El Tapatio Mexican Restaurant — Restaurant in Kissimmee

After having 2 pieces of hair in 1 plate of food, and asking Assistant Manager Ruby to credit 1 entree; she refused. After asking to call the manager, we were told the manager was off-site and too busy to address this matter. Assistant Manager Ruby stated, she would call the police instead. El Tapatio policy is to not credit for 1/2 consumed food, regardless of hair on the plate or the fact hair was consumed in the process of chewing the food while dining at the establishment.

This experience was horrific; we have dined here about 6 times in the last 3 months. Instead of coming to speak with us, Ruby provided a brand new side dish. When asked, would she want to eat after having hair in her mouth, Ruby had no response. When asked if this happened to her in a dining experience what would she do, Ruby stated “I would just pay for the food and not return to the place”

While young, this is poorly managed and inexperienced customer service. So El Tapatio would rather lose returning customers?! Not a very strategic business plan or effective customer service.

Additionally, the owner of this establishment should better train his “Assistant Manager” in better business practices and customer service.

By the way, Ruby also was insinuated the hair could have been placed in the food; I have bright red hair, from the pictures, the hair is brownish black. Needless to say, I have a professional career, so suggesting I’m trying to get a “free meal” is appalling!

As mentioned, since moving to Orlando 3 months ago, I have dined at this establishment 6 times, at the recommendation of friends. Please be advised I am informing those associates, as well as others within my business/personal network to not support this establishment.

On top of that, we were erroneously charged for the Mega Margarona, which we did not even have; so an extra $35.00 on the bill, and I still left a tip for Server Norismel.

This establishment doesn’t appreciate valued and good paying customers! Just rather push Ruby and her narrative of “we don’t accommodate for our errors, ie hair in food (unsanitary conditions) nor credit for unsanitary food platters!” Is this the process set forth by management? Have your staff threw them police action and be confrontational? Would be interested in reading your mission statement and business plan. Guess “customer is NOT right” nor should enjoy the dining experience at El Tapatio. In an era of economic crisis and small business closing, one would think you would value customers, especially returning ones.

Note to Manager & Owner: provide better customer service, establish better communication with your staff when off-site; it’s highly unprofessional for your Assistant Manager to claim you’re “too busy” to handle a customer matter; let alone your very untrained, inexperienced “assistant manager” to revert to and threaten to calling the police, as opposed to crediting 1 entree, which by the way, I fully encouraged police intervention because how much more of a spectacle could’ve been made for your establishment and the patrons already dining in and for...

If I could give them 0 stars I would! I usually go to their other location on 192 but decided to give them a try. I ordered their ribeye steak and shrimp combination. The food came out fast and was very presentable. When I went to take a bite of the steak, it had a very funny taste to it. I let a family member taste it as well and they agreed that it didn't taste right. When I let my server know that there was something wrong with the steak, he didn't understand what I was saying. He thought the steak wasn't cooked to the right temperature. I said it was, but that it had a weird taste to it. He finally sent over the manager, to translate, and I explained to him that the steak didn't taste right. He said no problem, would I like to order another steak or something else. I ordered carnitas instead. After a few minutes, the manager came over said the other food was on the way, but that someone in the back tried my steak and said it tasted fine. First off, especially nowadays with COVID, why would you eat from someone else dish. And Second, my grandfather was a butcher, so he taught me about when to eat and not to eat meat, especially steak. After we finished our meals we got our check. I noticed a $3 charge on our bill. I asked the server what it was. Again, he sent the manager over to translate. The manager said that the $3 was for the steak. I said, why would you charge me for the steak when there was something wrong with it. I work as a server, and when there is something wrong with a customers order, you replace the meal and don't charge them to replace their meal. He said that's the way they do it here. I said that's not right. He said sorry but that's how they run it there. I paid the bill and left. I will never come back here again, and probably not even go back to their other location! Very very poor...

I have been a frequent customer at this restaurant, as the food is great. However, the management—particularly my experience with the manager, Valeria—was disappointing.

During my recent visit, I requested a takeout order to be prepared at the end of my meal. Instead, it was brought out with my dine-in food. When I reminded them it was for takeout, they insisted on packing it immediately, which I accepted.

At the end of the meal, I received the takeout order, the bill, and noticed I had been charged for an extra item I never ordered. When I brought this to the attention of my server—who was new—she apologized but stated that since it had already been placed in the system, I would still be charged. To avoid any issues, I agreed to pay for it.

However, when I got home, I discovered that not only was my takeout order incorrect, but I also never received the extra item I was charged for. I contacted the restaurant, expecting a resolution—either receiving the correct order or a reimbursement that would allow me to reorder via Uber Eats if necessary.

To my surprise, the manager, Valeria, only offered a $5 refund, which was an unreasonable solution given the circumstances. When I explained that I simply wanted what I paid for, she stated that this was the best she could do and even dismissed my concerns, saying I was free to leave a negative review if I wished.

I believe in fairness and gave the restaurant a chance to make things right with a reasonable resolution. A full refund or sending the missing items would have been the minimum appropriate response. I hope this incident prompts them to review their customer service approach, provide better training for new servers, and improve their management standards.

Very...