Uncle Julio's Woodbridge — Restaurant in Dale City

3/29/22 UPDATE: Corporate Office contacted me and apologized for the service that was provided and worked with me to "make it right." Though the local establishment did not meet my expectation, the Corporate Office went above and beyond and that speaks highly to the company, as a whole. Updated to 2 stars.

We placed an online to-go order this evening. Unfortunately, the service was terrible. I apologize for the length but a lot happened and I want to be as accurate as possible. This was not a good experience as the quality control process and customer service was extremely lacking.

First, while ordering online via the website, I provided my phone number for the Uncle Julio's promotional deal to receive $5 off my next order of $25+. When I went to apply the code for the offer, I received an error. When I went to pick up the order, the host said he would take care of this for me, which I appreciated. MAJOR KUDOS to the friendly host who was courteous and helpful!

However, when I got home and unpacked my bag, I first noticed that we did not receive 4 of the frozen to-go margaritas that we paid for. When I called, I was transferred 3 times before getting someone who said that they would "take care of it" for me. When I asked for more details, he sounded frustrated with me and said, "I'm taking it off your bill." What I had wanted to know was how long will it take to reflect, etc.

Following that, we then realized that we did not receive the flour tortillas that we had requested, instead receiving hard taco shells. Not a huge deal, but annoying. Now frustrated, I called and asked for the manager on duty.

I did not find the MOD friendly. When I explained everything, he told me that he had applied the $5 coupon code as a "courtesy" as the fine print states that it takes 24 hours before it can be used. However, while I was on the phone with him, I reviewed the fine print of the program and there is no such language. When I asked him why he said that to me and made it seem like he was doing me a favor, he said "Oh, you said you ordered via the app." I explained I wouldn't have said that because I referenced multiple times the website. He then explained that he already removed the cost of the margaritas so what more did I want?

When I asked him about the flour tortillas that I did not receive, he said that I could come and get them if I wanted them. I said no because I live over 15 minutes away.

I told him what bothered me was that on my receipt, everything was checked off and indicated that it was in my bag. However, this was not the case. He said "Thank you for bringing this to my attention." At that point there was silence and I could tell that there was nothing further that would happen that would be productive.

In short, customer service from the MOD was extremely unprofessional. Clearly they are checking off receipts to indicate that they have been packaged correctly, but they're not. Finally, I was treated as if I was an annoyance and along the way, the MOD was incorrect about the policy language for the coupon code but made it seem like he was doing me a favor, and also made it seem like he was doing me a favor by removing the cost of the margaritas that I didn't receive.

Typically, other restaurants will offer a bit more of an apology when they are in the wrong. Truthfully, I would have been appreciative with a sincere apology from the MOD, but...

I went for dinner this Friday to Uncle Julio and had a bad experience. We had a reservation for 9:00 PM. I arrived around 8:50 pm and got in line to see host. I notice the line was moving slow because they would not keep the line moving or write down party and have them step to the side to keep line moving. Finally, I got to host stand waited in line around 9:10 pm. I check myself in and advised I had a reservation, and my party was ready. However, at that time a member of the Management team was also standing next to the host. Host and the manager just talk to each other not sure they said. Then the manager answer and advised me that I was check in and I needed to wait until they had a table available. I advised him that I had a reservation for 9:00 pm already waited 20 minutes in line just to even talk to a host. Manager just gave a smart answer and told me that unfortunately tables were occupied since customers are not leaving and there is no time limit on when the tables needed to be clear. I told him really and told him to text me once they had a table ready I was going to wait. 20 Minutes later they texted me and our table was ready. Once we sat down the manager stand in front of our table and I wanted to provide him feedback. I told him it looks like it is busy tonight. My feedback was to advise him that it is not organize how they check people in. He just gave a looked at me rolled his eyes and walk. This manager did not want to hear any constructive feedback and no care for his customer experience. I though what a rude way to handle the situation from a member of management team. I got up and walk to host and told him he did care of what I had to say and that was rude how he just walks away and did not even acknowledge or excuse himself. I just raise his voice and advised me that to go back to my table and to sit down. This manager does not have any skill to deal with the public or deescalate the situation. Looks like he was irritated not sure because it is busy but takes his frustration on the customer. He is in the service industry but does not have the skills to be dealing with customers. I just went back to my table and sat down as instructed by the manager. At that time, I was let me head back to my table so the situation can deescalate before this manager makes the situation even worst and our dining experience. We love going to Uncle Julio because of the good service and great food. Unfortunatly as a customer being mistreated from management I would have to even think twice if I would visit this location in the future. I would like for top management to investigate this and contact me what can be done or what they will do so no customer should go through this again.

Manager: Valdron Not professional rude and attitude scream back at me to sit down. Not willing to hear from the customer experience. Did not even try to deescalate the...

My family took me to Don Julio's for my birthday. Our reservations were booked for 6:30pm. We arrived at 6:32 pm and was greeted at the front door by I assume a manager, we were informed that our table was being sanitized and it would be a short wait. I was excited about this restaurant, my family had told me how amazing the food was and all about the pinata they wanted to share. So waiting a little bit longer didnt bother me. I've been ache for 30 year's so I know how busy a Saturday night can be so I always give the benefit of the doubt. We didn't get seated till 7:20pm. After seating we were greeted by Tanisha I believe was her name, clean, smiling, and motivated. She took our drink order and headed to the back to fill it. When she came back for drop off 10 min later she only had half the drinks and informed us that the bar was backed up and it would be a short wait. No problem. Our bar order took an additional 10 minutes. So 20 min into our dinner we were informed that the menu had to be downloaded to our phones and that we could get paper menus if we would like. This was 20 minutes into our dinner. Its now 7:40pm and I still haven't even seen an appetizer menu. We quick ordered 20 2$ bacon wrapped shrimp and started to look the menue over. When the shrimp was delivered the runner basically threw the plates on the table. She must have been having a bad night because when I asked her for appetizer plates for the table she just gave me the 1000 yard stare and disappeared. We never got the appetizer plates. So the menu was simplistic and had basic information. I ordered the Tex Mexican combo, beef and chicken enchiladas with a crispy beef taco with beans and rice. I also asked for extra rice. To make this short my food hit the table, my plate was a mess, bean juice all over my food, a sticky lump of red rice on the side, my enchiladas were flat and didn't look like they had any filling, no color or garnish of any kind, and where was my crispy taco? I was very disappointed, I asked the runner about my taco and I could tell he had no menu knowledge at all. My meal was bland and soggy no flavor, the beans were luke warm with large chopped uncooked onion, the rice was the consistency of stick sushi rice and had no pop, the best part of my meal so far was my ice tea that only had a small scoop of ice and no lemon, so my tea was hot on the bottom and cold on the top. Tanisha came by to check on our table and I asked about the crispy taco that the runner apparently forgot about, she said she would take care of it. When the returned with the taco, it was not a crispy taco, it was a soft shell taco that looked like it had been thrown on a small plate out of anger. So I've rambled on long enough. In all it was a terrible experience and I could not recommend this particular restauran. The staff is in need of a corporate trainer in a...