El Lago Mexican Restaurant — Restaurant in Fishers

I never do reviews but we often used to go here and our experience last night was horrible. It has really gone downhill. I have never ever seen a business do something like this and not make it right or at least apologize for the experience - especially to a (former) loyal customer.

We ordered El Lago last night from uber eats. Not only was our order cold, delivered to the wrong address, and served as what appears to be kids sized portions- there was also hardly any cheese sauce (which is kinda the point of arroz con pollo) and with the smallest bag of chips ever. Our order was $45 I might add, and we had free delivery with uber eats.

The portion is one thing (definitely not what you would get in person which is wrong to do) but the order was also incorrect, lacked flavor, and the chicken was very very dry. This is in additional to delivering to the wrong address which resulted it in being cold as well. The reason for my review is not in actuality because of the food. I would normally not complain even if the quality was poor I would just simply not return if it's an on going experience. I'm writing this more so because of the horrible customer service we received.

I called to find our order because it said "delivered" and it was not at our house - I was hung up on, no apology no we will help with this issue. Hung up on!! Several times. Meanwhile we found our food on a neighbors porch- to only get what is pictured below... hardly any cheese sauce, very small portions, cold, dry chicken, and lacking flavor. The quality was very poor and unacceptable. So I called to see if they could make it right after several times being hung up on- I was still clam and polite. The lady we spoke with (the one who also hung up several times) was rude, not helpful, and did not apologize or care in the slightest.

At this point we asked for the manager so we could ask for a refund, fresh order, something. She then says that the manager doesn't speak English so she would need to "translate." Then she said there is nothing they can do. Hung up again!!! No goodbye, no fresh order, no refund, no partial refund- not even a simple sorry! Instead, she hung up on me again?!! I am not joking you were both in shock! So, I called back again and there was no answer. I was simply asking where our order was at first and then once we found the poor quality if they could make this situation right. Will never return. If I could give 0...

Update: I'll leave my original review here. However I have to update.

*we had really crappy service tonight, just nothing was organized. Looking for new Mexican restaurant.

The first issue was that it took a while to get our stuff ordered.

Second, they brought out our side dishes and one person's main dish then took 15 minutes to bring out some more dishes and then another 5 for the rest. It was disorganized and we had to deal with cold food. I got a drink refill with zero ice in it.

The food: It was mostly as good as usual, however I got a T-bone and asked for it to be rare and got it wellllll done and I was really disappointed. Please if you cannot cook a steak to a desired cook, don't cook steak at your restaurant.

Honestly, we go here at least 3 times a month and spurlge and leave a 25% tip. Idk if I am coming back anymore. I know it was one bad experience, but we have seen the serves not doing as well in a sliding basis. It seems El Lago. Is going down hill and we might need to find a new place to go and I'm embarassed with how many times I have suggested this place.

Management, please feel free to message me why things have gotten so rough?

*I will definitely be going back and so should you.

Pros-

Great food, whatever you get.

The salsa was amazing and they gave us all indivual bowls and the salsa was in a small pitcher so we could serve ourselves and not have to share 1 small bowl.

We did have an issue bc I was given the wrong meal, it was a tiny tiny quesodilla, but when I mentioned it they fixed the issue no problem.

Cons- Had to ask for physical menus

Waitress should have known the menu better for...

We love El Lago. Been there several times over the years and the food is superb. It’s been a go-to for us.

However, the service has become untenable and tonight I experienced the peak of bad service.

El Lago was short staffed and could not keep up with the flow of customers. That is understandable. It was Labor Day and the crowd was probably bigger than expected.

What is not understandable is not greeting people when they enter, informing them of the situation, and estimating a wait. This is base level restaurant stuff and it’s incredibly disappointing that El Lago couldn’t manage the effort.

We eventually left after being totally ignored for 10 minutes. Several others left too. The people in front of us had been waiting for 20 mins and were only given two updates which is how we knew they were short staffed. (They must have REALLY wanted an El Lago fix)

Unfortunately I’m left worried that the downward trend in service will ruin the experience to the point it’s not worth going any more. The people who left tonight were disappointed but Fishers has a lot of choice and El Lago should be striving to keep their clients. Hoping it gets...