On The Border Mexican Grill & Cantina — Restaurant in Grandville

EDIT*

After seeing my review, I was contacted by the Area Director Of Operations for On The Border. He literally went wayyyy out of his way to make things right for my family and I. Had this not happened, I would not have been back, but since he took care of me so well, I will definitively be back! I literally can not say enough good things about this man. It says so much about this company and how they genuinely care about their customers.

I have a few faves at OTB, but the carmel filled churros and sopapillas are SO BOMB I CANT EVEN!! Just cinnamon and sugar goodness right there!! Thanks again so much Bob, everything is/was sooo appreciated!!!

The last two times we have been here, have honestly been the absolute, hands down, worst dining experiences I have ever had.

I order grilled fish tacos, PLAIN, with ALL RICE every single time I go here and every single time, they screw it up. Every time, honest to God. I don’t know how I can break it down or articulate anymore than what I am saying when I order it. I mean seriously. Today, I don’t even know the servers name, because she never told us. This girl should NOT BE WORKING HERE OR IN THE FOOD INDUSTRY PERIOD. She brought out the food, with the cabbage slaw junk on my tacos and there is rice and beans on the plate. I told her and she says “ well it’s just the cabbage on it”. I said “are you serious, that’s not what I ordered!! She said “what do you want me to do?”

Lord, take the wheel please. She was super annoyed with me that she had to bring it back to the kitchen. Then brings it back out with barely any grilled fish in each taco. Pretty sure she picked it off and re plated with rice, because it came back in less than a minute. This is so unacceptable on so many levels. My daughters fries were dark brown, over cooked, cold and disgusting. My other daughters, however, were very surprisingly cooked the way fries should be cooked. So, they food run 2 exact same chicken tender and fries plates, one the way it should be and the other with the worst fries ever. This again happens frequently to one or both of my girls. She again, with an attitude brought a small plate with about 12 fries on it after I pointed this out to her.

Never pre bussed the table at any point, dirty dishes stacked all over the table. The manager David came only because another server heard me complaining. David says he would comp the entire meal and just comps my meal only. I’m so disgusted at this point, I pay the bill. It was 14.60, I gave her a 50.00 bill and .60 and I said please don’t give me a bunch of ones back. SHE BROUGHT BACK 30.00 DOLLARS IN THE CHECK HOLDER!!! Are you kidding me??? At that point, I’m LIVID and again another different server hears me so upset and asks what’s wrong, she tells this most rude and unbelievable server who then brings back 5 ONES AND SLAMS THEM ON THE TABLE!!!! You literally can not make this stuff up. I said that’s it, I’m done!

Yet another server hears me again, saying that she still shorted me a dollar and gave me all ones back!! At that point Noah comes out, another manager, who was actually in a state of shock listening to everything that happened on this visit and the horrendous last visit (on my twin daughters’s birthdays). Noah was very nice, sympathetic and obvi comped the entire meal, gave me my money back and gave me his card to personally request him and call him, on his cell, if we decide to go back, before we get to the restaurant. Like I said, Noah took care of it, I appreciate everything he did, but I still felt compelled to review this horrendous experience, so other managers and people going here to eat can see what kind of “unacceptable on so many levels” experience...

We ordered online here a week or so ago. I had to adjust the order that I placed online and tried to call them to do so. I called twice just to have the phone in takeout ring nonstop without answer. Because I needed the order adjusted before the kitchen started it, I called back and asked for the manager. I got Sara who told me that she would personally see to it that my changes were made. (I asked for fries to be substituted on my taco meals instead of rice and beans.) She also told me to come a bit later because they were so busy. She actually told me to come at 7:15pm instead of the recommended time of 7:00pm. My husband showed up at 7:10pm and the order was just being walked out of the kitchen. When he got it home it was a disaster. There were no fries substituted and everything was COLD. When I say cold, I mean the beans in my meals were REFRIGERATOR COLD. It was very bad outside and I didn't want to go back so I literally put every meal in the microwave. I called Sara back to advise her that she forgot my replacement fries and I had to microwave everything. She sounded very sympathetic to what happened and a bit confused too because she said she packed the additional fries herself. She asked if I wanted her to personally cook it all again and I said I wanted a refund instead. She told me she was sorry and promised me a "substantial refund" on my bill. It's a week and a half later and she never credited me anything. This was the last straw for me. Ever since COVID hit, this restaurant has been horrible; food and service. I will never go back....

Sunday lunch arrived at 11:15a.m with 2 adults and 3 kids. We were greeted with a Luke warm hi at the very least. The greeter/ server was obviously not in a good mood. She showed us to a table that was way too small for us so we asked to be seated on the front porch area which was inside. There were plenty of tables as the restaurant just opened. She immediately said "No" there is no one in that area to serve you. I can completely understand that having been a server myself. So we were seated in another spot. We hadn't been served drinks yet and to my surprise the same server/ hostess began seating people on the front porch. I couldn't believe it! Oh and that just happened to also be her section. I'm not sure what her problem was but for some reason she didn't want to seat us there. Maybe my 3 boys intimidated her? Anyway, we were finally served our drinks and the glasses were filthy. You could scrape the film on the glasses and see the grease. I showed my server who apologized and returned with clean glasses. Our queso had a hair on the side of the bowl but my husband was so over it that he just said forget about it. This was a horrible experience for what could have been a nice Sunday lunch. Too bad. The good news is that there are other restaurants to choose from in the area. I did get the servers name but having been a server myself I decided to just leave a review. Maybe she was just having an off day. Either way Mgmt will get complaints from others if this type of customer...