Acapulco — Restaurant in Downey

I tired to resolve this with management to no avail. Victor the manager, Shame on you for ignoring a customers concerns and doing absolutely nothing to resolve my situation and offering no apology. Taking to accountability for your staff increasing a tip. Also, no offering any resolution for my food that was unsatisfactory. I was going to just forget it and never return. But upon speaking to my sister, she suggested I message corporate and leave a Yelp review. So that the manager and staff can be consoled and hopefully this does not happen to others. I went into the restaurant to place a togo order. The hostess took my order and upon my handing her a $50.00 gift card she asked for the remaining tender of $7.26 I gave her my Credit Card. She then handed my the sales slip and it said $57.26 I said, “what about the gift card?”. The cc charge should only be $7.26 She attempted to redo it and was unsuccessful. Steelers. Came back with a white card and swiped it and tried again. Still it was not working. So she left to the bar area and cane back with a gentleman. Whom I later found out was Victor. He did not speak to me. Just went straight to the terminal and attempted to resolve the issue. He had his back to me the whole time. Upon turning around, he took a marker and cross off the small register receipt slips. He said, “this is just a temporary authorization and it will fall off your CC in a few days”. I said, “okay, can I have a copy of that in case I have an issue going forward?”. He then turn up the tiny slip in several pieces. Right in front of me. Omg! I should have just turned around and left. But, I had already paid at this point and redeemed my gift card. He said, “I told you it’s not going to be charged”. So, essentially he was ticked that I asked for a copy of the receipt. I then signed the slip for the $7.26 remaining balance I owed. At this point the hostess was MiA and it was just Victor and I at the front podium area. He told me to take a seat in the waiting area. Upon going home, I was disappointed that number one I was missing my little side of chicken taquitos $5.05 Number two, I was saddened to see my three crispy chicken tacos were all lying atop of the beans in rice (macho platter) $19.75 leaving the tacos all soggy. No bueno! So, did I do anything? No. I just considered it a loss and was disappointed with my whole experience. I ended up giving my entree to my landscaper, Herman. A week later, I saw my CC transaction and the $50. did I deee fall off, but the charge was for $12.26 So, what does that mean? It means the hostess gave herself an additional tip of $5.00 without my consent or approval. That’s terrible. So, on 8-16 I called the restaurant and asked to speak with Victor. I was told he was a manager I began to brief him in on everything and he acted like he had no idea who I was or had any recollection of our encounter. He said, he has tons of customers. He asked for the check ID and the amount and date etc. He asked for my phone number and said he’d call me after lunch. Well, he NEVER did. I periodically checked my CC to see if by chance he would have reversed the charge. Nothing. So, that’s why I decided to take the time to wrote this all out. Am I hard up for $10.00 the cost of the missing taquitos and the tip. Ah, NO. It’s just the principle. In conclusion, I just wanted to bring this to the attention of whomever reads this and I hope that this is used as a learning opportunity. This has left a bad impression on me and I have no desire to return.this could have been easily rectified. But, instead over a measly $50+ tab they have lost a customer. Redeeming a gift should not be that complex. Require a manger etc. It’s not rocket science. They need a better system and need to ensure the staff are honest and not steal from customers. Lastly, they need to check the orders for accuracy and do better overall. Lots of areas of opportunity. Bad management. 😩👎🏻🤮

Enclosure: CC Screenshot to see my charge. Terminal to see I ordered the Taquitos....

We live very close to this place. I have given it many many chances. Different days of the week different times. I have to say the service sucks unless you sit at the bar top which let me tell you it’s a decent Bar top but they only seat 2 sets of two for the entire bar top. They have a section for dirty glasses ( could seat 3 Seats ) then have a section where the drinks are delivered to the waiters ( could seat 3 more ) we didn’t know those areas are off limited they are just empty. So when we attempted to sit the bar tender rudely said “ oh no you can’t sit there those are off limits” which I replied ok well you shouldn’t have chairs if you can’t sit. He ignored me which is fine I really don’t care. So then we sit in the bar area. The only table is a super dirty one that the security guard was sitting on texting on his phone enjoying his chips and salsa before the DJ showed up. It’s Taco Tuesday. We asked for it be cleaned the waitress literally said “ well it isn’t my fault you sat at a dirty table” , we are small business owners ourself and honestly by her attitude it ruined it all. It took us 56 min to get two drinks one for me one for my mom and one single appetizer. We had to ask the actual bar staff mind you we are sitting at a table for napkins and silverware. The waitress didn’t even know the specials for the taco bar. The meat from the taco bar was cold. The lady was also rude .. I spoke to her in English to order two tacos she made a snide comment thinking I don’t speak fluent Spanish because I’m white well she was wrong I do speak Spanish and I understood exactly what she said in regards to me being a white woman. The whole experience was so horrible I’ve given this place many many many chances and I’ve always tipped excellent but tonight was it for me: the food isn’t worth the price and the staff doesn’t really care … so I won’t ever be coming back and they should be ashamed of their actions and how they treat customers. Even if it’s busy kindness goes a long way I’ve spent so much money with them it just goes to show that sometimes a business just isn’t what it’s...

I recently dined at Acapulco Restaurant and Cantina in Downey, CA, and unfortunately, my experience left much to be desired. Upon arrival, we were seated promptly, which initially gave us hope for a pleasant dining experience. However, any optimism quickly dissipated as we waited a staggering 15 minutes before anyone bothered to greet us or take our drink order. When our drinks finally did arrive, it took an additional 10 minutes, during which time we watched other guests happily munch on complimentary chips that were never extended to our table. The service only deteriorated further from there. Despite our efforts to catch the waiter's attention, it took another 10 minutes just to place our order. To add insult to injury, a couple who arrived after us not only received their drinks before us but also got their food faster despite ordering after us. It was a clear display of favoritism that left us feeling neglected and frustrated. When our food eventually arrived a painstaking 45 minutes later, there was no table touch to ensure everything was satisfactory, and some items were missing altogether. It was only after flagging down the waiter for a second time that we were able to request the check, which, unsurprisingly, took another 20 minutes to materialize. Throughout the ordeal, it became increasingly evident that the staff lacked basic time management skills and failed to set realistic expectations for wait times. Despite the numerous shortcomings in service, I must admit that the food itself was the only redeeming aspect of the experience. The enchiladas suizas and chicken quesadilla were noteworthy, but unfortunately, they were overshadowed by the abysmal service. In conclusion, while Acapulco Restaurant and Cantina may offer decent food, the appalling service and lack of attention to customer satisfaction make it difficult to justify a...