Mi Viejo San Juan Restaurant — Restaurant in City of Rochester

Poor customer service!! I went in To order a plate with my wife and saw they had Pasteles and decided I wanted one with pork. I then asked the girl(who was very nice)serving us for this; as she was proceeding to serve what I asked for, another employee from a room out of customer sight proceeds to ask the girl what she was doing and very rudely says ‘you can’t do that. It has to be a meal because it counts as 2 meats’ so I proceed to say it is ok I’ll pay for them separate because I do not want rice. The employee then proceeds to say ‘No it doesn’t work that way. We can’t sell it to you separate’, and as she says this her tone and body language were dismissive and just nasty. I then tell the young lady serving us that I no longer want the items and that I would just pay for my wife’s food. As this is going on the other employee is just making nasty faces behind the counter and begins talking to another employee about the incident. So as we are about to leave I informed her I did not appreciate how she handled the situation and made me uncomfortable as a customer. She then proceeds to start trying a back and forth match to which I responded ‘I am not going to argue with you but the way you handled that situation was uncalled for. As this was going on no other employee spoke up to rectify the situation or just even apologize for the inconvenience and explain their policy. There food is wonderful but what is the point when your employees are not aware that a customer will have requests and there is a PROPER way to handle it when it goes against store policy. I do not appreciate being treated as a hassle or as if I’m not worthy of respect or even the other employee who was doing a good job. I hope that on the future your employees VALUE the customers because without us your restaurant would not be possible. SUPPLY AND...

I have given this place more chances then any other place only because my wife likes me to bring her lunch from there and it's close...but after today I'm gonna have to find another place for her to eat ..first I walk in I holding the door open for another lady that was coming in..what a man should do open the door for a lady !!! I noticed right off the bat that the girls behind the counter had the only attitude only a mother would love I asked the girl for a little beans but more juice the girl acted as if I was asking for all the meat in the pan!!! I have had so many issues with this place it's like they don't even wanna be in there ..the looks the attitude is a little much if you to be working in service you should be friendly people dont wanna spend there money in a place where the people serving is talking over your food giving you funny looks they act as if they dont hear you when you ask for something..so to those that's thinking about giving them a shot I would say save your money and find a better place where people enjoy serving you with a smile ..this place sure as hell don't care...

Food is amazing and the girl who did my food was very professional her name was Vanessa when I tell u her customer service is amazing will be sending people directly to her… Now I got the name of a girl who was very rude and her attitude was not needed also seem a bit jealous after I have gave a tip her name was Nelly/melly something like that she should not be working there I don’t understand how she even has a job there and the manager or owner is no different very rude for not doing something about that this is how u lose good loyal customer I will only be going in and asking for one server I will let people know about this experience if it wasn’t for that women Vanessa I would not be coming back thank you very much Vanessa for your great service and to the manger you should really get rid of that nasty girl melly/nelly your noir different should be under knew management/ownership ….. Thanks for the delicious food...