Ojos Locos Sports Cantina (Southwest - Houston, TX) — Restaurant in Houston

To: General Manager and Corporate Office Ojos Locos Sports Cantina 9501 Southwest Fwy Houston, TX 77074

Subject: Formal Complaint Regarding Discriminatory and Unprofessional Treatment by Staff

Dear Management Team,

I am writing to formally express my deep disappointment and concern regarding an experience I had at your Ojos Locos Sports Cantina location at 9501 Southwest Freeway in Houston, TX As a customer who visited your establishment in good faith and with the expectation of receiving standard hospitality, I was instead met with blatant disrespect, dismissiveness, and what I perceived to be racially motivated behavior from your staff — specifically, two bartenders named Diana and Aaliyah.

I arrived during happy hour and took a seat at the bar. After sitting for over ten minutes without being acknowledged, I politely asked Diana for water and menus. Her response was not only unprofessional but aggressively dismissive — she held up her finger with an attitude, gave a condescending expression, and said “Give me a second,” before walking away and never returning. Instead, she sent her co-worker, Aaliyah, to assist — who, unfortunately, was equally unhelpful and disengaged.

I then asked Aaliyah if I could speak to a manager. She walked off and informed Diana, who once again did not respond or make any effort to accommodate or address the issue. I was ultimately forced to get up and locate a manager myself. Regrettably, even the manager failed to take any meaningful steps to address my concerns or acknowledge the unacceptable behavior displayed by his team.

The conduct I experienced felt targeted, discriminatory, and rooted in racial bias. As an African American customer, it was clear I was not afforded the same respect or service as others present. I do not take such claims lightly, but the behavior of these employees — their tone, body language, and unwillingness to provide basic customer service — was overtly unwelcoming and dismissive.

This type of treatment is not only hurtful and unacceptable but also harmful to your brand and reputation. I respectfully urge you to take the necessary disciplinary action and provide comprehensive sensitivity and customer service training to your staff at this location. No one should have to feel unwelcome or disrespected in a space designed for enjoyment and hospitality.

I would appreciate a written response outlining what actions will be taken to address this matter. I hope you understand the gravity of this situation and take immediate steps to ensure no other customer has to endure such...

Will never return to this place!!! We were highly disappointed with the food and the service. When my husband and I walked in the restaurant we were going there mainly for a drink. The waitress who came over to the table used Google translate to tell us she doesn’t speak any English. She then goes to type that the drinks we wanted would be a 20 min wait. We agreed to wait the 20 minutes because as stated that was the main reason we went there. We decided to order chicken fajita nachos to share and my mom ordered a hamburger with fries. When the food came out the nachos were freezing cold, the meat was NOT chicken fajita it was chicken breast. My mom received the wrong order at first and the waitress tried telling us that we ordered what was sent out. Then someone from the kitchen came out and brought the correct burger, the waitress just stood there looking confused. The manager on duty told my husband that the chicken on the nachos was in fact chicken fajita but it depends on who is seasoning the meat so it could taste different (complete turn off! In the Resturant industry consistency is everything)! It shouldn’t matter who is in the kitchen that day. We decided to refuse the nachos so they took them back. Drinks never came out so we waisted our money paying for my moms food because we didn’t even get what we came in the restaurant for. We really used to love this place but it has completely gone down hill and will will...

It is a bad place to visit or attend. The managers are not well trained and abuse customers because they have the power to do so at their establishment. If you want to be insulted and kicked out of a place due management poor policy go there. I was dining there and all the sudden my food and drink were taken of the table and I was asked to close the tab and pay for drinks and food that I haven’t ate yet and be insulted rudely to leave the place for no reason of my fault. When I asked the manager what is the reason he said the waitress should not drink on table with customers . But I told him that the waitress knows this she put the drink in a foam cup so she can take it to the employee back room and drink it. Why should a customer kicked out of a place for a policy he is not aware of and be insulted rather than be welcomed as a customer coming to have a nice peaceful evening. The waitress should be given a warning by the manager and the customer should not be confronted or mistreated by the way the untrained manager handled the situation. Poor upper management gives full uncontrolled power to Lower rank managers without any accountability or monitoring to their actions. And the most important to us as customers that we should not be insulted, humiliated and penalized...