CASA BONITA — Restaurant in Boston

Subject: Formal Complaint Regarding Discrimination and Unjustified Ban

Dear casa bonita Management, I hope this message finds you well. I am writing to formally address an unpleasant and distressing experience I had at your establishment on 7/15/25 at 5:00pm. I was deeply disheartened by the behavior I encountered, which I believe constitutes discrimination, and the subsequent ban that was placed on me after I attempted to resolve the situation. my order was mad completely sloppy , i had so much cheese than ratio to meat, i wanted nothing but my money back. the staff member that i spoke with just laughed in my face.

On 7/15/2025] I visited your restaurant for a meal during my 30 minute lunch break . and was treated unfairly by one of the staff members , everyone else around me of the latino descent was eating and enjoying there food as i waited for answer about my refund. I found this behavior to be deeply offensive and not reflective of the hospitality and professionalism one would expect from a well-regarded restaurant.

Following the incident, I attempted to address the matter by requesting a refund for my meal, as I did not feel comfortable continuing my visit. However, instead of resolving the issue, I was informed that a refund would not be issued, which added to my frustration. I expressed my concerns respectfully, but to my dismay, the police was then called on , once the police arrived . i was then given my full refund.. I was then informed that I was being banned from the restaurant. This response not only felt unjust but also punitive for raising a legitimate concern.

I believe that no customer should be subjected to discriminatory treatment, nor should they be penalized for standing up for themselves. I feel my rights were violated, and the lack of refund further compounded the issue. I trust that you can appreciate how frustrating and disheartening this experience has been. Then proceeded to tell me I’ve ate here before which is a lie I workout too much to eat greasy food more than 1 time a month and that’s very rare for me , again discrimination. Why do they think I am the person they believe comes to dine and complain? Who has the time? Are you kidding me . Please and to believe I’m someone who causes trouble over food… another clear example of Deflecting from the fact my food was completely disgusting.. and refusing to refund me. After all said is done .

The police requested for a refund , or the meal back in question, as well I asked for a formal review of the incident. Additionally, I would like clarification on the reasons for my ban, as I am confused as to why it was imposed in the first place. this place is bad for business

I look forward to your prompt response and a resolution to this matter. If I do not receive a satisfactory reply, I will be compelled to escalate the issue further through Thank you for your attention to this matter. Sincerely, to the Mexican community they...

Cold, tasteless and overpriced. I have never been here and my food was close to warm. All of the good reviews make zero sense!

Update: let me be clear that the owner was working the register and was rude from the start! Serving us old and cold chicken that was well below food safety temps when you just finished a fresh batch is absurd. When we asked for fresh chicken (even willing to pay extra, which we shouldn't have even had to mention), the cook and the owner both had nasty attitudes. The owner even proceeded to yell at my friend in a threating tone, saying "You remember that!" Remember what? Not to return? She was so nasty and upset, she even took her coat off and was short and rolling her eyes. Because we never will. At no point were we rude until the owner was rude to us and we simply took our cold food to go.

Word advice from fellow business owners: be kind and receptive to feedback, especially when it's valid. You can't walk around bragging that you're the owner and be a horrible representation of the brand... but don't worry we'll be sharing...

I received all three of my tacos with zero toppings, and cold chicken. When I called the restaurant to ask for some type of help or reimbursement, the girl who answered took no responsibility for the order and said I should be more careful next time and check that my order is accurate. I presumed since this is an online order I'm making that my order is accurate from the get-go especially from an empty restaurant. I live right near this place so I'm confused as to why the meat was cold in the first place as well. I would've been fine with having them replace the tacos again but the attitude over the phone is what got it for me. Take your money somewhere else and don't...