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 appreciated valued and good paying customers! Just rather push Ruby and her narrative of “we don’t accommodate for our errors nor credit for unsanitary food platters!”

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 your too busy to handle a customer matter; let alone revert to threatening calling the police, which was encouraged because how much more of a spectacle could’ve been made for patrons already dining in and for the...

Carecen de profesionalismo! Not professional or courteous at all! We were a group of 17 people to celebrate a birthday. There were 13 of us who were there at the restaurant waifor about 30 minutes, asking for a table, but the host didn't allow us to sit because we were missing 4 people The restaurant was almost empty. When I asked the host and manager if they could allow us to seat, so we could start ordering appetizers as my dad is 80 years old and hadn't eaten, in a very rude attitude, said no. When I asked why, the host said that the Mariachis were arriving in a few minutes, so I asked, what did we had to do with the Mariachis, as I wasn't understanding. She replied, with attitude, that because of the Mariachis, the place was going to get full of people. So I asked, but by now we've been waiting for 40 minutes and it's empty, you will seat us, right? To what she said no, turned around and kept walking. We will give the seats to whomever comes in. I repeated to her and the manager thst there were 13 of us there, and the manager said that those were rules. Our group went outside to discuss if we were staying, as after waiting that long, they weren't willing to seat us, and the worst part, the bad attitude in which we were spoken to and ignored. Suddenly, the manager opens the door abruptly points at us and says: "Oh, and one more thing, we do not accept (pasteles) cakes inside!". We all looked at him surprised, and my sister said, "You should've said that when we called earlier and told you ahead of time that we were coming to celebrate a birthday." He then turned around and pointed to a sign on the door and very upset told us, " It's written here." Then went back inside. The door sign only said that it was not allowed to bring outside food. It didn't say anything about bringing a cake to celebrate a birthday after eating, something we especially asked over the phone. They forget that even when the food is not great at certain restaurants, people keep on going because of the way they are taken care of! It's never what you say, but the way you say it. They lost a huge sale of 17 people for their arrogance, lack of professionalism, and attitudes. I was never treated like that in a restaurant before. It shows that they don't value...

It’s so sad that I’m even having to write this review. I’ve been a loyal customer of this restaurant for years some people would even say I had an obsession with how often I came. The staff has always been kind and welcoming, but the manager is absolutely rude, unprofessional, and disrespectful toward customers. The way he speaks to people, including me, is unacceptable, and he shows no desire to resolve mistakes or take accountability when something goes wrong.

I recently placed an order through their website. That day, their Wi-Fi happened to be down, but the money was still taken from my account. Instead of doing the right thing offering a refund or simply making the food they refused to give me my order because they “couldn’t see it on their end.” I had both an email confirmation and a bank transaction proving I placed the order.

They kept pushing me to contact their third-party platform, even though that company clearly states they only handle business-to-business interactions. The responsibility should have been on the restaurant, not me. When I asked them to provide proof that my order was canceled (such as the order number), they refused. To this day, I’ve never received a cancellation email or refund.

On top of that, the manager yelled over me, belittled me, never once apologized, and even hung up on me. I remained polite the entire time, simply trying to figure out what to do. To be treated this way after years of loyalty was shocking and heartbreaking.

The staff members are sweet and hardworking, but the manager has no compassion, no accountability, and no respect for customers. It seems like all he cares about is money, not service or integrity. It’s truly disgusting, and I honestly pray he reflects on the way he treats people. No business can thrive long-term with leadership like this and I don’t believe God will bless a business that treats loyal...