Aurellia's Bottle Shop & Brewhouse — Restaurant in El Paso

I had a weird experience when the food got delivered. Here’s the story: I came in with a large group of friends on Sunday 11/24/24. (I didn’t know everyone super well). There were a total of 8 of us. I had ordered the green chile smash burger with no cheese and a side of green chile hummus. The entrees slowly made it out of the kitchen. A few of my friends and their friends got their food before me. Since we were hungry after going to the climbing gym, they had already dug in. The weird part happened when they brought my burger out. The waitress was good about seeing that there wasn’t any cheese on the burger. However, my side wasn’t right. For some reason, my burger came out with sweet potato fries. The waitress did her best to figure out what happened. She realized that my burger was swapped with someone across the table. Once she realized it, she took back mine and his plate back. The craziest part was that she took it back even after he started digging in to it. When they brought back out the plates, I saw that all they did was switch the burger between the two plates. The wild part is that I saw that there was a bite taken out of one of the pita breads. You can also see that the pita was dipped in the hummus. I was kinda weirded out by this because I didn’t know my friend’s friend very well. I wasn’t completely comfortable watching him devour his burger all over the hummus and pita. Luckily it wasn’t a total stranger. If my food was swapped with a strangers, I would cry. After that, the waitress never said anything. I thought that they might do something to make up for it. I didn’t want to make a big fuss about it at the restaurant, but I just can’t stop thinking about it. Don’t get me wrong the green chile smash burger and the pita were good. The hummus was okay. Other than the weird burger switch, the service was good. I’m not from the area. We went to it since it was close to sessions climbing gym and had beer

TLDR: At the end of the day, I thought it was best practice for a restaurant to just make new sides or use new plates when someone had already started eating off it. It didn’t seem super...

Where to start? I started with a 2 star review due to the fact that we were seated right away. It quickly went down hill from there.

We stopped by on Friday night. The place seemed slightly busy but not overwhelming. You could deduce that this surely was a soft opening as it appeared that they were still in the process of decorating / moving in. We were given menus and advised that a server would soon be by. Our server arrived and greeted us as you would expect any server to do. She asked if this was our first time there to which replied in the affirmative. She then proceeded to state, “You realize this is a microbrewery right?” As I was trying to gather a response she proceeded to explain that they brewed their own beers and had a wide selection of microbrews on tap or in a can. We told her we were just going for the food. When asked what we would like to drink we asked for water. We were given water in a small 6oz plastic cup. Maybe it was an 8oz. We ordered a burger and a taco plate. After 10-15 min the tacos were brought out and I was advised that my burger was being built. I encouraged my Lady to go ahead and eat since I didn’t want her food to get cold.

15 more minutes passed when our server stopped by to ask if everything was to our liking. I informed her that my burger never arrived. And motioned toward my rolled napkin with silverware which was not disturbed. She went to the kitchen and returned a few minutes later. She asked me if I was messing with her because the kitchen staff said the burger was sent out. I was almost speechless at the fact that she would even insinuate something like that. She went back to the kitchen to put a rush on the burger.

We had been there about 45 minutes and I had had enough. When she passed I told her to cancel the order and we were leaving.

On a bright note. They covered the tacos which any decent restaurant would do in a such a case.

I realize this was a soft opening; however, this does not excuse the tone in which our server was addressing us. Your concept seems good, but your delivery is lacking. Good luck, but we won’t...

We’ve tried Aurellia’s multiple times over the last 2 years and today was the last time. We’ve never been really impressed with the customer service but the last few times during the pandemic we let it slide. This time was just the last straw. Everything we tried to order they were out of. They use a paper menu and it’s pretty easy to just cross those things off, or have your server let you know when you sit down. This server had no idea until we ordered, he got to the register and then realized. Not to mention every time one of us ordered a drink refill he would walk away before asking if anyone else needed anything so the other person was left mid-sentence ordering their drink to the servers back. After attempting to order dessert and jokingly saying we hope you’re not out of that! He said nope we have it! He walked back with his head down realizing, no they were in fact also out of that! That’s when we asked for our check. $85 no apology, no manager, nothing. We paid and he even had someone else bring our check back to us to sign. Turns out it was the manager who didn’t even say anything upon dropping off our check. We then asked to speak to him. After expressing our displeasure he apologized and said he hoped we’d give them another chance. While I understand the conditions of the pandemic have taken a toll on the restaurant industry there was no shortage of staff visible in this restaurant there were only 4 tables when we sat down and enough servers for each. It’s obvious more attention is spent on making the beer and not on the front of the...