La Chingada Mexican Food ( Surrey Quays) — Restaurant in London

Edit 1: since I can't reply direct to the owner. Original response from owner: Response from the owner 9 minutes ago You were late, rude, demanded items not on the menu, and ordered in parts. You didn't pay attention to the waiting staff. You asked about the discrepancies between the menu and the website; I answered you and gave you a 10 percent discount on the total bill to account for the differences. that were just pennies always when we have a reservation of 8 people.or more we ask for a pre order In general not a great costumer So now you're saying you did have our booking? We called over an hour before our booking to confirm we would be 30 minutes late and even have an email from the restaurant to confirm the changed booking. In person the server said there must have been as issue with the booking form we filled out and it must have been sent to a different restaurant. We didn't quite believe that due to the 2 calls I had with the restaurant and the 2 emails confirmations I had however we didn't want to raise it further at the time and just wanted to eat. If you were indeed expecting us why did you ask customers already eating to move? And why did you say at the restaurant you weren't expecting us and now online for the world to see youre lying?

At NO POINT were we asked to pre-order food, not advised on the website and also not advised on the phone both times I called. I wouldn't call an £18 in person VS a £16 on website a discrepancy in pennies. And as I said in my original review, you did kindly give us a 10% discount to account for this discrepancy but there shouldn't be a discrepancy in the first place.

Only one person ordered off menu as they can be picky, we apologised for this. A few of us asked for food listed on your website which wasn't in the in person menu which you said you would honour and we thanked you for that. We were not intentionally ignoring your staff, and I can apologise now if it felt like we were.

At no point did we order in parts. The server took the order of half the table, a question was asked by someone in the middle of the table and the server walked off to find the owner to find out an answer for us. She didn't return for maybe 5 minutes but then she continued to take the order of the other half of the table once she got back. We didn't have a complaint about that as she was trying to get us an answer to our question.

I don't think any customer can be a good customer if the restaurant experience was completely different to what we expected from your website.

End of edit Food prices were more expensive than the website stated. Menu was different to the website. One person was served food 20 minutes after everyone else had finished their food

Booked for 13 people online, then I called to confirm. They said everything was good to go and booked, this was 5 days before the booking. Showed up on the day and they had no record of the booking, had a 10 minute discussion about whether they could or could not accommodate us and they decided they could.

They had to ask customers who were already eating to move so they could push enough tables together. Birthday girl was the last to be served, 1 hour after ordering and at least 20 minutes after EVERY other person at the table had FINISHED eating.

No warning about how small some dishes were and did not advise getting multiple dishes in order to have a full meal. No warning about the long wait for certain dishes.

They were kind enough to give us a 10% discount due to the confusion about the online Vs...

Mexican place recommended by my Mexican colleagues and absolutely fabulous tacos, consistent high-quality and I almost become a regular.

However, I’ve had two negative experiences with customer service.

One, as one day I ordered takeaway for lunch, I was asked to pay service charge on top of the food. After bringing up the fact that I was never charged service when I previously ordered takeaways, the staff looked confused and said they always charged service for takeaways. It wasn’t until I showed my previous purchase that the staff took the service charge out. I wouldn’t have mind paying for service if it had always been the policy. However, your policy has been precarious.

Second, as one day I went for dinner on tacos Tuesday, I was charged the original price for one of the tacos instead of £6 - the taco Tuesday price. I pushed back by saying it says on the menu that this particular tacos is indeed part of taco Tuesday but staff insisted they are not. It was a really bizarre experience as the menu was clearly in front of us, and the item I got charged the original price for was printed literally with the biggest fonts possible on the taco Tuesday menu. It almost felt as if the restaurant wanted to charge me extra on purpose…anyway, it was late at night and I was tired to argue over three quids.

My recommendation would be, on top of making consistently good food, it might be worth training your staff to provide consistently high quality customer service. It’s difficult for customers when you stopped charge service for take out one day, but start doing so the next. It also hurts your reputation that you deliberately charged me original prices for tacos that are clearly stated to be on the tacos...

I had been waiting to try this place for months. The food was exactly what I wanted. I got lengua tacos and the shrimp / octopus tostada. I would recommend those two dishes to anyone. Tacos were excellent, though they are on the smaller side, especially for the price. The tostada was delicious, and they combined interesting fruits with the seafood. It was spicy, which I have a hard time finding in London.

The issue was with the service. Those two dishes were all the food we ordered and it took 30 min to get them. We probably would have ordered more but the experience quickly went downhill. I was certain of the time because we also ordered a Modelo and I took a picture of it, so I was able to see the timestamp. Of course the modelo was mostly gone by the time I asked the waitress about our food. I was watching people get their apps and their mains, and I noticed those people had arrived after us. I asked her about this, since the dishes we ordered seemed to be the quickest things on the menu (tacos and the cold seafood salad on the tostada). It was obvious to me that the order had been forgotten, but she argued with me that all those other people had actually arrived after me. Here’s a tip - you could have just brought us some complimentary chips and salsa when you forget our order, and we would probably shut up. If even you just apologize for the mixup, i would probably be okay with it.

TLDR food is very good, but waiters need...