Los Tres Amigos Holt — Restaurant in Delhi Charter Township

I was craving birria tacos tonight, so I headed straight to the restaurant's website to place my order. I was going to be picking the order up, so I figured it would be easier to order directly through the restaurant rather than through a delivery app. Excitedly, I ordered three servings of their birria tacos, along with sides of rice and beans for each order. However, upon arriving home and delving into our meal, we discovered that the rice and beans were missing. Disappointed but hopeful for a quick resolution, I called the restaurant, expecting a simple refund for the missing sides. We had already eaten, so obviously we no longer needed the sides. I assumed it would be no problem for them to just issue me a refund – even if I had to come pick the refund up.

Unfortunately, the situation quickly escalated into a frustrating ordeal. Despite them acknowledging their mistake, they refused to issue a refund. Instead, the guy on the phone argued with me about it, offered to only give me ONE order of rice and beans (out of the THREE that I had ordered… which is WILD), and then subsequently hung up on me! Extremely unprofessional. I was not yelling or rude to him; he simply did not want to handle the situation, and just hung up!

My following in-person visit didn’t make things any better. While the woman I spoke with in person was nicer than the guy over the phone, there was still a lack of willingness to rectify THEIR error. She stated that my order had gone through “Bento Box'' and did not come directly through them, so that was the reason they could not refund me. I still fail to see how that’s MY problem when I ordered directly from the restaurant’s website. Whatever partnership they may have with Bento Box has zero to do with me. They are obviously still going to receive my money one way or another, it’s not like they fed me out of the kindness of their hearts. So I still don’t understand why they would refuse to issue a refund, regardless of which platform my order went through. At this point, I think it would’ve actually been easier to have ordered through a delivery app. At least I could have requested a refund.

On top of that, despite them having my order in black-and-white right in front of them, it still took ten minutes of explanation for them to finally realize that I actually ordered (and PAID for) THREE sides instead of just ONE. Apparently, since all of the orders were for the exact same thing, they somehow missed the fact that the order said “x3”, which means I ordered THREE of the same thing. Either the employees need to be trained on this, or their website checkout needs to be redesigned. It’s ridiculous that I had to PROVE what I ordered and paid for. Two different employees were ADAMANT that I had only made one order, until they did the math themselves and realized that I had INDEED paid for 3!

Either way, it didn’t matter because I still did NOT receive my refund. It's disheartening when a simple request for what's rightfully mine turns into something like this. They made a mistake and forgot our sides – I get that. It happens. But the fact that they seem to have no way whatsoever to account for the possibility of this happening is crazy to me. There was zero accountability. It’s like they just said, “Oh well!!” and threw their hands in the air. No attempt whatsoever to rectify the situation. The guy who hung up in my face also left a terrible impression of this restaurant. As a business, that is NOT how you handle a dispute. As a person who values integrity with a huge emphasis on customer service, I expected more from a business where I’m spending my hard-earned money. If it had been my own business, especially knowing that it was MY mistake, I would have done what I could to satisfy the customer and worried about the logistics later. Instead, they put logistics ahead of customer service, and as a result, have...

I wasnt going to rate but it popped up asking me to so... We've had good service in the past, but it had been many months since dining at this location. We usually dine at the Mason location as its closer. My daughter picked the Holt Los Tres Amigos (because she likes the building and its a change from the normal) to celebrate her 7th birthday with family. We called ahead to see about making a reservation and were told they don't take reservations, but 9 people wouldn't be an issue. We arrived at 430 and they thought we were a reservation they had for 11 people at 6pm I let them know we were not and hadn't made a reservation as we were told they didn't take them when we had called a few hours ago. We were seated and the young women acted like we were a burden right from the begining. The other waiter and the blonde waitress acted very differently to their tables, happy and checked in on them, so it didnt seem like the whole atmosphere was negative. Our waitress, she just seemed put off by us the whole time and didn't really check back. I gave my daughter my drink since our waitress didn't come check on things. The blonde waitress seemed to notice because she asked if we needed anything and we did get refills and napkins. It was awkward and I will just go to mason from now on. Hopefully the young women was having an off day, but she definitely made it uncomfortable. We just tried to eat and get out. There was talk of leaving a lower tip and we decided to still tip well due to the holidays and hope it could raise the grumpy lady's spirits so she might act nicer to her next table. If we go back I will speak up and just leave if need be, we just didn't want to further dampen the spirits for the birthday girl.

I will add we didn't bring any outside food like cupcakes, balloons or anything to be in the way etc. My daughter got birthday cards and one small gift. I made sure we ordered before letting her open the cards so we wouldn't hold up...

On Tuesday, March 29, 2022 at 6:00 PM I placed an order for a combo platter of hors d’oeuvres and a couple tacos. The 20% tip, the fees and the food came out to just under $50. Two hours later I contacted the restaurant and delivery.com by phone to find out what the issue was.

The guy that answered the phone at los Tres Amigos said , “It’s the [Expletive] delivery guy, he never processed the order, showed up and then left! We don’t have an order from you.” And they were unable to take a direct delivery order from me as well. I understand it’s about the system and how the system works. But there Hass to be a better way. Either make the service work or don’t offer it Is what I would suggest.

When I called delivery.com they called the restaurant the restaurant said that they had been having issues receiving orders, (plural.) I get it that things happen but when your order just gets canceled after waiting two hours and it was never prepared to begin with, that shows me that this is a flawed system altogether.

It certainly sounds like this is an issue that exists not only with Los Tres Amigos on Cedar Street in Lansing but also with delivery.com. If it were my business and I felt that a third-party was making my business look bad and creating customer service issues I would certainly sever my relationship with them. In this case it sounds like it was an issue on both sides.

When I’ve eaten there in the past the food has been great . This particular order has been a disaster (and especially frustrating for a $49 plate of tacos.) For that much I would think that they could work together and figure it out. I will also be placing a review for delivery.com in a similar fashion.

I suggest you just not offer the takeout service if this is a routine problem. As good as the food is at this restaurant I don’t think this relationship with delivery.com is a positive one. I know I am severing that business...