do better for their customers in the future.

ORIGINAL POST:

I've enjoyed this place for a long time and the food is great but I'm giving it a bad review here because of customer service today. I ordered via Ubereats and forgot to include an order for some sauce (50 cents). I called them and asked if they could toss it in; I wasn't able to change my order at that point. They told me the boss said no because I didn't pay for it. They admitted I was a good, long term customer but still no. I can't believe this restaurant would prefer to lose a long-term customer and get a bad review than simply toss in a 50 cent sauce for free. I want to support these places with Covid restrictions coming back, but not when they treat loyal customers so bad. Really, it's...

Based on the recipients' impressions, the churros are really good & freshly made. I'd recommend this place because of their excellent customer service, high quality/consistent product, large selection of filled churros including savoury, & great value. This morning I came across Che Churros & Empanadas' website & emailed them to request a large assortment of churros to be delivered same day/today. Eduardo replied within the hour & we discussed how many of each flavour, delivery times, payment, etc. Originally I'd wanted the same amount of each variety but Eduardo recommended the dulce de leche churros are the favourites & I might want to have more of those on hand. I trusted his expertise & arranged delivery time for this evening.

The birthday girl & friends loved the churros. They were still warm upon arrival so I guess they were made to order. All agreed dulce de leche are the best, though all flavours were very good: custard, strawberry, Nutella, parmesano, grilled/melted cheese. I saw pics & they look delicious.

Eduardo, Juliana, et al., thank you for fulfilling this special order on short notice & making it a memorable birthday treat for the recipient. I plan to visit Che to sample the churros next time we're in town & once there are less COVID...