El Paso Rt1 Alexandria — Restaurant in Huntington

Constantly getting the order incorrect. Can never bring out what was ordered. Always missing items.

Literally I have ordered randomly three times in recent months. EACH TIME they miss a menu item.

We asked them to bring the missing item and they told us that we had to present to the restaurant ourselves for the missing item. This was takeout, mind you.

Each time they apologize and fail to take accountability offering a discount on a purchase in the future, not on the meal they screwed up. They offer five or ten dollars on my next order.

Why would I want to come back when you aren't willing to get this order correct.

Their solution was to have me get in my car and come to their business so they could process a refund. Again, they did this THREE OUT OF THREE orders. It's a pattern. Other customers must be experiencing this as often--as the chances I'm the only 'lottery' winner is ridiculous.

We attempted to resolve the issue over the phone. Two managers refused to do anything until or unless I came there myself. So I did.

I screamed. Alot. Because this team simply cannot do their job with any quality. To them, it's like no big deal if half the food or a meal is missing and one person has none of their food in the order. People at my house didn't get their order--and you made me come get it. Say, what?

They say they tried to fix it. A complete lie. I asked for a refund over the phone. They refused. I screamed and yelled because they refused to do anything for me over the phone. Only when I showed up did they offer a refund to get me out of their store. As you'd expect.

Now they post this completely inaccurate response I sat on the floor so that the female manager wasn't physically intimidated by my presence--and yelling. It was done so that people would not feel threatened--and yet you LIE about the encounter. I EXPLAINED WHY I WAS SITTING TO THE STAFF.

I sat on the floor as I thought their female manager would be less cared of me. It was not a temper tantrum. I wanted my money back. That's all. They made me come there to process the refund.

The food was placed in their plastic delivery bags on the floor next to me. The food was not thrown on the floor. That is a blatant lie.

Their female manager helped after two male managers ALAN AND ROY refused to help. MARIA their female manager was more accommodating but completely defensive and was like: I'll buy you a drink. I will give you free food.

I just wanted them to give me what I paid for in the first place. When they refused, I wanted my money. I spoke with ALAN AND ROY and they refused to do anything, actually TELLING ME I HAD TO COME THERE to resolve.

Now that a scene was made in their restaurant they attempt to disparage the customer further after a series of critical delivery failures--each of the three times prior.

The location on RT1 isn't a great location. I live nearby. That is a fact. When I was in their and sitting on the floor, it was greasy. That is another fact.

I am 5'7 and weigh 1155 lbs. I sat on the floor as not to threaten people or have anyone afraid. Anyone that was afraid probably was a child. I was clearly a disgruntled customer that clearly expressed why I was there. They had about 5 male employees standing over the top of m as I sat. That was ok because I didn't want MARIA to feel afraid. Now they say I scared people with half their male waitstaff standing over me. Um....no.

LITERALLY OWN YOUR CONSTANT MISTAKES. GET YOUR KITCHEN RIGHT. CHECK DELIVERIES BEFORE YOU SEND THEM OUT. Better yet, SKIP EL PASO as there is a plethora of great Mexican and Latin food on RT2. Great places with hard working staff that run cleaner plaaces with nicer more competent staff.

The problem here is that they made excuses and failed to act appropriately at the outset. ALAN AND ROY, the two managers escalated it over the phone and left it to MARIA to deal with. They were nowhere around. Never came to speak to me. Sat in the back room while I yelled at everyone making excuses for really bad service that had an impact to those in...

Eh. I've been to two of their other locations many times and had a great experience. I came to this location Sunday evening for dinner and was very disappointed.

My husband and I met here for dinner after my bartending shift. We arrived at 8 to find that most employees seemed annoyed. I checked online to see that they closed at 9, but it's never taken an hour plus to get food at the other locations, so I figured we were good and, if we weren't done by 8:45, we'd get some boxes and leave.

