Mexico Silverdale — Restaurant in Hibiscus and Bays

I had such a bad experience at Mexico Silverdale. The food was okay but very expensive for the portion size. When I went to pay, they mistakenly didn’t apply the First Table 50% off discount to the bill. I went back, and they apologised, saying they would deposit the money into my bank account. I left my details, and they told me it would take a couple of days.

I waited, but the money never came. I had to call multiple times to follow up, and each time they told me, “We’ll do it tomorrow night,” giving me the same excuse over and over. Eventually, they asked me to come in and collect the cash. I questioned why that wasn’t offered as an option in the first place. I told them to just deposit the refund, as I don’t live in the area.

I then went out of town for almost two weeks—still no money, and no one from the restaurant tried to contact me. It felt extremely dodgy, and I couldn’t believe the lack of communication or accountability. I called again and said I was very upset and found the situation ridiculous. The manager at the restaurant was incredibly rude and sexist, the way he spoke to me, tried to twist the situation, and shift the blame was honestly mind-blowing.

After the call ended, the owner phoned me back and apologised, but it was clear he wasn’t really listening to what I had to say. I originally just wanted my refund, but the situation blew up into a much bigger issue. After all that, the best the owner could offer was a free dessert the next time I visited the restaurant.

The money has finally been received, however I’ve never experienced this amount of drama and poor customer service skills.

If you choose to dine at this...

What an atrocious customer service, absolutely disgusting. The worst customer service I've ever encountered in my life. Brought my team in for lunch today and the attitude that we were approached by was not accommodating at all, Cleo (Which I managed to get her name later) who is the manager on duty today made sure that we were treated like peasants. Got the wrong order I was charged extra for a meal that was not ordered by us, putting the food on the table with agitation almost felt like she was going to throw it at us. Perhaps she thought that she was above us and didn't really want to serve us? When I brought up the issue with the additional meal she responded rudely "Well it was on your table and you need to pay", I responded that wasn't very nice to say, and said I don't think you are listening I had no issue with making the payment I had an issue with her not listening and taking the right order. Again no apology she just continued and said thanks and turned away. I truly feel for the owner in this harsh economy you need the right staff to keep your business going and people like that don't help. I suggest That you need to look at your management staff as they are the face of your restaurant. Reading through some of the review comments I see a pattern with a similar behavior towards customers. This is a regular place that my family and I come to and with today's experience there is no way I'll be coming back to this place. She had 0 Customer skills, Customer Service is everything if you don't have it then expect to lose business...

Silverdale branch. Grubby dirty seats with dried on sauce and crumbs so had to ask for them to be cleaned before we could sit down . Front of house man took our drinks order but not our food order. After waiting for a while and seeing the only other couple in restaurant, who arrived after us, had already been served their food, I just went up to bar to order our food with a lovely waitress. Front of house man told me to go and sit down and barked at lovely waitress saying she should have gone to the table. I said I’m here now so you might as well take my order. He wouldn’t take it and told me to sit down. Felt like a telling off! Food was average. Would have been nice to have some fresh lime and cilantro as I would normally expect at a Mexican. We had the ceviche, chicken and cauliflower and burrito which were nice but too salty hence we were full and didn’t start the burrito. Asked if we could take it away. Front of house man said we would have to pay full price to take it away as First Table rules state that you have to eat everything and cannot take it away. So I said we’ll leave it then and he said we would still have to pay full price for any dishes we don’t eat. Apparently it’s to stop people over ordering. So I said ‘ this food is going to waste or landfill , and we still have to pay for it’ to which he replied ‘yes, but my staff will eat it’ This has to be the worst hospo service I have ever encountered. Not the fun and friendly atmosphere of the other...