Avila's Mexican Food — Restaurant in El Paso

Let me start by saying that I've been an Avila's customer since the 80's, when I was a child and my parents were middle aged. Well now I'm middle aged and my. parents are elderly. It's been amazing to have a "go to" restaurant my family has enjoyed for so long. It's been truly unique to see some of the same waitstaff that have worked at the restaurant still there decades later. My family and I have some really great memories of get togethers at Avila's. The food is usually excellent and the service has been fine. Unfortunately, I feel compelled to write this review because of poor experiences the last few times we've been there. The last time we went to Avila's, we placed a to go order. The front of house person we were working with gave us the wrong order. An honest mistake that could happen to anyone right? The person we were working with, however, was dismissive, and was clearly not listening to me. I had to drive back to the restaurant to have the issue corrected which was inconvenient. The manager was very nice and apologetic and said he would credit us back the purchase due to the error. Unfortunately, he never actually did. On the last occasion, I placed a to go order for my family for takeout. I was shocked by how rude the person I placed the order with was over the phone. He just seemed to not care at all. When I arrived at the restaurant to pickup the order when I was told it was going to be ready, I was told by a hostess in dismissive and rude tone to "please go sit down" without even being told what the status of my order was. The other gentleman working at the front told me they were still working on the order after we sat down in the lobby. This gentleman was not friendly and appeared to be irritated to be helping us. When the order was ready and I paid for it to the tune of $82, this individual didn't even say thank you or make any attempt at being polite in any way. When we got home (5 minutes away) and opened the food we had to wait for because they were "still working on it," was stone cold like it had been sitting for 15 minutes. My advice to Avila's as a long time customer - just be polite, it's not difficult. Treat your customers with respect and gratitude rather...

Never again will I consume food at this place!!! Not just because the order was all wrong, or because they have no courtesy to the customer, or because you pulled a huge hair from your mouth while trying to eat their food, but because when you brought it up to the manager's attention (Andy Avila), he was rude, arrogant and lacked any quality of customer service. He was more quick to show he was bothered and upset to hear about your awful experience than he was to make it right! It is time we stand up to people and establishments like Avila's. They feel so entitiled, perhaps because no one stands up to them asking for fair treatment, courtesy, RESPECT, and for truly good Mexican food, most importantly NON CONTAMINATED food! We live accepting mediocre food and service, and pay beyond its worth! No more Mr. Avila! I hope you learned something positive from this experience, like humility, compassion, or that you need classes in customer service! I came as a kind and courteous customer, and your actions left me unsatisfied and outraged! I hope you honor your word and return to me the money that I paid for the unpleasant food. The way it all went down, I should have received my money back and then some. But I understand you are not a respectable establishment to handle matters in this way. There is much to learn at your establishment, Mr. Avila!

I gave it one star, only because it doesn't allow me to give it zero or...

Been to Avila several times in the past year today was my first time back in about 5 months and quite frankly disappointed in the service. We where the second or third customers we ordered one coffee and my children and I water since we don’t drink sugar drinks. That immediately set a tone placed out orders and after 25 minutes or so the side we were sitting at was getting filled but people started to receive their orders and friendly service. Our server never came back or passed by my table didn’t offer refills or at least update on food order. After 3 tables that showed after us received their meal we choose to leave. Stopped at the counter to pay for the coffee and explained to 3 people at register young man, female and gentlemen in an orange shirt but all seemed to not care. They couldn’t even find my order I gave them 3 dollars for coffee and walked away no apology no update they sincerely didn’t care. As I drove off my teenage son told me that a few month back he joined his girlfriends family for lunch and felt a sense of rejection or exclusion compared to other customers there. I am extremely disappointed we make best efforts to spend money on local business. We choose to eat at Avila’s this morning and ended up at a drive thru which I guess had better service thank you for...