El Mexicana — Restaurant in Elmbridge

We ordered 2 Burritos and 2 lots of churros and 2 hot chocolate drinks.

There were only 2 people in front of us so the restaurant was not busy.

However we waited nearly 30 min for our food order and watched them making our burritos first and then they made the churros which got placed on the counter and was left for at least 15 mins whilst they made other customers orders. I had to go upto one of the staff and ask them to start making the drinks or our food would be cold. The eventually made the drinks which took another 10 mins.

By the time we sat down to eat all the food was cold. The only thing that remained hot was the drinks.

I went back to the counter and complained about the food being cold. He then said “ when we make the food it is hot” I said “yes I expect it is hot after you have made it, but as it was sat on the counter for almost 30 mins it’s going to be cold isn’t it” he nosed and said “would you like me to make it again? “ I said “no thank you, we are in a rush to get somewhere and now have no time to spare waiting another 30 mins for you to make another cold food order”

We left hungry and disappointed with no offer of a refund.

The bill came to £31.00 which was also over priced and a complete waste of...

Lack of professionalism, hygiene, training and organization define this horrible place. I say this as a customer and as a Deliveroo delivery person. Isn't there a manager checking the quality of this place? Horrible service, dirty environment full of spreadable grease. Churros taste like old grease, packaging full of grease due to lack of changing gloves. I make deliveries for Deliveroo and arrive at the establishment where I wait for 20 minutes because it is on the M25. I arrive at the location where the customer's order has not even started to be prepared. The employees simply do not pack the customer's food, only handing over the bag and loose food, for me to pack myself. Another time the employee did not know how to pack, when all he had to do was place the food packaging horizontally and ask me not to turn it over. I had to pick up the bag myself and show him how to pack it so I could hear later (wow, you are so smart). This was not just once, as it happens frequently when I come to collect an order from this establishment. Where is the good training for these employees? Horrible quality, I do not recommend it and I...

That coffee come broke at the bottom not even started drinking coffee. Not even had a 1 sip started running through the bottom of cup mess up my truck gladly quickly sticked coffee outside then cup bottom fell of !!!!! Not safe !!!! Lucky didn’t burns myself. Left with no coffee and £3 basically in the bin. Shouldn’t bother. Place not busy and staff seemed like both are fed up of their job miserable. I asked at the beginning to advise which burrito would be with chicken waitress said I have to look at the menus .. then I see there is nobody there so asked again maybe she could advise something. She said I have to order from screen and she didn’t offer her help to use it . It was frustrating. Othe guy next to me felt to same ordering on screen and staff just standing with blank faces. Thanks for nothing!!!! I wish I went to Mc Donald to get coffee at least had a coffee now. Please see photos white dot on the floor is...