The Silver Iguana — Restaurant in City of Rochester

I am done with this place. My friends and I have been patrons since it opened and it just keeps going further down hill. Last night we went in and asked for a table at the end of the bar where the owner/bartender directed us to go. There were two waitresses there at the POS system we said we wanted a table and one of them turned around and said someone will be right with you and they both walked away leaving us standing there. Finally someone came over and lackadaisically said oh well you can sit around front so we went back to where we were originally standing when the owner told us to go ask for a table in the back. This person gave us menus and said someone will be right with you. Then 20 minutes went by. No Waters. No one asking if we wanted to drink. Mind you it was 105 yesterday with the heat index. Finally an extremely sweaty and out of breath waiter came over and asked us if we were ready to order and before I could reply he said oh wait let me go get you some Waters walks over with the waters puts them down and asked if we are ready at that point I tell him that we've been in the restaurant now for 25 minutes and are just getting water and I believe that that is indicative of the service I'm going to receive for the rest of the night and we decided to leave. What kind of server walks up to a table dripping in sweat and doesn't keep a towel in his apron to wipe his face off before he approaches a customer I don't want them sweating and dripping into my food (if i ever got any!) that's disgusting. It wasn't even busy! There were open tables everywhere, it's just that no one knows what they are doing, there is no structure whatsoever you can see it if you watch the staff . It's such a shame because the food is actually pretty good. I feel bad for the owner who probably has to make up for a lot of people's complaints, i know he did once for us when they gave us a regular burrito instead of a breakfast burrito even though we were there for brunch and ordered from the brunch menu, by bringing us free churros. I just don't think whoever the hiring manager is there knows what they are doing. The people don't seem to be actual servers, there isn't a designated Hostess making sure that everyone is sat timely and given Waters and menus. Very very poor customer service from the staff. They act like whiny kids not professionals. My best friend already swore to me the other day she was never going in there again because of the terrible service and rude comments she receieved from her waiter. I'm wondering if it's the same black haired guy with glasses that I had I'll have to ask her. Regardless we left and went to La Casa which was much busier yet we were seated immediately with Waters and menus chips and salsa. They know what they're doing over there. My friends and I really loved having a Mexican place in the neighborhood but I would rather drive far away for better service and take my advice...

Ordered for takeout on Taco Tuesday on 10/4/22. The online ordering prompts were streamlined and easy, it indicated that the order would be ready in 45 minutes. Because it was taco Tuesday, we came to pick up in an hour to provide time because it would be extra busy. It wasn’t ready. Waited 15 minutes and went in again, still not ready. This is starting to get to be not cool. Another 15 minutes go by and go back in again as it was being packed up. So now, this is over an hour and a half for two enchiladas and three tacos. Unacceptable and you know it no matter how busy it is.

Then we get back home to Webster and my Old School tacos are in soft shells instead of hard, negating to whole purpose of the menu item! I took one bite after noting the meat was completely dry, like sitting in a steam table all day drying out. The mole sauce on the enchiladas was all chilies, no soothing or smooth sauce, not even a hint of chocolate.

So back in the car FROM WEBSTER to return it because it was honestly that terrible. We started this whole process at about 5:45. It is now approaching 8. Come on.

So we get back to the restaurant and we’re greeted promptly at the door where we were offered a refund. It was explained that it wouldn’t be immediate and that’s understandable. However, it is now a full week later and no refund.

Terrible service. Terrible food. And now, you’re basically stealing on top of it. I’m sure I’m not the first one. The charge has been disputed with the bank. I’m hoping for a word from management or ownership to resolve this.

Because my husband had such a bad feeling about the business practices of the Silver Iguana (his first experience, needless to say will never be back), he recorded the whole exchange which also confirmed the refund.

It’s also worth noting that they turned off reviews on Facebook. Hmmmm. Gee, I wonder why.

Will never return even if I were bribed with all I could eat free tacos for life. So disappointing considering I enjoyed it so...

Amazing in every way. The tacos were incredible, we had the Cowboy Candy taco which we were told was the most popular...and I can see why. Absolutely delicious. We also had the daily special fried fish taco, and the daily special veggie taco with fried green tomatoes on it...both were just excellent. Flavorful and well balanced.

The churros...there are no words to describe the churros. Mind-blowing. My wife says her last meal on Earth will be a foot high stack of these with a tub of ice cream. Delicious, warm, creamy, the right mix of chocolate and caramel. Crispy and solid on the outside, gooey inside. There's nothing you could want more out of a churro.

The service was excellent from the moment we walked in. We were greeted and seated immediately, and our waitress (Julie) was very personable and friendly and made the whole experience very fun. This was our first time here, and we were very impressed. The chips and salsa brought to the table were unusual, but VERY GOOD. A roasted brown salsa with a slight sweetness to it and a lot of flavor.

I don't understand many of the other reviews on this restaurant. There are so many 4 star reviews on this restaurant that are nothing but praise and have nothing bad to say about it, but still gave it 4 stars instead of 5. That's NOT how you review a restaurant. If you give it less than 5 stars, you must explain why. If you can't explain why you think it shouldn't have 5 stars, then it should have 5 stars.

I'd give this restaurant 6 stars if that...