El Sarape East — Restaurant in Green Bay

We recently moved to Green Bay and have been looking for a great Mexican restaurant to go to - El Sarape was the recommended place from coworkers and the reviews were great online. For starters, I wasn't impressed with the restaurant's location on the east side and parking was limited and tight, however, it's the food and service we're coming for. We each ordered a happy hour margarita (tasty) and a burrito suizo and Sarape burrito with mole sauce. Portion size was above and beyond expected and everything looked fresh, colorful, and highly presentable, however we've both had better tasting burritos. What left us dissatisfied in the end was the service. Our server, Ben, was not efficient and made us wait on multiple occasions without apology. He'd always say he'd be "right back" but it was more like 10 minutes at a time. The restaurant was not busy and I myself was a server for eight years, I know busy. He neglected to ask how the food was and never asked if we wanted another round of margaritas, they simply sat empty, and being happy hour we REALLY wanted another round. Upon waiting quite awhile for boxes, we boxed our food in containers that did not even fit it all, and then sat for quite awhile longer with dirty plates and empty glasses cluttering the table, reconsidering our earlier decision to order fried ice cream, and ready to get up and get our bill at the hostess station. Thankfully, a different server noticed we were waiting on something and asked. Upon paying, the cashier asked us how everything was. I was honest with her, and mentioned it was our first time and that we will consider a different Mexican restaurant next time due to the service. She simply said "sorry," never asking who our server was, what the service issues were, or bothered mentioning that perhaps that kind of service was out of the ordinary and not their standard, and that we should reconsider them and stop in another time. We unfortunately will not be...

I had not been to the west side location in at least 5 or more years , I was really excited to patronize the new location. Tonight I ordered takeout , placing the order on the phone was fine , when I arrived at the restaurant It was incredibly busy rightfully so on a Friday night before Christmas . Entering the restaurant to pick up my order they made me wait an extra 20 minutes . I was told to be there in 15 when I placed it. . When my order finally came out, i wanted to add a bottle or a can of soda , nobody would speak English to me. Nobody knew what was going on and then just disappeared . A man from the back finally came up to check me out, he made this an incredibly difficult process that was taking several minutes, then he blamed me for not ordering it on the phone as “ the restaurant is busy he said as you can see” . Finally I just told him to forget it and paid for my takeout. I’m really disappointed in this restaurant. It was incredibly loud. It was not organized at all , The staff was running in all different directions. I would see 2-3 sometimes four people bringing out dinners for one table, while abandoning others and myself at the register. I had high hopes , the food was very blah! MAYBE one step above Taco Bell.. I will not be back. I feel like they just threw a restaurant inside of an open warehouse with ductwork hanging from the ceiling with no decorations and empty walls . Definitely not welcoming . It was a very cold, plain, empty, extremely loud environment. when I looked around the entire restaurant, I would say 80% of the people had their coats on definitely...

Today my 3 year old and I we meeting friends her for lunch. Before I got there my friends waited about 5 minutes or so and no one came up to the front to seat them so they called the store to get someone to the front to be seated. When I arrived, I found them and sat down. The waiter came with waters, chips and salsa. I then asked the waiter (Mike) if he would bring another basket of chips as I was ordering cheese dip and my 3 year old likes to take bits and put them back so I’d like a basket for just my daughter and I to share. After all we were on our own bill and I was paying for cheese dip. He told me that it would be a charge for a second basket of chips. I then said “We are on different bills and I’m ordering cheese dip so why would there be an additional charge?”. He proceeded to tell me he’d bring another basket but he would charge me for it since there was three people at the table because apparently my three year old doesn’t count as a person although I’m paying for a meal for her. He was really rude in the way he was talking to us. We decided to leave and go to the location on the West side of town. He was rude to us the entire way out of the restaurant. I have never had such disrespectful service at a restaurant.

When we got to the west side location and sat and I asked for an extra basket of chips and I’d also be ordering cheese dip and my daughter and I were on a bill together and without hesitation she said “absolutely”. Funny that this is the same company and two locations will give you night and day difference in service and attitude compared...