Casa Grande — Restaurant in Fort Wayne

It’s unfortunate, because I went to this place as a kid. Went there for birthdays, celebrations, and the occasional weekend family gatherings. However, after today’s experience, I will NEVER eat at this establishment again in my life.

I got two San Jose Burritos today. They come with cheese sauce doused on top of them. My wife and I had this same order a week prior and it was so good we decided to have it again this weekend. Because the burritos were a little on the dry side, we decided to get extra cheese sauce on the side for this order. They instead didn’t put any cheese on one of the San Jose and then on top of that proceeded to charged me extra for cheese on the side. Obviously, This completely defeats the purpose of paying for extra cheese sauce to begin with. Not realizing this until I got home, I called Casa to let them know about the situation. We figured out that there had been a misunderstanding and it was entered in incorrectly. The receptionist (who was very kind and apologetic about the situation) after talking to her manager told me that he stated that in order to fix my order I would have to pay even more money to put the cheese sauce on the Burrioto.

LIKE WHAT IN THE WORLD. The burrito comes with cheese sauce! Why would I pay more money when it comes with the burrito?? Especially when I already paid extra and didn’t get extra sauce! After speaking directly to the manager about how this was an inconvenience and all I want is my order to be remade how its suppose to come, he then screams “Just Come Back”! I told him thank you and drove back to the restaurant. (Ps If this was the end of this experience I wouldn’t have even left this poor experience review, but this is where the manager completely lost me as a customer.)

When I get to the restaurant, I was greeted by the receptionist; I simply asked “since my order was made incorrectly, and I had to drive all this way and at this point my food is cold, can you please remake my order so I can get going And eat with my family. After speaking to her manager, He double down and refuses to remake the order! He said “why can’t you just take your sauce?” I was taken aback. Because in the grand scheme of things it’s a $12 burrito. Why is there such a big fuss over a burrito and cheese sauce? I didn’t eat it at all. I brought the food back in good faith to show that I’m not being deceitful and underhanded. I told her that I think this is very inconsiderate and quite frankly poor customer service. I as the customer didn’t do anything wrong yet have to settle for cold food because of an error the Restraunt made? That’s a bit messed up. She apologized and went to talk to him for a final time. That is when the manager stormed out of the back and Got In My Face and blamed me for ordering cheese sauce on the side. He was extremely CONFRONTATIONAL. As such I politely ask him, “Sir can you please take a step back from me?!” He didn’t move. As if to try to intimidate me. (FYI that could be perceived as a threat which is a class A Misdemeanor) Since he didn’t move I decided to deesculate the situation by standing up from the lobby seating area and taking a step back from him. He continues to be confrontational by stating he’s not making the burrito over because the food is still hot (after 30 minutes of drive time plus dealing with this guy). At this point, I was over it. I told him “sir you can just give me the cheese sauce, don’t worry about remaking the food.” He promptly left to get the smallest container for the cheese sauce he could find and sent me on my way. Let me remind you, through this entire experience I didn’t receive an apology from the manager, he didn’t acknowledge nor take accountability for restaurant’s own error within this situation and the entire time the manager was just blame-shifting and refused to appropriately resolve the problem. So today they lost a customer and I will let everyone know how Casa Grande treats...

Worst experience

Went in tonight to celebrate my nephews ninth birthday party. We usually have a good experience at this location although we usually go to the one on Dupont. We sat at a table for about 20 minutes without a waiter coming to ask us if we wanted anything to drink mind you we did have nine individuals. My sisters Tacos were dry and they never brought rice and beans that she asked for 3 times. The bills were all over the place and food took very very long. We asked to speak to the manager and he was not very helpful and gave the excuse that they are busy but discounted the bill 5%. My sister and myself are both servers and understand how things get busy and people get overwhelmed but the manager was very unhelpful and pushed us off like we weren’t important or mattered. I explained to the manager and server that when a customer has ordered food and had all the porblems we had such as no drink refills, having to ask buss staff for napkins and straws as well as not even getting the correct food we ordered lox you usually comp or offer 50% or something on the persons bill. When we cashed out, my sister, mind you, asked for the beans and rice Togo so she could eat it later even if she had to pay for it, she never got it and got met with blank stares and no solutions.

There are so many other better Mexican restaurants in Fort Wayne then this one at this location. If you have a party or more then 3 people please save yourself the trouble and go to the one on...

Ate at stellhorn tonight. I have ordered the #19 which is chicken enchiladas in a sour creme sauce at least twice a month the place opened. Tonight it came with a red sauce and everything slopped on top of each other. Our waiter brought over the acting manager who told me it always came that way and the only white sauce they had was queso or a ranch. I said I've been ordering for ten years and I know what I'm talking about. The manager then sat a salsa bowl with ranch on my table and said this is all we have. I gave him my plate and said I know what I'm talking about so take this away because I don't want it. The check still included my dinner plus $2.99 for the stupid little bowl of ranch. I demanded they take both off our bill. The waiter was new, was absolutely fabulous, apologized when it wasn't his fault so we made sure he got an extremely tip. Used to love this place but with that attitude from management and absolutely no effort to make it right, they have lost a frequent customer. I will say my husband's dinner was spot on but he couldn't enjoy it without me eating too, so we had to...