La Cascada Mexican Grill — Restaurant in Arthur

I am shocked and EXTREMELY disappointed.

This might be TLDR for most, but I urge you to read if you want to eat here. I want to start this out by saying that my family and I have eaten here 20+ times prior to this experience I am reviewing about. We loved the food.

Now on to my experience I just had tonight. My family decided to order carry out because we just simply did not want to leave the house tonight. I ordered a Burrito Grande with no Pico and no Lettuce. The burrito typically comes with Queso on top, Sour cream inside, Pico and lettuce inside. I also ordered my 4 year old son 2 soft shelled tacos with just meat and cheese. My fiance got something as well but hers was made fine. I got home to realize they gave us 2 hard shell tacos and they had the works on them. I then opened my burrito and realized that there was no Sour Cream on it, I was not mad, I returned the food to the restaurant, these things happen and at this point I wasn't aggravated.

My first trip in there to correct the order, the clerk at the front was very nice and asked what was wrong with my food. I explained to her and she apologized for the mistake that I would have my correct order right up. I was happy with the way she handled it. My food then came back up to the front for me to pick up and take home. The manager and another male staff member was up there as well. I glanced in the bag to see that they gave me back my ripped open burrito and put a container of Sour Cream on the side with it. Now I am getting annoyed, the male asked if there was anything wrong with it and I said, "Is there not supposed to be sour cream on it?" he replied, "There is sour cream on it, just not all over it, you didn't check all of it." I responded with, "Oh okay, if that's the case I am sorry I did not realize that there was sour cream on it." They brought my son's replacement tacos up and I took my food home.

Once I get home I open up my burrito COMPLETELY this time and realize that it DOES NOT have any sour cream on it what so ever. Now I am looking at this situation like, "They were EXTREMELY busy and probably didn't want to fool with making me a new one because they assumed I wouldn't care enough to come back a third time." At this point I am extremely angry. Not to mention my son's tacos had lettuce on them still but were corrected to soft shell. We pulled the lettuce off and he ate them. No big deal.

I return to the restaurant for the third time to request a new burrito and at the front desk was the manager/part owner Maria Ramerez. Who was at the register previously when I came the second time. I had the burrito completely ripped open to show that there was indeed no Sour Cream on it anywhere and that my complaints and suspicions previously were valid. She then proceeded to ask me how I wanted my new burrito with an EXTREME attitude as if she didn't have time for my **. I then said, "You know what, I want my money back, and I want you to answer a few questions for me." She proceeded to get my money out of the register but did not respond to the fact that I wanted to ask her questions. I proceeded to ask her these questions despite the lack of response. I asked her in a calm non-expletive manor, "Why do you guys feel that it is right to deny that an order was made improperly, and then bring me out the same burrito with the bite taken out of it instead of just making me a fresh new burrito they way I asked for it in the first place." She handed me my money completely ignored me and walked away without a response.

Needless to say, I was shocked and quite POd at this point. The front desk clerk returned after this conversation or lack there of, I had with the manager. She asked me what was wrong because she could see that I was upset (I want to reiterate that I held my composure and did not even so much as raise my voice during this entire thing.) I explained to the nice lady what had just happened with her manager and she apologized. The manager handled herself so poorly, in fact her front desk employee was more help than her. Will...

Was very disappointed since that's our favorite Mexican place to eat within 12 miles from us. Prices have gone up considerably. We do understand, do to the gas prices were all feeling the hurt of. But when it costs $75 plus a tip of $15, so almost $100, for 2 adults a teenager and a 4 yr old to eat dinner, it's a bit much. We got seated shortly but waited 10 minutes for chips, salsa and cheese, 20 minutes and 2nd basket of chips and cheese half eaten before server came to take order. I was a server myself for 30 yrs and the gentlemen with us, is a chef at a reputable steak house. He has been cooking for 45 yrs, so we're understanding to more of restaurant situations than most. With that said, it still could've been handled better. Food did not come at same time. The toddler's food was ordered first, hers was ordered first then teenagers, hers came shortly before toddlers, ours came first . My fork was dropped on floor, yes I received new utinsels, and server left it on floor to be kicked down hallway to restroom by other patrons, we were seated last booth next to hallway. We were so full of chips and cheese, we took most of food home, which by no means is a bad thing, but would've preferred to enjoy most of our meal there, first and foremost. Needless to say, it was very disappointing. Won't be going back...

These 2 stars go for the manager that was attentive. If it wasn't for her, I don't think I would've got anything to drink or eat. The waitress I got (waitress #1) was new I suppose, but she took my order. Everything seemed fine to me up until a second waitress (by the name of Mary) came up and asked what exactly I wanted. I said I already told waitress #1 what I want. Apparently she got offended by that but still re-explained what I wnated to eat and from there after neither waitress #1 or #2 would aknowledge I was there even when I waved at them to ask for another drink and more sauce. Thanks to the shift manager I had my drinks kind of on time and my food, altough, it arrived an hour later, it was good. No complaints there. After I got my food and was almost done eating waitress#2 comes up and asks if everything was ok😆 I said I wished you had asked that...