El Picante Mexican Grill Ltd — Restaurant in England

I am writing to formally express my concern regarding a distressing experience I had with your restaurant on Saturday, December 7th. My wife and I ordered a takeaway meal with the expectation of enjoying a safe and satisfying dining experience. Unfortunately, this was far from the reality we encountered. My wife, who has a gluten allergy, ordered the Sizzling Chicken Fajitas, while I opted for the Barbacoa Tacos. Upon bringing the food home, my wife discovered that her corn tortillas were undercooked, so she decided to eat only the chicken and left the tortillas aside. I proceeded to eat my tacos, which appeared to be fine at the time. Regrettably, that evening, both my wife and I became seriously unwell, experiencing severe diarrhoea and, in my case, a fever as well. The discomfort persisted throughout the entire weekend. On Monday, I attempted to contact your restaurant to report this incident and received no response until I finally spoke with the manager, Elie S, the following Thursday. During our conversation, I was disheartened by the lack of empathy and understanding regarding my situation. Instead of addressing my concerns about the food poisoning we experienced after consuming your restaurant's meals, Elie questioned whether I had taken a stool sample to my GP for analysis. I was taken aback by this suggestion; it seemed inappropriate and irrelevant given the clear cause-and-effect relationship between your food and our sudden illness. Furthermore, Elie proposed the possibility that I may have contracted norovirus, despite my clear indication that our symptoms manifested immediately after eating your food. This response felt dismissive and undermined my integrity as a customer. I am dismayed that I was made to feel as though I was seeking a free meal rather than addressing a serious health concern. It is essential to bring this matter to your attention, not only for my sake but also to warn other potential customers. It is concerning to think that complaints may fall on deaf ears, as it seems your establishment is not interested in taking responsibility for the health and safety of your patrons. I am now compelled to contact my local authority to ensure they are aware of this incident and can conduct their own investigation into your food safety practices. I sincerely hope that you will take this complaint seriously and that you will make the necessary improvements to prevent future incidents. I look forward to your prompt response regarding how you plan to address this issue....

Host lovely and accommodating. Was excited to visit a genuine Mexican restaurant and not a chain, but sadly food was not up to par compared to a chain even, like Nana Mexico/Chilango/Chiquito.

First the burger was good, the ground beef had a good texture in the patty. The rest not so much

The burrito was the worst one I've ever eaten. Rice tasted like m reheated rice(probably prepared a day before). Missing the refried beans even though their image shows it in menu,( description omits the beans, so my bad in reading, but was expecting something along the image). Beef was chewy, so either overcooked /reheated/ cheap cut.

A standard burrito my whole life has always had beans.

French fries were actually 3/8 cut chips(typical kebab shop size ) and not actual french fries. Fried on old oil, as tasted and dark in colour.

Calamari starter was just basic squid rings, frozen type my guess.

Usually not one to leave a poor review, but really disappointed by the burrito, one of the main staples of a Mexican menu.

Would have mentioned, but we were too hungry, hot and bothered( too hot outside and warm inside). From experience owners/managers tend to deny the feedback you give in person or make excuses for the restaurant short comings, a...

Arrived at 8.10 on a boiling hot evening and were shown upstairs where 3 tables with a total of 15 people were front of us with no sign of food on their tables. It's now 9.15 and no sign of any food on ANY table whatsoever despite 3 separate people having complained. By 9.30 there was STILL no sign of any food for anyone on any table.

After an 1hr 20 mins in the melting and boiling heat, uncomfortably hot (no air con here) and very hungry with not ONE single item of food appearing ANYWHERE we made a massive complaint and left disgusted.

Apparently we were told that all the orders for the first floor for the entire upstairs had been forgotten about. It seemed like they only service those that they can physically see as the ground floor was being fully serviced and food was flying out !!!!!!

Our complaint is NOT about the food AS WE NEVER GOT TO TASTE IT, but about the gross mismanagement and the inefficient running of a restaurant and needless to say we will not be returning.

If you do go there and you are shown upstairs then be very afraid and order yourself a breakfast .... you...