Consuelo's Express — Restaurant in Fort Collins

Terrible Customer Service. Be prepared to pay for food mistakes and not be reimbursed! They also don't make their own tamales. I have been a regular customer of Consuelo's because their food is decent for the price. Today, however, I went through the drive-through and ordered 2 smothered pork tamales. The first one I ate was broken apart and I just assumed the pork from the tamale was mixed in with the pork in their green chile (I have never ordered their tamales before). But when I ate the second tamale there was red-sauced shredded pork in it and I realized the first tamale had actually just been a broken apart piece of the outer corn shell with no pork in it. I called and explained the situation and asked to be reimbursed for one of the tamales.The manager, Michelle, told me that they get their tamales from somewhere else, as if that would mean it isn't their responsibility to reimburse customers for food mistakes because they don't even make their own food. She told me that to be reimbursed I had to bring her the food back and show it to her (implying so that she would know I wasn't lying). She said this happens all the time (so, apparently, either the restaurant messes up peoples' food all the time and they are inconvenienced by driving back to the restaurant, or just stuck eating something they didn't order, or, as she's insinuating, a lot of their customers are liars). Obviously, even if I had wanted to, I couldn't bring her back the food because I had eaten the first one without realizing what the pork inside was supposed to look like. And because I couldn't do that, she didn't reimburse me my money. I have worked in customer service for 15 years and this is a terrible business practice and way to treat/talk to a customer, not to mention one who has given plenty of money in tips over the past year, and had tipped...

The food was delicious! Definitely reminiscent of home (originally from Albuquerque/ Rio Rancho). Both the carne asada fries (added chicarron) and the Navajo taco were bussin!"Hottest chilenin town" sounded like a tall order, I'm sure it's close? But tbh I expected hotter, and asked for the Hottest they had. The service was friendly and swift. One knock is that the layout doesn't really offer a "dine in" experience. We sat outside, and it was nice, but we weren't able to beat the heat indoors. Thays hustnhownits built, hence the "express" title.

My bigger gripe, if you will, is with the jar of Nanitas Hot Green chile sauce I purchased. Of course, I expected/ desired hotter, but I'm not thrilled with the ingredients. Despite being called "green chile sauce," you'll be hard pressed to find gc listed in the ingredients. Maybe it's assumed? However, you will find "jalapeño chile" listed... which isn't a thing. It either has New Mexican/ hatch green chile or it's not "authentic." Jalapeño substitute would mean it's a green PEPPER sauce.

Last but not least... you can't really call yourself an "authentic New Mexican" (maybe that was my assumption with the zia in the logo, but I'm pretty sure insaw those words somewhere inside) restaurant and not offer RED chile?! Red or green is the question... both! (Christmas) is the answer!!! Tbf, there is a "red enchilada" sauce that comes on the enchiladas that I haven't tried.. maybe I'm getting caught up in the semantics, but, again, if you are rocking the Zia in your logo, it carries a certain amount of expectations - mine weren't met in these areas.

Will definitely eat...

I haven’t ever wrote a review for anything but I feel that this situation warrants it. About 2 years ago I stopped going to Consuelos despite the fact that the food is pretty good, because my order was frequently wrong and they charged for supreme multiple times knowing that they were out of guac, then were rude to me when I (nicely) mentioned either issue. Today my brother wanted Consuelos so I thought it was worth another shot. The girl taking the order was incredibly rude. She first told me that substitutions couldn’t be made, and when I told her they always did it before she got mad and said “ya well it costs extra” and I said that is fine. She was cussing about how the tablet didn’t work, and when she told the girl over the headset our order (beans instead of eggs on one thing) the girl inside said “OH MY GOD” and the girl in front of us said “ugh I know” (I could hear the whole conversation because the person inside’s voice came out through the box speaker that you normally order through. When I told the two people at the window that I could hear the conversation just so they know, they were both very unphased and unapologetic. To be fair, my brother talked to the manager who profusely apologized and said she would address the issue, which we both appreciated. Either way, it’s just not worth...