Don Carbón — Restaurant in El Paso

I feel terrible about having to write this review...I normally have had really good experiences here, not necessarily at this location, but this time was such a bad experience, that I may never go back. I have always raved about how much I love the chicken fajitas here and the red salsa is spicy and full of flavor. I was taking my mom out for dinner and she asked about this place since I'm always saying how good it is. My mom was in a grumpy mood because she was already staving since she waited for me to pick her up after I got out from work. We arrive.... not a single other customer is there, and there are plenty of employees working. We began ordering and after a bit of confusion, everything we ordered was read back to us correctly. We got our drinks and sat down. Not too long after, they brought out each of our plates...I had ordered the chicken fajitas with 2 sides of fries (usually my plate is filled to damn near overspilling) and my mother ordered the beef fajitas with a salad and fries. I received a tiny handful of fries, maybe a quarter of what I normally receive. My mother only got the salad 🥗. Fine...I understand that mistakes happen. Before I got up to bring it to their attention, I decided to steal a sliver of beef from Mother's plate. While yes, it did still taste great, it was cold. So I took another to make sure it wasn't a fluke. Cold. And when I say cold, I don't mean that it felt like it was sitting under a heat lamp. I mean, cold as if they had cooked it hours ago and put it in the fridge. Waited for an order, pulled it out of the fridge put a big scoop on the plate, and brought it right to us. I was livid! Spoke to the manager, and got my money back. The manager asked the employees if they had even bothered to reheat the food. They admitted that they didn't, he shrugged at me, and that was all. I don't know what else I wanted or expected...but I don't feel like enough was done to rectify...

I am a fan of Don Carbon. However, have never been to the Zaragoza location 6/2/24 7:45. I will never return. The customers in drive-thru waited 20-25 minutes for order. I inquired to the very young girl at the window why it was taking so long. She stated, "It's because we have no chicken." I asked her why she didn't let us know when we were ordering? She shrugged her shoulders and stated,"Do you want your food or not." I told her I thought there was no chicken. The whole conversation was beyond understanding and nonsensical. She was rude and did not want to be there I asked her for the manager. The very young manager told me she didn't have time for me and my complaints. I asked for the general manager information. She said she could not give it to me. I left there concerned the food was tainted by this staff. They were 100% incompetent and hostile. Don Carbon I've been a fan for a long time but your business model with covert general management and hostile, inept staff is concerning. This location needs to start from scratch and rebuild staff. The owners need to work on keeping loyal customers. Your food is good but not at the...

The most disastrous experience. I ordered online for pick up and paid with credit card. I got several messages that order would be ready in 10 minutes or less. I drove to pick up and upon arrival I was told the order was not ready that it would take more time. I sat and waited for about half an hour until a staff member came to announce that it would take at least an hour and a half because they had to get chickens from another store. I could wait or cancel the order. I said to cancel the order. Then they said they couldn’t do it. I had to do it myself online. I tried and tried and couldn’t find anywhere online how I could cancel it. Then the girl went and asked someone. She came back and said she could only cancel the chicken but not the other items. She finally figured out how to do one item at a time. PLEASE train your staff, and everyone else responsible for food inventory. To add insult to injury, I get text messages letting me know that it will take 3-5 days to get my credit card credited. SAD, pathetic, way to...