Los Jarrones — Restaurant in El Paso

If I could give 0 stars for food and service I would. I used to go to the other restaurant before they came to this location. I went this past weekend with family and I will not be going back again. The service was bad and the food was tasteless and not worth the cost. The mole especially was gross. The only decent food was the French toast. The server seemed mad at me for no reason. I’m not a mean customer but she had attitude and I match energy most of the time. When she took my order she walked off real quick she didn’t ask me if I wanted the baked potato and salad or the beans and rice for my plate. When I got a chance to call her over to ask for the potato and salad her reply was “you didn’t tell me”. So I told her you didn’t ask me and she just walked off. At the end of service she brought the check without asking if we were ready for it so I had to ask her to separate the checks as we were not paying together. She charged me wrong items. She charged me a hamburger con queso when it should have been French toast. She also charged my family for a small menudo which they did not order. When I brought this to her attention she was giving me excuses saying it was the same price. I ended up telling her I didn’t want to talk to her anymore and to get me a manager. I asked another employee for a manager as well. I pulled out the menu and she charged me $1 more for the item and my family it was some change over what they originally ordered maybe 30-40 cents. About 4 different females talked to me about the issue. I pulled out the menu to show them there is a difference in the item she charged me for. She told us she charged my family a small menudo in place of the soda and tea they ordered. No the small menudo was more. I don’t care if it was a penny more it’s about the principal. Is she doing this to customers often to pocket extra cash? And the excuses at the beginning that she was charging me the same price for the hamburger and the French toast and then I think it was a manager told me they couldn’t print me out another receipt because they would have to pay and it wasn’t their fault. So it was my fault? They were saying they owed me $2 but at that point I was mad and I told them to print me out the two receipts with the food and drinks we ordered. They finally got the receipts out with the correct items. Then the waitress was standing close by I guess to make sure I paid. Guilty Much? Never again will I be going to this restaurant. Food isn’t worth the...

The service by the "person in charge" (as she claimed she was) was extremely unprofessional at the Canutillo location. I have been going to Jarrones for years (since they were at their initial location on Redd) and have gone to the Canutillo location at least 3 times a week every month. I went a few weeks ago and spent $36 which was pretty common for me to spend. Part of my order was a deshebrada burrito with beans, however, when I returned to my office and bit the burrito I realized it did not have beans. The person in charge told me that I needed to go back and pick up a side of beans. When I asked her if they can just replace it next time (since I go there all of the time) she said that I would need to take her the bitten burrito back and that is what they require their customers to do rather than apologizing and simply replacing a $4 burrito next time. The policy she claims Jarrones has, wanted me to go back in my one hour lunch, spend money on gas and give me a side of beans for THEIR mistake? She talked over me and was extremely rude to a CUSTOMER. When I asked her for her name since she claimed she was in charge, she would not give me her name and said she didn't have to. Such lack of accountability by a person in charge. Since then I have called each location and have left several messages at the Redd location. I was told "Luisa" is in charge of Canutillo (which could very well be the "person in charge" that I was speaking to) but never received a call back. I emailed Jarrones directly off of their website AND reached out on their social media pages with still no response. It is not about the food being replaced any longer, I genuinely thought, if I was the owner, I would not have my employee treating people that way. This just shows that management/ownership does not prioritize service just like their Canutillo manager. I know I am just one customer but Jarrones has lost a long time customer thanks to their Canutillo manager and to the lack of interest on...

I really really wanted to enjoy this place. Our experience at this location was HORRIBLE. The biggest reason for my one star review is the rude, and unprofessional management. Here is a breakdown of our night: 1. Of our party of 9, three people were severed their food; while the rest of us waited at least 10-15 minutes for the rest of the dishes to sporadically arrive to our table ever 15 min or so . We saw people who arrived and ordered AFTER US, receive their meals before the other 6 meals from our table were even checked on. When the late dishes began to arrive, parts of them were cold: cold rice and beans, cold chilaquiles. 2. My husband ordered fajitas, and did not receive tortillas, rice, beans, etc. just the fajita meat. 3. My daughter ordered a GRILLED CHEESE, which she DID not receive even after 20 minutes of everyone else getting their food. 4. Now, this is the restaurant business, so I understand things happen with new staff or when you are short staffed. HOWEVER the staff was very RUDE, careless, and dismissive of our poor experience. When I calmly explained our concerns, management left the waiter to try and be the middle man to deal with our situation who offered a free dessert and to remove the grilled cheese WHICH WE NEVER RECEIVED. I explained we were not interested in a dessert and requested the fajitas be removed from the bill, due to it not being the complete meal ordered. A lady came out and rudely stated she wasn’t going to argue and took half off, which would have been appreciated, however the attitude and carelessness made it not sufficient. She tried to explain and BLAME the cook! I explained this is a BUSINESS and service is a team effort, she reluctantly removed the fajitas. We were not looking for a free meal and tip VERY WELL OFTEN, however we did expect empathy and a resolution with care. We WILL NOT return. On a positive note the band was GREAT and sang the mañanitas for my son’s...