Melting Pot — Restaurant in El Paso

TL;DR: The experience was good, food was OK, the service was terrible, and even though they have asked multiple times about allergies and you had an in depth conversation about allergies with your server, it will be completely ignored. I may return to a melting pot, but it will not be this one.

Last night, my wife and I went to the El Paso Melting Pot. When I made the reservation I was asked about any allergies, which my wife has a bad chocolate allergy (important later) and any celebrations, it was her birthday. Yesterday morning, I was called to confirm the reservation and her birthday and allergies. After confirming her chocolate allergy, the next sentence was the person trying to sell us an add on of chocolate covered strawberries. I figured they were busy and making the same offers they did to everyone, a little laugh but no harm done. When we get to the restaurant, there is no one at the host stand. While we stood at the door waiting, only one server briefly acknowledged us on their way past. At the table, our server explained how the menu worked and that she recommended the complete experience for two. When she was explaining the desert, we asked what could be done with my wife’s chocolate allergy and we talked through our options trying to find something that would work. We ordered and got our drinks, the Austin lemonade I would pass on, it was mostly lemon juice, but my wife got some martini that was red and had Malibu in it that was quite enjoyable. The cheese fondu course arrived and this is where the fun started. It was so cold that nothing we dipped into it would stick to the cheese at all. Immediately, our server returned with our salads. This is where I started noticing a difference with other servers. The server at the table next to us (the one that greeted us when we arrived) was full of personality and constantly asking when their party was ready for the next course. Our server seemed annoyed they had to work with us and only came to the table what seemed to be the absolute minimum. After 15 minutes of not being able to enjoy the cheese because it was still cold, I turned up the temp on the hot plate. Almost immediately after the manager came by making their rounds and turned the temp back down to not burn the cheese. I think this was just unlucky timing and not a conscious thing. After finishing the salads, the Caesar was bland but the California was very fresh and full of flavor, we finally were able to enjoy the cheese course. The main course came out and was briefly explained and we jumped in. The learning curve was small to getting the cool times just right but over all a lot of the meats had very little flavor. There was a variety of sauces that helped but the meats themselves were just ok. After the main course was the desert course and this is really my biggest complaint. After all of the conversations about my wife’s chocolate allergy including with the server when we ordered the desert tray comes out and it is sectioned in 3. The middle had some fruits, but one side had chocolate dusted marshmallows, gram cracker dusted marshmallows, rice krispy treat squares and pound cake. The other side had brownies, blondies (with chocolate chips), rice krispy and pound cake. There was 0 attempt to separate anything for any allergy. The chocolate dust was all over everything, the brownies and blondies were pressed against the pound cake and rice krispy treats. The entire dish was cross contaminated. We got our check, paid and left. They never even so much as said happy birthday to my wife even though others had a sparkler brought out. Bottom line, this would have been a different experience with a different server. If we do ever go to another melting pot, it will not be...

I had been wanting to try out this open concept style Melting Pot for about two years. I usually don’t spend a lot of money on food though, but I finally got a new job and wanted to celebrate. So, my girlfriend and I go after all this build up!

We have been to multiple Melting Pots across the country, and have loved every bit of the experience. But as soon as we sat down, we knew something was different. Usually, it’s a very close relationship with the server at a Melting Pot. They are on top of things, they are bringing the ingredients to cook with, etc. You get to know them pretty well. But at this location, we saw our server once in the first 30 minutes we were there. Brought us a Coke and a Mule, and forgot the waters, which took another 10 minutes to get there.

We ordered an Alpine cheese to start, and while we weren’t sure if we were going the full four-course, we were open to it. After waiting the 30 minutes for the cheese, it came out room temperature and was not melted at all. Felt pre-melted, brought out to the table and just left. Again, no sign of our actual server, just the other servers helping us out. At other Melting Pots, they melt it all there at the table with you. Not here.

Now this is where I admit, I became very frustrated. I was there to drop $100+ on a meal and an experience unlike any other in the industry. And here I was getting treated worse than an interstate side Applebee’s.

I finally went and spoke to the manager Lucero, just to give feedback. I didn’t want to demand free food or call for someone’s job. I just hoped that they could use this situation to help better train people in the future. She offered to switch off my servers, which I resisted because I didn’t want drama.

When I got back to my table though, we had one of the other servers tell us that he was taking over our table now. He said his name was Joe, and asked if we needed anything else. I ordered a salad, and it came back under 5 minutes, and he brought french fries back with him too. Said they were on the house, and that really touched me.

When he came back and asked if there was anything else, I just told him we were ready to end this debacle and go home. He brought back our ticket and told us he only charged me for the salad. Rest of it was on the house too.

That was at least $50 worth of food, and he did that for us. And when he came back to pick up the card, he brought me a piece of cake with a huge firework on it since he remembered I told him I just got a new job.

Joe really made my night with all that. A special night was ruined and then enhanced beyond my expectations, all thanks to Joe. I decided to tip him whatever the meal was going to cost.

I cannot thank Joe and the manager Lucero enough for truly making things better after things went off the rails. I wasn’t going to come back after that first server ignored us, but now, I’ll be back to see the best server in...

I recently had the pleasure of dining at the Melting Pot and I must say, the service we received was absolutely exceptional. From the moment we walked in, we were greeted warmly by the hostess and promptly seated at our table. Our server for the evening, Alex, truly went above and beyond to make our dining experience unforgettable.

Alex exuded professionalism and friendliness right from the start. Not only did he take the time to explain the menu to us in detail, he also made sure to inquire about any dietary restrictions or preferences we might have. His knowledge of the menu was impressive, and he provided excellent recommendations based on our tastes.

Throughout the meal, Alex's attentiveness was remarkable. He was always one step ahead, making sure our glasses were never empty and ensuring that each course was served at the perfect time. He never made us feel rushed or neglected. It was apparent that he genuinely cared about our dining experience and wanted to make it as enjoyable as possible.

What truly set Alex apart was his engaging personality and genuine warmth. He took the time to engage in conversation with us, making us feel like valued guests rather than just another table to serve. His enthusiasm for the food and the restaurant was contagious, and he made us feel excited about trying each course.

The highlight of the evening was the interactive dining experience that the Melting Pot is known for. Alex expertly guided us through each step of the fondue process, ensuring that we were comfortable and having fun along the way. He patiently answered all of our questions and provided helpful tips to enhance our experience.

At the end of the meal, Alex surprised us with a complimentary dessert to celebrate a special occasion we had mentioned earlier. It was a small gesture, but it truly made us feel appreciated and valued as customers.

In conclusion, the service we received from Alex at the Melting Pot was nothing short of amazing. His professionalism, attentiveness, and genuine humor made our dining experience truly exceptional. I would highly recommend visiting the Melting Pot and requesting Alex as your server for a memorable and...