Poblano's Tex Mex Grill & Cantina — Restaurant in City of Frankenmuth

Before you go on their Facebook page looking for reviews, know that they admittedly delete bad posts. And like I see in these reviews all of the bad ones have the same experience. We have been going here for at least 8 years (mostly old location) we would have given it a 5 star at the old location, never had a bad experience. Now that they are at the new location the food is not even close to as good as it was. And the service is horrible, but nothing compares to how bad our experience was our last trip. We had a party of 8, were seated promptly. Watched as a couple tables were seated after us. Then watched as they received drinks and chips before we even saw our server. So I had to get a girl that walked by us attention. She came over and said she would find our server. Ok no big deal, but when after 10 or 15 minutes still no server, and you watch another 8 person group get seated and served drinks and chips and you still have not seen your server it is a little ridiculous. So again I get the same girls attention she again says she will find our server, walks away. We continued to wait, no server. Then the girl came by with chips and salsa, she said she would take our order because they were having trouble finding our server. So I let her know that we were a party of 8 and the table next to us was also ours, she said oh I don't want to take another servers group being that it was a large group. She walked away, took another tables order, also seated after us. And still have not seen our server. We had enough so I got up talked to the people behind the bar said give our table to someone else this is ridiculous. She said oh, ok. Turned around. But to top it off left a review on their f.b. page. Went back a few minutes later to find it deleted. So left another review. Owners girlfriend messages me on fb. Asked if I would call. I did. She apologized and immediately said I deleted your message. Said she wanted to look at video. Said she was going to make things right. Message later says that my story and what she saw on tape were conflicting. Like she saw "morgan" at our table 3 times. I said that she came only after a I had to get her attention and she wasn't there to help us other than to find our server. Or that not 4 or 5 people were seated and served ahead of us, it was 3. And that we had chips and drinks, but we only chips and no one had taken our drink order, so we had no drinks, so she must not have really paid to much attention to those tapes, other than to pick apart any detail to make it look like me and my family were liars, they ruined what had been going as a good day to that point with our family because they were incapable of doing their jobs. Make up some story by a video tape that they can't even hear what was even said. This lady pretending like it didn't happen fixes nothing, loses a customer, and from what I can see gonna be losing a lot more. Just beware of what...

This is for Poblano’s Mexican Grill and Cantina in Frankmuth, Michigan. Since my review was deleted from their website. And now I was blocked by this establishment. Goes to show- they are not customer oriented and pretty immature. Maybe if the waitress “manager” actually provided good service instead of deleting online reviews.

Cliff note version from my husband:

This restaurant sucked!

My extended version:

Such a horrible experience at this restaurant. Ate here last summer and had a great experience so thought we’d come back and check it out again. The restaurant was not busy, maybe a third full. We were seated immediately. Drink order was taken pretty quickly. We have two small children so I was pleased that it appeared all would be going at a good pace. Fast forward: our waitress dropped off our drinks and said she would be back to take our order. She literally serviced five other parties as we waited as she passed us for approximately 25 minutes. We had to ask her to take our order and then waited another few minutes. Finally we ordered. We asked for more chips and drink refills (you know it’s gotta be slow when you eat all the chips and drink your entire drink before you even order). Then we waited for food. And we waited. Our waitress was nowhere to be found. After waiting so long my husband flagged down another waitress. She said our waitress was talking with the owner outside and our food just came out. Then we needed silverware because she didn’t bring us any. Our food was cold, slightly warm at best. I would have asked my waitress to have it warmed or remake but she was nowhere to be found. I went to the bar. The other lady had the kitchen remake my dish (thank you). By the time it was served to me, we had waited over 75 minutes and my 10 month old was done with sitting there. So I got boxes (from another waitress) and asked for the bill from our waitress who came back to fill up my toddlers drink. I got the bill back. I wasn’t going to and I’ve never tipped zero in my life but I felt in this situation I really should. I asked to the hostess to speak to a manager. Our waitress came back to tell me she was the manager and we could speak to her. I really wanted to speak to someone else but she refused to let me and when I told her how horrible the service was she didn’t apologize but instead told me how she filled up our chips and drinks. She also brought up that I could choose not to tip her. I’ve never actually been at a restaurant that runs like this. Food was okay- really didn’t matter regardless because with such poor service how can you enjoy your meal. Won’t be back and suggest you don’t patronize this...

First of all, my mother and sister go here all the time and they love it and recommended it to me. We finally all went out there together and my first experience was not a good one. When we first sat down, we sat at the bar with all of the drink specials waiting for a booth to be cleared off. We ordered our drinks and they came out about 10 minutes later. We ordered our food and that was amazing! We ordered a second drink while just being served our food and another table sat down about 5 mins after we ordered our drinks and they got a drink almost right after they ordered theirs... they finally brought the drinks out about 15 minutes after we ordered them. We were all done with our food and ready to go. The waitress did not even ask us how our food was. We told her we waited to long for the drinks and we’re done eating and ready to go so we just wanted the bill. Well, my mother just gives the lady her card since she was taking forever and we got over charged for the drinks. The special on the sign up front said they were $4.50. We got charged $6.50. So we told the lady while she was right there about how the bar had the sign that the drinks were $4.50 and that was the one we pointed at and she didn’t say anything about the price being different. Well, I saw the lady take the sign down after we said something and she brings out a whole different drink sign and she was really rude and said I don’t know what you want me to do about it. All we wanted was an adjustment. I have worked at a restaurant before and you have to override the price if it is different. My mother just signed and paid but I just thought that was super rude!

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UPDATE: Went back this week and it was so amazing I had to go back 3 days later. We had 2 much better servers that made our experience so much better! Margaritas & food came out fast...