La Nueva Mexicana — Restaurant in Arlington

Honestly this used to be my go to spot. I would take everyone here and if ever asked where to find good food this was the spot. They get quite busy on the weekends and there is usually a wait when using the drive thru or trying to call your order in. Call your order in and you'll be on hold 20 mins. So if your on your way to work don't bother. Normally we don't mind the wait since the person who takes our order usually let's us know around how long the wait will be. We got ignored for 10 mins at the window, then we waited 30 mins after placing our order. We got the attention of the female who took our order and advised that we would like to cancel the order. She said it was almost out and closed the window. We waited another 10 mins and another woman came and attempted to hand us some food, we advised her we had cancelled the order 10 mins ago and where just waiting for a refund. She went and told the original female and she had her tell us it would be 20 mins before we could have our refund. Mind you my brother and I have worked customer service for many years so this was a great disappointment especially since I am such an avid supporter of this specific place. Needless to say I will not be going back. If she would have just said we are a little busy and have a wait time there would not have been a problem. If we would have been acknowledge when she first saw us still not a problem. Even if she would have just cancelled our order when we asked not a problem. WHAT an...

If I could give this establishment a ZERO based solely on customer service I would!!! I called to place an order on the phone. The girl answered the phone in Spanish and I asked her if she spoke English and she asked for me to hold on. So, I held on and held on and soon realized that she may not come back to the phone. I mapped the location and it was only seven minutes away from where I was located so I drove to the restaurant. By the time I made it to the drive thru I still had the phone on hold (the girl never placed the phone on an actual hold so I could hear everything that was going on) and by this time the call had reached a little over twenty minutes. I asked the girl at the window (her name started with a P) if there was someone on hold. Her immediate response was no but she walked up to the phone and put it to her ear. She walked back up to the window while talking thru the phone (by now she realized that someone was indeed on hold) and heard her voice thru my car speakers. She immediately hung up the phone with an odd expression on her face. She was polite during the rest of the interaction and I am grateful that the plate was good but I had to write about my experience. I work in the customer service industry and I understand that things can get really busy but it is never ok to leave a customer on hold for that long period of a time and then not even bother to apologize once you realize you have made a mistake. This was truly...

I order the 3 tacos plate. I told the waitress 3x that i didn't want onion. I also advised her that i wanted beef. She says ok, then asks what i want in the tacos. Beef or chicken. I tell her again. She then walks back with 3 tacos....yup..with onion all over them. Ok fine, I'll look passed that. I sit for a minute, waiting for the rice and beans. Their menu CLEARLY states at the top that ALL plates come with rice and beans. I finally go and ask and the waitress about the rice and beans, and with giggles she says they don't come with them, unless i ordered the special, she points above her head to the menu above the register. I point to the menu, but she just gives me a confused look. I go back and finish the 3 Tacos. I go to check out and i ask another worker about the plate. She tells me that if i didn't ask for the rice and beans, that she wouldn't bring them. I pointed to the menu again and she says that yes it does say that, but you have to ask for it. WTF? She then also points to the menu overhead. I told her why would i use their overhead menu if they are handing out menus at the tables? She just gives me a nervous giggle. It is their responsibility to tell the customer about what comes with or without the meal. It is not up to the customer to figure this out when the menu clearly and specifically tells you what comes with the meal. I will not return, and i do not...