On The Border Mexican Grill & Cantina — Restaurant in Las Vegas

We came in and were seated quickly as there were 4-5 tables with anyone sitting in them. After being seated we saw a male server just standing by an entrance to the kitchen. The general Manager a Hispanic male was entertaining a table of people, laughing and joking with them. We have not chips, no drink orders in fact no one is even acknowledging us. We sit there for 10-15 minutes.

Finally the General Manager notices that we are just sitting at an empty table and ask the male server if we are his table he said no. He ask who's it was. the server mentioned it was another female servers, so the General Manager told him to go tell her. Being a member of management in my own company I would have at that point having recognized regular customers, come over and apologized for the wait. But he was to busy trying to impress this other table.

Finally our server comes over brings us chips, she seems to remember us and ask if shes helped us before. We said yes she has. She tried to guess what we like to order. (She has only helped us one time before) Her guess was wrong but hey no big deal she was trying. Noticing our menus are closed she ask if we were ready to order my husband said yes. He told her we would like to have two diet cokes and an order of empanadas. At that point before letting us complete our order she said okay I will be right back.

We notices her other tables are on the opposite side of the dining area where she spent the next 10-15 minutes. We finished the chips with no drinks. When she does return to the table she brings one diet coke. I mean I love my husband but I didn't want to share my drink with him. she goes to leave and my husband asked her is she is planning to bring another drink. Replying "oh yes of course be right back" She left again and at this point we have still not even gotten to place our order.

I was so hungry and now frustrated. I notice the manager and the general manager are sitting in a bother 3 ish booths away while all this is happening. Never bothering to come over or even seem to notice the horrible service. I get up and have to track down the server who is busy helping the table on the other side of the restaurant. I told her I would just like to have the check. Looking very confused she shows me the plate in her hand and it apparently was the empanadas, which were burn and the meat and other stuffing was black and spilling from the sides. So I am not sure why she even thought that would make me change my mind. i told her i don't want them I just want the check.

I sit down with my husband and tell him I am very sorry but I asked her to bring the bill and would prefer to go somewhere else to eat. the server then comes to the table with the same empanadas. I told her again i don't want them I just want my bill. She asked if I wanted to talk to a manager I said I don't need too i just want my bill. She became annoyed and snapped back " well I have to talk to a manger to remove these from the check." Understand i did not ask her to, I would pay for them I just wanted to pay and leave. I hear her at the booth with the managers say " Now they're just mad."

The manager looks over see its regular customers and looks concerned and quickly comes over to apologize. she even sits in our booth with us and I must say she was very nice and did seemed upset but it was to little to late. My husband went to explain that its not the first time we had bad services here. i stopped him and said it wasn't worth explaining as it was not going to change the way they treat customers. the General Manager then joined us and tried to apologize. But I cut him off and said look I will pay for the empanadas I just want to pay and leave. He said fine you don't owe us anything. my husband apologized and said we will not...

UPDATED REVIEW: Management seems to have figured out the seating issues and we go frequently now and have ner had the below issue again. The servers are friendly, the food is good, and the prices are reasonable. I'm not sure if management has completely changed, but I haven't seen the old manager in some time and the current manager is very professional and she is very proactive.

OLD REVIEW: We tried to go to On The Border tonight. There were 3 handicapped people, one of which is fresh from surgery and can not stand a long time or repeatedly sit and stand, which was conveyed to the manager.

We regularly come here 2 to 3 times a week and tip 20 - 60 percent, depending on the service and the food ordered ( we tip higher when we order the specials). The servers are generally good people, attentive to our needs, provide good prompt service or an explanation why that would not be possible, and generally address any questions or needs we might have. The servers, most of the hosts, and the food runners are friendly. The other manager we have dealt with iin the past have always been sensitive to our needs and have provided us with exceptional service when we have disclosed a particular issue requiring special accommodations or had a general issue.

This manager would not let us sit a table that was empty (actually our regular table due to the proximty tonthe handicap parking and ease of wheelchair transfer and close by storage for our service dog ) because that table would not be able to recieve service for 10 minutes because they are, as always, short- handed. Because of our limitations, we asked if we could sit there until the server was available. He told us no. I told him that I could not get up and down repeatedly because of my handicap. He told me I could wait in my car ( which would have required me to walk around the restaurant back to my car and sit until the table was ready and get back up again, so not addressing my handicap issue as I have already stated to him).

It doesn't make sense why, if the table is empty, we understand we will have to wait for service and don't have an issue doing so, and we have extenuating circumstances that have been explained, we can't be seated at an empty table for 10 minutes. Good customer service would dictate that perhaps an exception could be made.

I also l don't understand why THIS manager always seems to be the root of any issue we have previously had in the past few years at this location. Bad customer service from him every time we have...

This is my husband's and my go to place. We love it. But today it was disastrous. Our server, Ashley, who slurred her words, served cold chips, then my husband ordered mango iced tea and I ordered regular iced tea with a side of lemon. She brought them out and couldn't remember which was which and acted like it was funny and no big deal. She said, "I guess you'll figure it out". She told my husband that they were out of mango tea so she brought him peach tea and told him he'd like it better because it's her favorite tea. She also forgot my lemon. When she brought the lemon she was conversating with another couple a couple of tables over and walked kind of backwards towards our table and put the lemon down and walked away. My tea tasted old but she said "Really? It was just made." She asked if we wanted more chips (but not salsa...??) We said yes and while my hand was still in the 1st bowl of chips she took it away. I ordered a side of black beans and lime rice. A male brought our food out to us. Usually the black beans are very hot. These were warm. He brought me Mexican rice instead of lime rice. It was barely warm and barely tasted like lime at all. I was pretty done at this point and decided to take my meal home, but as I looked at the rice it didn't look like it usually did. I tasted it and this is when I discovered it tasted plain. I asked her to take it off the check because I'd had enough. She put the bowl of rice into the bowl of beans and said ok. I have NEVER had such an unprofessional server anywhere, ever. Mind blown. She ruined our lunch, our date, our meal, and our favorite restaurant....