Gloria's Latin Cuisine — Restaurant in Garland

I’ve always enjoyed visiting this restaurant — the atmosphere, drinks, food, and customer service have consistently been excellent. However, my recent takeout experience left me deeply disappointed and disheartened.

I placed a takeout order that was unfortunately made incorrectly. I reached out to the restaurant and spoke with a manager named Renee. He was friendly, apologized for the inconvenience, and told me to give him my name so that the next time I ordered, they could remake the meal correctly. I appreciated his approach and trusted that the situation was resolved.

Two weeks later, I had a craving for the same meal and decided to return. I explained the situation to the waitress, including what Renee had promised. To my surprise, she told me that Renee said he wouldn’t be honoring what he had previously said. I requested to speak with him directly.

When Renee came over, he claimed he didn’t remember our conversation and said he doesn’t “do things like that.” He dismissed my concerns, stating that two weeks was “too long ago” to recall. I felt judged and brushed off — as if my appearance that day affected how seriously I was taken. I calmly explained that I had no reason to fabricate this and reminded him that he took my name down and instructed me to mention his name on my next visit. Rather than take accountability, he implied I was trying to get a free meal and questioned why I didn’t keep the receipt, despite him assuring me the situation was already noted.

What upset me most wasn’t the food mistake, but how I was made to feel — disrespected, disregarded, and stereotyped at a place I’ve frequently supported. I left politely, but this experience has stayed with me. I intend to reach out to corporate because it’s not just about the meal, it’s about the principle and the dismissive attitude shown by someone in a managerial role.

This was my first negative experience here, but it was significant enough to make me reconsider returning. Being made to feel like you're scamming or lying over a simple error — when you’re a loyal customer — is truly...

Gloria's is a go to for my husband and I. We usually dine at the Addison location, but since relocating the Firewheel location is the closest to us. We haven't dined inside of a restaurant since the pandemic, but we do occasionally TO GO meals. So in an attempt to satisfy our craving, I called in an order yesterday which began with me being placed on hold by one young lady for 3 minutes and then a different person came to the line whom I placed my order with who was quite quick in his tone as in an effort to hurry and get me off the phone. Now we all know not all restaurants have been busy during the pandemic so I was quite annoyed with the rushing. I kind of figured with the phone experience my husband wasnt going to have an attentive experience going in to pickup the order. Of course, he did not he told me when he came in, he wasnt greeted and there were 2 workers at the counter who were having a conversation and went to walk away without acknowledging him or providing assistance. My husband immediately caught their attention and it was at that point they commenced to providing mediocre assistance. Gloria's isnt the normal low priced meals, so to find that sides that were apart of my meal were missing had me quite frustrated. During these challenging times if you have consumers willing to spend their hard earned money in your establishment, the least you could do is provide good service and complete meals. If it wasn't for consumers spending money in your restaurants, your employees wouldnt have a salary and your revenue would suffer, keeping that in mind along with consideration of just good ole regular service...

My wife and I have been going to Gloria's restaurants for over 20 years (Dallas, Addison, Rockwall, and Garland) as we know we can count on great cuisine, atmosphere, and service. However, on July 22, 2023 this was not to be the experience. We arrived to be seated outside (seat 12/1) in Garland, following an ignored of beverage request we waited patiently a while only to receive our food order prior to our beverage service. We asked about our beverages prior several times. Our server (1187) seemed to not care that we received our food well ahead of our beverage, his supervisor took the same attitude attempting to shuffle us out. Now we have our lunch without our beverage, the manager attempted mitigation by offering my beverage for free (I did not finish). My spouse, though did not drink was charged was trying patience. As I requested our bill it was brought and we were shuffled out embarrassingly. I was completely embarrassed by the wait staff and the management staff. The initial bill brought had no detail, just the total of our dining experience. Detail is something that was needed here. I spoke up and the manager shut me down in a crowded outside dining area. Very embarrassing. Not what we expected at one of our favorite restaurants. Service that dictates experience exceeds everything. This was the worse. Maybe they are going to woke or commercial business model, we hope not.

REPLY SENT 2 DAYS AGO

Never heard back from Customer...