Fajita Pete's - Tomball — Restaurant in Houston

Have to share what happened tonight. We placed our order around 7:30 to dine in. There was only 1 table in the restaurant. I am sure that there were call in orders. A family of 3 walked in and a single man walked in right after them. Orders were placed. Single man sat near us in a both waiting for his order. More folks came in. Place became full. Family of 3 got their food. A couple who came in after the single man got their food. Single man finished his beverage and asked about his order. There was a tall, young man working, a young lady working and a mature woman working the front. The tall, young man was standing there when the single man asked about his order. He said it would be a few more minutes. The single man said that it had already been at least 20. And that was no exaggeration. The young man then ignored the single man customer. So the customer went over to the booth where he'd been. We started to chat with him. More time passed. More folks came in. Single man asked the young lady about his order. She mumbled something about meat cooking and it was Friday night and offered to refund his money. Single man says that he wants his food and sits back down at his booth. Very shortly the tall, young man asks the single man customer if he could move since they were short tables. Well, this was the straw that broke the camel's back. Single man customer very calmly asked for his money back at which time his food finally came out. He then told the 3 employees who were all standing there that this was his first and last time at Fajita Pete's. Then the tall, young man says, "That's cool", to the single man customer. WOW! REALLY! I was amazed. Not once did any of the 3 employees admit to losing his ticket, which I am sure is what happened, or did they offer him a free dessert or 2, or offer him chips and salsa while he waited or something else to drink. Instead, they acts as if he was a nuisance. I called another Fajita Pete's to find upper management but this one is not owned by the same person who owns the one where I called. They have good food, but obviously do not train their employees very well. Why wasn't a seasoned manager there on a Friday...

UPDATE: I should have updated sooner, but life happened, and you know how it is... After speaking to the GM of the restaurant, Grace, I was refunded for my order and was offered a complimentary dinner either at the restaurant or delivered to my home. Grace was very apologetic, and made me feel like the service I experienced was not a part of their culture at Fajita Pete's. I accepted her offer for the complimentary dinner, and the fajitas were delivered very fast and tasted great. I appreciate them taking the time to correct the situation, and keep me as a customer. We will definitely order from Fajita Pete's again.

ORIGINAL POST: We have ordered delivery from this restaurant a handful of times. The first 2 were great. However, over the last few months the service has gone down. This past Monday we ordered dinner and were given an estimated delivery time of 35 minutes. After 50 minutes goes by, I receive a call that they got backed up and were leaving the restaurant, and it would be a additional 10 minutes for delivery. By the time our food arrived, it was about an hour and 10 minutes after the order was placed, over double the quoted amount of time. We start unpacking and notice one of our quesos was missing. I called the restaurant to get a credit back to my account as my husband started unpacking the rest of our order. 2 out of the 3 plates were barely room temperature. Not even warm. So as I am on the phone, I tell the person they can either come back and get the food or just refund my money because we weren't going to eat it. Such a disappointment! He quickly said he would refund my whole order, however, I am still waiting for the credit to my account...

I’m simply a doordasher but I’m also a customer I like door dashing because it gives me the opportunity to try new restaurants based off vibes, smell and customer service I will never ever eat here after being talked to like a dog being talked to like a little boy I came in and did not get greeted at all no hey will be with you in a moment just dry not welcoming energy after waiting for several minutes I decided to ask a worker if my order was ready because I saw a bag sitting by itself I thought maybe it could be mines when I got the Arab/indian lady attention I was greeted with a attitude she asked me what did I want in a very rude way. Then she cut me off and said your here for DoorDash don’t you know the orders take 15 minutes. So at that point her husband comes over to me and starts talking down to me as well. I try to explain to him as a man that the service his wife was giving is not right and very rude why would I ever want to eat here or tell my friends about this place if your customer service is so disgusting. He tried to defend her instead of offering an apology and then his wife from behind kept raising her voice at me saying you got your order NOW LEAVE. I was kind and respectful I waited several minutes before I tried to get the attention of one of the workers, this is my job I owe it to my customers to let the restaurant know that I’m picking up a order or to see if my order is ready so I can get it to the customer as fast as possible. I will never return here the lady has a disgusting personality...