Ponchos Mexican and Seafood - El Cajon — Restaurant in El Cajon

If I could give this no stars I would. I will preface my review with stating that I do understand that the cost of Carne asada has gone up due to Covid and the inability to get the meat as easily. That being said.. I ordered a Carne Asada burrito $11.00 (it comes with guac and salsa) and I added cheese and sour cream which is an outrageous $2.50 each making this burrito $16.00. I also ordered a Bean and cheese burrito $6.75 with extra cheese again $2.50 extra making this burrito $9.25. Now home. I opened this $16.00 burrito and it was cold meat with sour cream only. The bean and cheese was opened today so I didn't know the details on this until the following day. This had all bean's with a blob of cheese in the center. There was no extra anything. I got home from work and called to let them know. I normally would not make a huge deal but for these prices and nothing was right I was going to have them redone. I first spoke of the CA burrito. Her response was not very friendly. I was not rude just simply stated what was wrong with the item she then stated so what was wrong with the other one and I explained that one. She was going to replace them she just needed the rcpt. I said can my son pick them up and should i send my phone with him as i took pics of the burrito. She said yes my son can pick up and no to the phone. She only replaced the bean and cheese and kept the rcpt. This is the worst experience I have had at any "fast food" establishment with restaurant prices. I will be telling as many people as possible. I don't want anyone I know to be treated as rude and disrespectful as I was. The money patrons spend at these establishments is not payment to be abused or for cold food and not the way it was ordered. We work very hard for our money. It's about time these places start realizing that over priced under quality food amd bad customer service is something that needs to be more harshly handled I for one am tired of people asking for more money only to put out mediocre...

What Mexican food place sends a delivery order of over $45 dollars, not including tip and fees, without even ONE HOT SAUCE??? I didn't think I had to ask when I ordered MEXICAN FOOD on line. Would it kill them to add at least 1 container per dish to the bag? What can that cost $0.01? I called to mention this and got some run around from a little girl who knows NOTHING about customer service. She Told Me I should ask next time. No apology at all, no offer to make it right.

Then the next thing... I ordered the Chicken Enchilada combination. (combination meaning "served with rice and beans". ) as stated in the menu. I didn't receive any rice and beans. When I told her this, she told me I DIDN'T order the combination plate. Excuse Me??? Well, that's what my order says I ordered and that's what I paid for!! Again, no acknowledgment that they screwed up and no offer to make things right. I've worked in customer service my whole life (and that's awhile) and this is NOT the way you treat your customers if you want to keep them as customers. YOU never argue with your customers, especially when it is you that is wrong!

Very unfortunate because the food was pretty good. We will not be back. I can't stand being treated with disrespect by some immature little child who can't admit that they might have made an error. If this business cares about their customers, I suggest you put someone on the phone that can communicate with your customers and make them feel like they want to come back and that they are being treated fairly and that they are appreciated.

It costs way too much to order out now days, and on the rare times we can afford to, I don't expect to get an argument when I bring up the fact that the business made an error in my order.

The cost of a few containers of hot sauce and some words of apology would do wonders at increasing your...

I can not believe the service that I just got tonight. I have been coming here since I was in high school and never have I ever had this experience I’ve had. I tried to order my usual #7 combination plate which is a chimichanga but I ALWAYS order it with carne asada meat instead. The girl who answered the phone told me “we don’t do that here.” Me confused, I said, “yes, I’ve always ordered this plate.” She then comes back to tell me “we can but with an additional charge of 4.99.” It’s a deep fried burrito, that’s it!! I have never been charged an additional price for my food and I get it all the time, for years!! What makes Sunday any different. She was very rude and would not give me her name and said “do you want the order or not.” I have never complained before about my service but this was...