Monterrey Mexican Restaurant — Restaurant in Aiken County

So, I really, really don’t like to leave bad reviews. I’ve got at least a decade of food service experience under my belt. I know, things happen. Mistakes are made. If I have a complaint, I leave it there. At the restaurant. Tonight though, our experience was exceptionally bad. My wife and I had a long day and didn’t want to dirty up the dishes, so we decided to go out to Monterrey’s here in North Augusta. It was far from our first time, but I believe it may be our last. We live less than a mile away, and we meet there for family dinners and get togethers often. Again, I’m sorry, but I feel that I need to say something on principle as someone who has respect for small businesses in the foodservice industry. The owner or general manager needs to have a serious talk with the manager on duty. I have no complaints regarding my food, but the way my wife was treated was just not acceptable. We weren’t looking for a heavy meal, I ordered the shrimp tacos, and my wife ordered the papas locas with shrimp. Again, nothing was wrong with my food. My wife’s food on the other hand was not edible. The fries themselves were very over-seasoned and there were ingredients missing from the plate. Luckily, the shrimp she had ordered were acceptable, if not a bit charred on one side. We were hungry. It had been a long day. While we waited for our waiter, she ate the shrimp. I ate one of my tacos. As soon as our waiter came to check on us, my wife asked him to take her plate. He asked if something was wrong, and my wife simply and honestly stated the truth about her meal. He offered to see what he could do. Everything up until this point was fine. My wife even offered to pay for the $3 upcharge for the shrimp. The manager, however, decided that because she had eaten the shrimp in the 20 minutes it took our server to come back to our table, that we deserved to be charged for a side of shrimp which was $10. The item she had ordered was 9.25, adding the shrimp brought it to 12.25. Instead of comping the item that was inedible, she actually added $1.50 to the cost of my wife’s meal before deducting a ‘discount’ of 1.48. My wife realized the total seemed a bit high for 1 entree and a couple of drinks and locked her card before the waiter could run the transaction. She then asked our waiter to speak to the manager who then had the audacity to rudely defend her ‘logic’ to my wife at our table. Typically when we eat here with family, we spend hundreds of dollars in an hour. The $10 is not the issue. The issue is this particular manager (who’s name I recorded in the original draft of this review, but removed out of decency) and our experience tonight. We won’t be back unless we’re forced to by family, but not without making at least a dozen other suggestions first. And as those of us who have worked in the restaurant business know, it only takes a customer having one bad experience. After that, it’s the only thing they remember about a place when someone asks them about it. Their answer becomes ‘I remember this one awful night I had there…’. Yea. I know what I’ll be saying...

When I arrived my party had already been there for a bit. Though they mentioned the wait was not very long. We also got given a table within 5 minutes of my arrival.

We got seated and waited for everyone to arrive before ordering. During this time we were given plenty of chips, and both kinds of dips that were served. Any time we ran out another bowl was brought without even having to ask.

Around five to ten minutes after we all arrived and talked a bit we were asked about our order. I had ordered stuffed peppers with rice and beans. It probably took fifteen to twenty minutes to arrive. Which considering how busy it was and I was one of two parties of ten this was good time to me.

When my food arrived I noticed my beans and rice were not on the plate, but I assumed it wasn’t part of the meal anymore because the stuffed peppers were much bigger than the last time I ordered the meal. So I started eating it while talking with my friends. Later when my waiter came and asked me if I wanted a refill she asked me if I was brought the beans and rice. I’m which i responded I hadn’t been. I thought it was amazing she remembered my order and recognized part of it was missing considering she took ten orders from my group alone, along with how ever many others at other tables. She then brought me the rest of my meal and my refill soon after.

The meal it’s self was amazing, I loved the stuffed peppers and the rice and beans (Chile poblano) were great. Overall I love it and will continue getting it every time I come, as I have in the past.

We also had two birthdays in our group today. My father and one of my friend’s fathers. They were given a desert and your staff came to sing without even being asked. Your tradition for birthdays was very appreciated and enjoyed.

Your cleaning staff are amazing at cleaning tables efficiently, even with two they cleaned my table fast and efficiently. And for keeping the restaurant clean as a whole it’s clear you go above and beyond with cleaning. As I saw with your staff even cleaning the lamps and walls.

Your host tonight was great even. He managed to handle the incoming parties while still helping clean with the rest of the staff. He was a great worker.

My experience tonight was very enjoyable. The food, service, and cleanliness of everything was above expectations. Well deserving of the five...

The only reason I am giving 3 stars is for our waitress. I wish I could remember her name. She was super sweet and made sure we had everything we needed. However, one of the meals the cooks sent out to our table had a hair in it. When we notified the waitress, she was very apologetic and took to food back to be remade. She was super sweet about it. Ensured us the plate was being remade right then. Instead of them remaking the meal with a HAIR in it right away, they worked on other peoples food first. The waitress notified us that it didnt get made right away due to a large order and again apologized profusely, even though it was not her fault at all. The cooks took so long remaking the food, my husband had to get it to go. Granted, I know things happen. Especially in restaurants. Im not one to assume everything is perfect all the time even though businesses strive to be. What made me upset was that, when a mistake was made. It then took over 30 minutes to fix!!! The manager was notified of the incident before we got our check. He didn't bother to address it at all. That's also fine as I know restaurants get busy. If you cant take 2 minutes to go apologize to a customer for a hair in someones food. At least offer a discount or something right?!?! I should not have to ask the manager(who was working the register) to discount a plate with hair in it that my husband didn't even get to eat!!. Terrible customer service on the managers part. I will say, when I asked. He removed the meal from the ticket, and asked if everything else was okay. Never once apologized though! Needless to say, props to our waitress! She was great, gave him a cheese dip when she realized it would take longer to replace the meal. Also apologized many times. She also apologized when she gave me the ticket because the meal was still on it. So I know she must have tried to have the manager remove it...if we return, she will be the reason why!. Customer service people!!!! Especially in a manager position!!! How do you expect to keep customers that way?! Side note, the guy was never rude to me or anything. Just didnt say much and seemed nervous. Either way, as a manager I expect...