We ordered the chori queso and I asked for a Cadillac margarita. The server disappeared for about two minutes and came back with my husband's Coke and my margarita. The glass was hot to the touch, clearly fresh out of the dishwasher. The few cubes of ice in it were tiny as they had melted down to near nothing. Threw caution to the wind and took a sip, which was room temperature and undrinkable. I didn't want to be annoying so I just figured I would work on my water.

The queso came to the table. I'm not sure what is happening with this but it's really thin and runny now, which makes it difficult for people to share using appetizer plates. The taste was good though, so I'm not complaining about this dish, just something I noticed. My guess is that they put the scoop of chorizo in the queso complete with the grease, but I can’t say for sure.

I ordered the chori camerón (a shrimp and chorizo dish) with no beans, extra rice (sorry, I just really really do not like the taste or texture of beans) and my husband ordered a burrito. Literally two minutes later someone brings my husband's burrito and...a chicken dish for me. I explain that I'm sorry but I ordered chori camerón and the food runner apologized and said it would be just a moment. No problem, stuff happens, I'm still looking forward to my meal.

Ten minutes go by, it's now 8:30. My meal is brought out by the same food runner who merely drops it and leaves. My husband is done eating and waiting to ask for a box. I look at my meal. The dish is correct, but there are beans literally all through the queso (part of the dish) and shrimp. At this point, I'm on the verge of tears, which I fully admit is ridiculous (I'd had a very long 10 hour shift and everything just got to me at once). I went outside and cried a bit, composed myself and came back in.

At this point, I've gotten runny, thin queso, a warm margarita, the wrong food, and food that has the one thing I asked to omit throughout (also, had they been on the side as they should be if you ordered the dish as it’s supposed to come, I would have been perfectly happy to eat around them, but there were swirls of beans throughout the queso). The manager offered to get me a third meal and I declined. My husband has finished eating and just needed a box.

They did take my meal and margarita off the check, charging only for my husband's Coke, burrito, and the queso. We didn't ask for the meal to be comped, but it would have gone a long way considering I literally received no food and our experience there was horrible, but it was fine since he did eat the burrito. I guess it was just surprising because there's no shot that I would have presented a bill to a table in this same situation where I work. It would be embarrassing to me to ask for money after that, but again, we didn't complain about it and paid the tab.

We of course tipped the server since none of this was her fault. It felt like people just rushing to make sure they wouldn't have to stay after 9, but we would have been out of there well before then anyway.

Giving two stars for the size of my husband's burrito and the fact that he enjoyed it. Taking off three for messing up an order twice, serving warm margaritas in hot glasses, and rushing to close when it's still an hour before that's supposed to happen.

Will continue to visit other locations. Steering clear from...

Super excited to find out there was an El Paso location in Alexandria as the springfeild location has always been our absolute favorite Mexican food since moving out here ..

Our experience here was disappointing at most.

First off I think the layout of this location was unnecessarily crowded. Our group had 3 adults 2 kids and an infant. We were seated at a table in the back so crammed in there was barely walking room between us and the booths behind us without squishing the children into the wall .

Got there around 1 place was not busy maybe 2 or 3 other groups Our server rushed us imeadiately to get our drink orders. I requested water as I was planning to check out the cocktails and margaritas menu the moment "I'll start with a water" came out of my mouth our waitress rolled her eyes and turned to the next person at the table.

As soon as she arrived with our drink she imeadiately started rushing everyone at the table to order. Mind you we had 3 children with us in our group. But we managed to order I turned to tend to my 6month old infant drink menu still in hand as I hadn't had an opportunity to look thru it yet and our waitress quite litterally grabbed the menu out of my hand and left...

Our server only returned once durring our meal and we had to flag her down to get our check and to go boxes..

As far as the food goes fairly standard Mexican cuisine. I can say the springfeild location runs circles around the food here at the alexandria location. Everything visibly seemed to be about the same while still being totally muted flavor wise.

The gnats and fruitflies buzzing around the dinning room was definitely cause for concern.

Portions are great prices are fair. Never had the opportunity to try any of the drinks or margaritas.

Over all it's definitely worth the extra 10 mins to drive to...