Los Cuates — Restaurant in Albuquerque

Placed a to go order, I was told approximately 10 minutes for my food to be ready once I placed the order, "this was over the phone", because they can't start the order till I physically paid with cash. I placed my order and paid, per the receipt at 7:16pm. At this time I was not told the kitchen was backed up and it may take a little longer. At approximately 7:35 pm, after waiting in my car all this time, I went back inside and asked hey what's going on, I was told "oh your orders up next." Again here's an opportunity to tell me, hey sorry we're backed up, we are a little slow, its taking longer than usual. At 7:56 p.m. I go in and ask hey guys it's been 40 minutes where's my order? I get attitude from the girl the tall slender girl that took my order, stating we can't control the kitchen they are backed up. I said, well originally you told me it would be about 10 minutes once I place my order. She walks off and the other girl apologizes, I say hey it's not your fault, however I do want to speak to a manager. Then both women go towards the back and the one that did state after placing the order it would be about 10 minutes, says I never told him 10 minutes, in a very cocky condescending manor. Of course I could hear, and so I said, yes you did. about 5-6 minutes later a manager does eventually show up, she apologizes several times in a very condescending, very rude manner and in no way shape or form sincere. She just makes excuse after excuse basically saying deal with it, never offers to make it right, never offers any kind of solution to make the situation better. This whole situation was like dealing with a bunch of arrogant teenagers. I was sitting in a car for 50 minutes, they could have easily come outside and apologized, maybe offered me a soda for the extremely long wait, something, anything. Every employee, (except the one woman that was the shorter of the two, she was at least nice and sincere with her apology.) there handled the situation as poorly as it could possibly have been dealt with, I'm irritated with the extremely poor customer service all the way around. I understand things happen, I understand kitchens get backed up, I also understand that this is an opportunity to go above and beyond or even make a tiny bit of effort to make a customer happy, there were other customers outside I spoke with, they we're dealing with the same thing, they were just as frustrated and just as upset. I attached photos of my receipt and the time I got in my vehicle to leave. That manager is horrible, she has no control over anybody at that restaurant apparently, and she has no business managing that restaurant. She needs to train her staff better on giving appropriate expectations, and checking in on a customer and letting them know what's going on, especially when there is an extremely long delay. And most definitely train your staff not to have a freaking attitude with a customer, when they have a legitimate concern, and certainly avoid having a horrible attitude yourself and blame everybody and not take responsibility. Ultimately, the manager is responsible for everything that happens in that restaurant. I hope this review doesn't fall...

Sorry for the late review. I was heated over the weekend. About my experience AT LOS CUATES IN COTTONWOOD

Experience on Friday evening 8/16/2024 Server (SHYANNE) Food portion was very small Wait time: don’t wait go to another restaurant. I heard Buffalo Wild Wings has better food and better wait staff.

Experience. Wait time was little to none getting into a table. Oh man the wait for drinks or even getting your order from the kitchen. Wow. Talk about waiting. Our server Shyanne needs to be fired or Put in the back to wash dishes at least her customers will only be dishes and kitchen duties. Her customer service was whack! I had to wait 17 minutes for a refill on drinks. This should have been the first red flag. I checked my watch so I know I’m right. I ordered a chimichanga deep fried burrito. Specifically told my server SHYANNE no avocados. I am highly allergic to them.. orders came I had to send my plate back to the kitchen. The whole time I waited by family is done eating. So now I gotta eat alone. Thank you Los cuates for showing that McDonald’s can make food faster than you can. We ordered two orders of sopas so I should I have four plus 2 extra because my plate and my wife’s plate had beans and rice so these plates automatically get one sopa each so a total of 6. She challenged me as customer that she can show me on the computer. So from here as you can read Los cuates not only do you hire incompetent staff You hire horrible customer service wait staff. Give your self a hand. “Clap clap” I was simply asking my server where is my two other sopas. She didn’t bother to make it right. Of course she thought she was right because she was the one taking orders. Couldn’t even get mine right. No avocado. Anyways. Long wait time for refills. My children are thirsty from the chili in the food. DO NOT MAKE MY CHILDREN HAVE TO WAIT ON DRINKS BECAUSE YOU CHALLENGED ME TO SHOW ME ON THE COMPUTER ABOUT SOME BREAD! SERVE US CORRECTLY. I SHOULD NOT HAVE TO WAIT FOR WHEN YOU’RE READY TO GIVE ME MY CHECK. I STOOD UP WENT TO THE RESTROOM AND TRIED TO MAKE CONTACT WITH MY B.S SERVER. SHE MADE ME FEEL LIKE I WASN’T EVEN A PAYING CUSTOMER. SO AS A FAMILY WE STOOD BY THE ENTRANCE WAITING WHERE YOU WAIT TO BE SEATED. She Stated “ DONT LEAVE OR IM GOING TO CALL THE COPS”. WOW. NOW SHE NOTICES ME!!! IS THIS WHAT YOU WANT ALL OF YOUR PAYING CUSTOMERS TO DO. IN ORDER TO PAY FOR YOUR MEAL. OH BELIEVE ME I WILL NOT BRING MY FAMILY TO YOUR RESTAURANT NO MORE. THANK YOU FOR SHOWING ME YOU DO NOT WANT MY HARD EARNED MONEY. YET ALONE A GOOD TIP FOR THE WAITSTAFF SERVING ME.

LOS CUATES YOU GUYS DESERVE A RED STICKER FOR THIS INCIDENT.

OH! ONE POSITIVE NOTE YOUR SALSA IS STILL FIRE GOOD JOB THERE!

Shyanne you suck! I hope they send you to the back in...

HORRIBLE HORRIBLE SERVICE If I can give negative stars I would. Food was skimpy then I remember. My son usually orders a breakfast burrito smothered and it was the smallest burrito hes ever had,the potatoes were dry and burned. My husband asked for no guacamole on his plate due to him being allergic but it was still plated with it, we had to send it back. Service wait was long and the waitress(shyanne) was nice at first then became agitated when my husband requested to take the guacamole off(after being told he was allergic). We then ordered 2 orders of 4 sopapillas but ended up getting 2 sops. When asked the server (shyanne) she said "you only asked for 2, do you want to see on the computer". At this point everything went south. The manager ended up bringing out my husband's food and apologized. After that, we never seen our server(shyanne) and she never came back to check on us. We waited for our ticket to pay but she was no where to be seen,so then we got up to stand in the waiting area in the front. The server then popped up and said "now do u want your ticket", me being already upset with the service told her that we waited and we felt ignored by her. She then went to get our ticket and said " DONT LEAVE OR I WILL CALL THE COPS", I told her why would we leave, all we wanted to do was pay and asked to speak to a manager. She then said " I am the manager" and walked off into the bar area. There was another guy there and he ended up cashing us out and telling us how sorry he was. I asked who I can complain to, he then gave me a # to call and said, that shyanne is the owners daughter and she acts like that sometimes. We will NEVER dine in this establishment again and will not recommended this place to any1. We are beyond upset with how we were treated. My kids did not deserve to hear how rude she was. We went out to have a nice family dinner and ended up a nightmare. Wasted hard earned money for a disappointment....