El Chapala III Mexican Restaurant — Restaurant in Asheville

I've been coming here for years and never EVER complain even when things are forgotten or wrong because I've been a server and bartender for over a decade and that's just my nature and have always loved there food ... until the past 2 trips! I ordered a chimichanga (and a bunch of other things) Togo as I always do and got the queso on the side so it wouldn't be soggy. Keep in mind I live one mile away. I get it home and the entire thing is just dough it wasn't even fried. It was mushy and wet and completely inedible. I called and asked if they might make me a new one and explained the issue. He said well that's not our fault you should have said extra crispy. I even showed it to him, because he demanded I bring it back to get a new one, guess he thought I was lying and ate it and wanted another for free? That was the vibe I got from him. He just said it wasn't his fault and it's always like that. I get it every week/other week...no sir it's not. And I don't care if it was perfect if I didn't eat it or said it tasted funny the correct answer is yes mam please bring it back and we would be happy to fix it for you. Like really? The manager didn't care about losing our business or the fact that I felt very disrespected and dismissed. Very upsetting.

Second trip ... beef taquitos with no joke...3 tiny minuscule bits of beef in the entire thing just filled with peppers. Should call it a beef flavored pepper taquito. Never used to be like this maybe they are hoping to save money but omitting the beef but they have lost all of us officially tonight there are plenty of other places in west that would be...

I live close to this restaurant so we have ordered food for pick up from here several times now.. We have never dined in at this particular location so I can not comment on that experience.. My opinion and review of this particular location is based upon my experience at another El Chapala's location I used to live near and visit quite often, as well as my experience at an entirely different Mexican Restaurant in East Asheville. This El Chapala's location has gotten my order wrong once out of about 5 times total that we have ordered here, and my boyfriends food wrong twice. My order really is not too complicated as I only get a chicken burrito and ask them to exchange the red burrito sauce for the white cheese sauce (DELISH!!) I still dont entirely understand how my bf's was wrong, as he didnt change the item he ordered at all.. Anyways, the food has always been warm, and seemed fresh. My bf usually complains that each time we eat there, he gets different amounts of beef in his taco, burrito, etc.Sometimes he wont even eat half of it..

The people do not seem too friendly to me or him when we go to pick the food up either, like "Oh my goodness, do I seriously have to stop talking and work right NOW???" The food tastes different than the other El Chapala's Location I've been to, even though I order the same thing each time..

In Conclusion, if we have time to drive a few more minutes to the Mexican Restaurant in East Asheville or go get tacos from the taco truck in East Asheville (across from BP off exit 55- AMAZING tacos, Btw!!) then we definitly do.. Otherwise this place...

I like El Chapala. Tonight was not their night. I'm a single father who orders pick up because its much easier than bringing my two youngsters in for dinner. I know they are busy and understaffed. However, I started trying to call in at 6:40 pm and was being diverted to a "mailbox is full" response. I assumed they were on the phone so I'd call back. On my third call someone picked the phone up and just set it down so I got 3-5 minutes of open air and restaurant noise. Not one "please hold we'll be right with you" so I disconnected and begrudgingly drove to the store to order and wait. On arrival I stepped up to a vacant register and calmly waited. While waiting, a dine-in couple walked past me to the register and soon after I was greeted by an employee who asked how could he help me. I said "I'd like to place an order to go" and he said "one minute" and checked the cusomers out that had walked up behind me. I told the employee I had tried to call and that the phone was just set down without any communication his response was "we are understaffed". This is no excuse for poor customer service. Had I never been forced to listen to the sounds of the restaurant without a simple "hello" when I attempted to call in I would have not been so aggravated when I showed up. Maybe I could have assumed there was too much phone traffic to get through but nope, it was obvious they decided customer service could and should suffer for phone-in orders. El Chapala...