Don Carbon — Restaurant in El Paso

I left a 4 star review for Don Carbón at another location describing how terrible their customer service is. The owner reached out to me and told me to her email her (that’s kind of awesome), so I put together a well thought out critique of what the issues are and also praised them for their amazing food and motif. I spent my time trying to offer my views (as well as many others) and haven’t received any feedback on it, that was a week ago.

Their food is amazing. Their motif is great. THEIR CUSTOMER SERVICE IS ABSOLUTELY ABYSMAL.

Their employees have been taught how to cook and clean but beyond that, absolutely NOTHING.

I eat here at least once if not twice a week.

Not anymore. I. WILL. NOT. BE. COMING. BACK.

On Saturday I called in my order for this place and told them I would be there in 15 minutes. I had to give my credit card numbers over the phone which is beyond annoying, but whatever… the food is good I tell myself.

I make sure to remind them to include all of my chicken and provide me with a receipt. (I’ve been missing a leg in 2 of my 3 last orders and if I don’t ask for a receipt, I won’t get one). I’ve called to tell them my chicken was missing and I get the “well sir you have to check it before you leave because after you leave we can’t do anything”. WHAT. AN. ABSOLUTELY. RIDICULOUS. IDEA. I’m expected to open my box while I sit in my car and count 12 pieces of chicken that have been crammed into a single styrofoam box.

Absolutely asinine. The food is good I tell myself.

I got to the restaurant and pulled up into the clearly labeled “CURBSIDE PICKUP #2” that I’ve been pulling into for the last 10 months (I always tip $2 in cash for bringing it to my car).

I called the location (as I’ve done for the last 10 months) and told them I had a pickup order for Matt and that I’m waiting out here in the clearly labeled “CURBSIDE PICKUP #2” spot. The lady on the phone says “oh you can just come inside and get your order or wait in the drive thru”. I said “I’m sorry, I’m out here in the curbside pickup #2 spot”. She said again with a rude tone “oh, we don’t do that here… you have to come inside.”

I HAVE TO COME INSIDE????

So I go inside and I ask for the manager. I explain that I called ahead and that I have a pickup order but when I just called whomever picked up the phone said “we don’t do curbside pickup”. He said (and I kid you not) “Did you call to let us know you were here when you got here?” I said “I JUST TOLD YOU I JUST CALLED AND THE LADY SAID YOU DON’T DO CURBSIDE PICKUP”. He was confused.

I then went into how my orders have been wrong previously and I get a “tough luck” because of the sign and now I have to check my 12 pieces of chicken because you guys don’t seem to care if it’s done correctly or not. He asked if he could count my chicken and then started to open my box with UNGLOVED HANDS. I stopped him and told him I could count my own chicken. (They actually got it right this time).

I explained “do you see how all of this is a problem? You guys have amazing food but are absolutely clueless about customer service.”

The guys only response was “well for next time we make sure we get it right.”

When I worked in food service for over a decade, and a customer was this upset you try to do something for them. Anything. I didn’t want anything free, but for Pete’s sake, this is like a slap in the face. “I’m sorry we upset you this time sir and forgot your orders previously, we’ll do better next time”.

What a joke.

The managers have no idea how to treat their customers. The employees have no idea how to treat their customers. I’m doubting the owner (who asked me to email her and then never responded) has any idea of how to treat her customers.

I loved this place. I really did. I brought everyone I could here. I sang their praises to business associates. I bought and wore a Don Carbón Covid mask. I spent thousands of dollars a year here because the food was so good.

Not anymore.

I’m done.

If you enjoy delicious chicken and hate good customer service, this...

I like the chicken, but their service is horrible, they need to be prepared to start selling and have better service. I waited in line for 30 min, I got to the window and waited for 7 min until the girl came, she goes away with my card, she comes back and tells me that the cook drop my sandwich to the floor, first; I didn't order a sandwich, I order the combo #3 3 piece chicken and 2 sides. We'll she didn't have my order . I told her I have been waiting for 40 min by now, she didn't even care, she said do you want to cancel your order? I said yes please . I took my hour lunch from work to go get me a decent meal, it took me 45 min for nothing. Had to go back to work. But they have these signs at the windows telling customers they take their time to serve everyone with love, but they don't train them to serve quick. I understand is not a fast food, bit they can get better service with the food, to prepare better before they open that way people like me is not waiting their whole lunch hour for nothing. Is not the first time, one time they ga e me old corn tortillas that stinked old , they change their salsas into little tiny containers. I know you can do better pollo don carbon I still want to continue going Luke a regular customer that I used to be , but this is the reason why...

This is one of our favorite places to eat but today was terrible. We always get the exact same order but today the Charro beans and Macaroni salad tastes really bad. Beans tasted dirty. Probably didn't clean them. And the Macaroni tasted bad. It was warm and just tasted like it may have expired. Maybe its been slow and they haven't finished what they usually sell quick enough. Or maybe some careless (lazy) employee didn't rotate the product but we were really disappointed today. I brought it to the attention of the cashier and she didn't offer to replace it for another side item or do anything. She charged me for a baked potato. On top of that, she didn't go let the cook or anyone know that the Macaroni may have gone bad. So other people will probably get bad Macaroni. Really wish I didnt have to pay more for something I should have gotten replaced for free. Its gonna be awhile before we go back and we usually go pretty often. Maybe employees need to be trained on how to handle these types of situations. What would it have cost to replace my sides for newer ones? Now instead of coming back as often as we used to, we may not come for a long time. So that's what it cost this place. Hope it gets fixed but who knows. Most business owners rarely care...