Salsa Limón — Restaurant in Fort Worth

Second time I order breakfast through the online system. For the most part they get the orders right, but not today. It makes the second time they get the order wrong.

The first time I complained and they simply told me that on the next order they would add the missing items that I didn't get, at no extra charge.

Today they got the order wrong and although I was upset, Iate the breakfast because I was hungry. I called the phone number on the online order receipt and Asked speak to the manager. A girl picks up the phone and I asked her if she's the manager, She says no the general managers is out. I asked when I can speak to the manager and the girl said she didn't know she was out sick. I asked her if they had customer service she said yes, but she couldn't help me. I asked for the name of the person I was speaking to as I was getting ready to make a formal complaint to the upper management. The girl hung up on me 😳

In fact I know the manager was there since I picked up the order and I recognized her from the last time I spoke to her about the complaint. This is 2 hours ago so either she got home sick or she just didn't want to pick up the phone ❓

Very unhappy with this experience and with the order being wrong the second time - yet I paid for the extra items.

It seems that although it's a Mexican food restaurant in an upper trendy side of Fort Worth downtown, their management is stuck to the old unproductive and ineffective customer service ways. Nothing short of ignorance, negligence and incompetence. 👎

UPDATE AND IMPROVE FOLLOW-UP SERVICE ‼️😸

So I decided not to give up on Santa lemon and decided to have my breakfast once again.

At the opportunity to talk face-to-face with the managing supervisor and she listened to my complaint and understood and apologize.

I feel much better that they heard me and that we can restore this patron restaurant relationship. I may have been hard with my initial review but I was very upset but the customer service gift card was a very nice surprise and I am very grateful.

The prices are incredible and the downtown Fort Worth area and the food is delicious too I highly recommend it... And it's not just because of the gift card the food really is darn good 😋‼️

Kudos to management for...

The guy at the register was on point, but after ordering food my husband went to the bar to get drinks and waited for 20 minutes. Someone showed up to serve the people next to me who informed the one pouring the drinks he had been waiting and he should serve him first, he ignored what was said and served them alone and completely ignored him standing there. He gave him a look and walked back to the kitchen and never came back out. The man who took our order had to stop what he was doing, clearly busy as all get up to serve him and another gentleman who had been waiting almost as long as him and clearly ignored after making his order. We informed them we were missing an item and found out the man at register didnt hear us, which is fine, I told them Id pay for the meal. While paying for the meal, my husband understanding spanish and speak it, he over heard a lady talking about "They think they're gonna get free food off of us? We dont accept food stamps!" Woman, we paid with the same visa we're using now, completely unacceptable behavior over a small misunderstanding. It was very insulting and we don't even ask any business if they offer veterans discount. I even noticed they didn't charge our card for the drinks and went back to pay for it. We are not that kind of people to try to rip off any business. Food was amazing, atmosphere/ cleanliness on par, food came out fast & hot, the behavior of a couple of employees...

It’s unfortunate because when they do get your order correct, the food is delicious! Unfortunately, half the time the order is wrong and the customer service is horrible.

This morning my husband and I ordered 2 breakfast burritos. When they called our order # to pick up at the counter there was only 1 burrito. I explained that we had ordered 2 burritos and one of the girls walked to the register and said i had only paid for 1 but i could order a second. I then showed my receipt that I did pay for 2.

As I’m waiting for them to make the 2nd burrito of the order I notice the burrito that is made doesn’t appear to have egg and the girl rolls her eyes and says it does have egg. Pretty irritated at this point I take a fork and open the burrito showing her no it does NOT have egg. She grabs the burrito and angrily throws it away and starts making a new burrito.

This is not the first time that an order has been incorrect at this location which mistakes happen that’s not really my issue. My issue is how I have to argue to get it corrected and have had similar arguments before when something was left off of an order. A simple, “I’m sorry let us fix this” would have gone a long way.

As I’ve said we enjoy the food so it’s disappointing that after today’s incident I don’t see...