Las Palapas - Boerne — Restaurant in Boerne

I placed an order to go on 4/13 for a bowl of menudo, flauta plate, and two chorizo and egg tacos. My ten year old daughter wanted to go inside to retrieve the order, and I allowed her to. When she returned there was an apparent shift in her demeanor. We got home and she later shared with me how she had experienced inferior customer service. Apparently, she had asked if the size of the menudo was correct because we’ve placed to go orders prior, and this location gives the same size container for a cup and bowl, but somehow charge a significant difference. Along with this she explained that because they had thrown everything into one bag, the menudo had leaked all over everything. She asked them if they could help her correct this. The young man assisting her at the register was helping her when an older gentlemen walked by and made it a point to stop to listen in to what had transpired. They responded to her, peeved with her inquiry as if it was the most daft question they had ever been asked. They proceeded to sarcastically laugh at her. My daughter explained feeling like a “fool.” I called the store and was in correspondence with the manger over the course of 3 days. I was offered a $20 gift card for an order that was $30.17. I declined and was told that the general manager, FRANK, could rectify the issue and would be in contact. Each day I was told FRANK would be in touch, and each day I received no update. Today, I called again and the manager that I had been in touch with assured me FRANK was in and that she’d get him. They left me on hold for 15+ min. When Frank got onto the line, he swiftly said hello and after no more than two seconds, and before I could even respond, disconnected the call. I had to call back again and I was placed on hold, again. When I finally made contact with FRANK his approach was very distasteful. He was very short and had no prior knowledge of what had occurred. Yet, I had relayed all details to the manager who claimed they had passed all necessary information to FRANK. His response to my concern was he did not know how something like that could occur because they have such positive feedback in regard to their customer service, as if I was being dishonest. He went on to say he was thankful for the Boerne location because their numbers were significantly high in comparison to other stores. How this helped my situation, I’m still not entirely sure. He again offered me a gift card, in which I declined because at this point I have no desire to return. With what my daughter encountered, as well as the lack of communication to have this resolved, I’m not interested in giving my business to this establishment. FRANK responded by saying, “I’LL SEE WHAT I CAN DO. THE OWNERS DON’T LIKE GIVING REFUNDS.” Quite frankly, I don’t care what the owners like, or don’t like. The owners have the ability to be owners because consumers choose to pay into their business. In the midst of me trying to explain my concerns, and what my daughter felt, FRANK proceeded to have outside conversations with customers and employees, making everything I said appear irrelevant and not a priority whatsoever. Needless to say the conversation was not productive and felt dismissed. Still waiting on a solution that I was told would be decided tomorrow. That is if the owners...

I am updating my review so there are two reviews in this post. I highly suggest you read this if you wanna eat at this establishment. I am done with Las Palapas Boerne. Today’s experience was beyond unacceptable. I ordered the Chicken Tortilla Soup, and the container was so overfilled that when I opened it, the broth spilled all over my hands and burned the crap out of my hand. The avocado in the soup was soggy and disgusting, and the chicken was one giant hunk that I had to shred myself. They didn’t even include tortilla chips, so I had to fry my own corn tortilla just to have something to eat. The soup was bland, flavorless, and a total waste of money. After trying to “fix” it with my burnt hand, I ended up throwing it in the trash.

Then I looked at my bean and cheese tacos — less than half a slice of bacon crumbled on top. Paid extra for bacon, got barely anything. This is beyond comprehension. Every single time we eat here, they mess up our order. Last time, we got a tin of Barbacoa that was supposed to come with tortillas — instead, it was half the amount of meat it should have been (barely enough for two tacos) and no tortillas at all.

We spent over $45 today and walked away hungry, frustrated, and with a hand that still hurts from being burnt. I ordered for convenience and ended up wasting 20 minutes trying to fix their mistakes, only to throw the food away. This is incompetence at its finest. I am never eating here again. Avoid this place — it’s a disaster, and they clearly do not care about their customers.

Review number two

I’m writing to express my profound disappointment with the consistently subpar service and food quality at Las Palapas. Over several takeout orders, we’ve experienced recurring issues, but today’s experience was particularly egregious.

My boyfriend went to pick up our order today, which totaled $52.84. Upon receiving the food, the staff had already forgotten to include his tea, which he had to remind them to provide. Unfortunately, this was just the beginning of the problems.

When we unpacked our meal at home, we found the Barbacoa, which was supposed to be a full pound for $19.99, was severely under-portioned. It was barely half the amount expected and was filled with excessive fat and gristle, making it nearly inedible. To add to the disappointment, the food was cold.

We also ordered a quart of hot sauce, only to discover a whole tomato floating in it, which is not only unappetizing but also completely unacceptable. As if that weren’t enough, the tortillas that were supposed to accompany the Barbacoa were missing entirely, forcing me to eat my meal with chips instead.

This is not an isolated incident, but a pattern of repeated negligence and poor quality. It’s incredibly frustrating to continually spend our hard-earned money only to receive cold, incomplete, and unsatisfactory meals. Today’s experience was a complete waste of money and has left us feeling utterly burnt out.

Given the repeated failures in service and food quality, I am requesting a full refund for this order. I hope that this feedback prompts immediate corrective action, as customers deserve much better than what we’ve repeatedly received from...

What an absolute nightmare. I know that all new restaurants have growing pains right after they open, but this was just flat out bad. After waiting 20 minutes to be seated in a half empty restaurant, we didn’t receive our drinks for another 10 minutes, and our food didn’t come until long after that. The wait times wouldn’t have been a deal breaker if we at least had decent service. After being seated, we politely asked a passing waitress if she could bring us some chips, but the woman just stared at us like if she was extremely annoyed, and walked right past our table. I know she heard us because when she came back by she said, “I know you need chips,” and walked away quickly. After that, things just got weirder. After noticing that we were the only two people eating off of plastic forks, I asked the waitress if we could please have real silverware, and she said they were washing it all. So, they don’t have enough silverware for everybody? The restaurant wasn’t even full. I also felt bad for the older couple dining in front of us, who had their plates brought out 15 minutes apart. I’m sure they wanted to eat together but unfortunately didn’t get to. I heard the waitress tell them they she didn’t want the first plate to get cold so she brought it early. If they don’t have heat lamps back there, then they need to plan the timing of cooking better so people can eat together. When we finally got our bill, we had been charged for toppings that we didn’t even order, like a full side of sour cream. To put a cherry on top of our evening, the owner sat right behind us to chat with some people he knew, and he spoke extremely loudly over everybody. We couldn’t relax, we couldn’t hear anything else but his entire story about the amount of success this location is bringing him. There is not one good thing I can say about this location. We will not be back. This is not the level of service that Boerne is used to....