Acapulco Mexican Restaurant — Restaurant in Florence

Overcharged for items we did not order and were not on the menu. The manager refused to adjust the price.

My wife and I decided to try out Acapulco tonight for dinner. We have had to cut back lately due to increased prices, etc., and only get to go out to eat about twice a month. The experience was fine until we received our bill. As mentioned, money is tight, so we both ordered grilled chicken quesadillas, beans, and rice from the a la carte section of the menu. When my wife ordered, the server asked if she wanted a small or medium quesadilla. She responded by saying I will have whatever this one is, and then she pointed to the grilled chicken quesadilla under the a la carte section of the menu (priced at $7.50). I also ordered the grilled chicken quesadilla from the a la carte menu but was not asked what size I wanted. It is also important to mention there were no sizes listed on any of the items under the a la carte menu, so we were a little confused about why our server was asking. So, when we got the bill, we noticed we were charged $12.99 for each "jumbo grilled chicken quesadilla". I went to the counter and asked for the bill to be fixed. I had to explain my issue to 3 people before the manager came to talk to me. He explained that we ordered the jumbo grilled chicken quesadilla from the a la carte menu and not the small one. I asked to see a menu bc nowhere did it mention a "Jumbo", regular, small, medium, etc. quesadilla that cost $12.99. After going back and forth multiple times, the manager told me he wasn't lowering the price bc we ordered and were given the jumbo grilled chicken quesadilla. So, to prevent further conflict, I cut my losses and paid 2 jumbo grilled chicken quesadillas. How can you charge someone for something that isn't even on the menu? Why would anyone pay $12.99 for a single grilled chicken quesadilla, when you could order a specialty grilled chicken quesadilla that comes with a Mexican salad, queso, and rice or beans for the same price? We ended up having to pay an extra ~$11 (a 3rd meal) for something we didn't order and that wasn't listed on the menu. Never have I experienced a restaurant manager refusing to correct the check when there is an issue. My family will not be eating here again. We will be taking our business to El Nopal down the road for now on.

Outside of being overcharged for our meal, the quality of the food was fine. Not bad, but not great. The cleanliness of the restaurant was not great. The high chair for our son looked like it hadn't been cleaned in a long time (sadly, this is normal at most restaurants). Our booth had a hole in it and there was rice and beans all over the seat when I went to sit down. The waitress that brought us chips noticed the mess and wiped it off with her hand leaving me a seat smeared with beans and rice. I ended up having to clean it up myself.

Overall, I recommend finding another place to eat. We have had much better experiences at El Nopal, located right down the...

Updated 5/19/2018: Great food and decent prices. Last visit was a bit off. Though the food was great, the service was mediocre on this particular visit. My wife ordered seafood chimichangas, but got chicken which was OK. But when we informed the waiter, he said he would adjust the tab. But he came back and said that the dish was same price anyway and didn't change the tab.

On my meal, the tortillas were hard on parts of them, so he brought another packet, but they were the same. He also forgot my avacado salad that came with my meal. He brought it after coming around and me asking if I was supposed to get that, and the meal did offer that. When we went to pay the bill, I looked at a menu and saw the chicken chimichanga was cheaper than the seafood my wife ordered. So I was little perturbed he told us there was no price difference. The cashier made the adjustment.

We have been to this location at least a dozen times, and this was our only negative experience and I still recommend this place highly.

(5/19/2018) Our last visit, my wife's meal was short of pico de gallo, quacamole and lettuce. When we mentioned it to the the server, we were told it comes upon request, that it is not part of that meal, because costumers have been wasting those portions. At that time, my wife had already eaten half of her meal when the server told us that, then asked if we wanted it, my wife passed.

When we went to pay, we looked at the menu and those items are part of that meal. We paid the price for what's included. Even as the server said the portions were being wasted, customers still paid for them. They are making money on what wasn't served for the price. So either lower the price of the meal, or include the items. Paying for a meal where the portions being offered should not be subject to restaurant employees deciding whether or not to serve...

I've been coming to this location for about 8 years and today is my last time visiting them! Not every service has been perfect but I would usually give them few weeks if I wasn't pleased before visiting again, that change today. Looks like few weeks ago they got a new cook and I really enjoyed the food the past 3 weeks but today after eating I order a fried icecream and I got it but all I had was 2 bites because the taco shell tasted to me like it was old wish it got my stomach upset. I told the waiter who looked like she wanted to be somewhere else than there as her service wasn't the best and she told the manager, she brought me the bill and told me to tell the manager about my fried icecream that she had already told him, well I go to pay and I talk to the manager who came out pretty rude and disrespectful. He told me that does taco shells had been made today and didn't wanted to discount it out of my bill because no one else had complained wish that pissed me off and I told him am a regular and also told him that I didn't eat it and I was going to make a review wish am doing right now. The manager got out of the cash register area to go see with his own eyes if it was true that I had left the fried icecream wish I did it was not good and I had already got my stomach upset, he came back and took it off the bill with an attitude. Sadly you just lost me and mines! Am a chef myself and I know we are not perfect but we should remember that we are also humans and we make mistakes! That doesn't mean anyone should be rude or unprofessional to the people that's paying for you to get paid! Sorry for it been so long and...