Las Palapas — Restaurant in Live Oak

Let me start off by saying that I’m a regular at the Las Palapas in the FORUM, I’ve been going there for 8+ years and I’ve never had a bad experience there until this past WEEK. On January 26, 2018 around 8:40pm, I ordered a super taco without meat and a carne guisada. At the window the lady verified my order by saying “Did you want a carne guisada or carne asada?” And I replied CARNE GUSADA. Once I left the drive thru I checked one of my tacos (super taco) and it HAD MEAT. So I turned around to go back through the drive thru.. while waiting at the drive thru I was looking at my receipt and it reflected exactly everything I ordered but I noticed they said I gave them $50 when I only gave them $20.. they gave back the right amount of change and everything.. I just found that weird. Anyways they replaced my taco with no problem and my boyfriend also ordered a taco norteno (which we paid for). I headed to the movies after and once the movie started I opened up what was supposed to be my CARNE GUISADA and it was a BEAN & CHEESE TACO. (At this point I just don’t understand how you mess up the WHOLE ORDER, granted I should have checked both tacos but still it’s their job make sure these things don’t happen). I ended up throwing the taco away an called them then next day. I talked to the morning manager and I explained to her the whole situation (unfortunately I also lost my receipt which did not help but I kept the receipt from my boyfriends order so having that order number kinda helped them find my receipt in their system)and she told me too call back when the afternoon manager comes in (who was there the previous night when it happened). I talked to GLORIA around 2pm.. she told me they found my receipt and said they charged me for a bean and cheese which was not correct because they verified my order where you order, at the window, and I checked my receipt. I asked if I could get a refund because I didn’t eat the taco and that’s not what I ordered and she told me “No, she won’t be able to do that.” Then when i asked if there’s someone above her that I could talk to she also told me no. Now I feel like they just took my money. Then hung up and google Las Palapas corporate which lead me to someone I could talk too. I don’t remember the mans name that I talked too but he was very NICE, showed GREAT CUSTOMER SERVICE and said that he would give me a gift card for my trouble.. even though I Insisted that wasn’t necessary, I just wanted my carne guisada. I truly appreciated him because his workers gave me HORRIBLE CUSTOMER SERVICE. So today (February 2, 2018) I went to get my gift card and talked to the manager (unfortunately I didn’t get her name) and she gave me the gift card with a receipt showing that there is $15 on it. In the evening around 10pm I Ordered a combination plate and a taco Notreno and of course using my gift card. They told me there was a ZERO BALANCE ON IT. Then followed with “oh you’re the one with the super taco and carne guisada.” So they then put the money on there with no problem but when I got home I noticed the gave me the worst taco Norteno I’ve ever gotten there. There was barely anything on that taco. I then opened my plate and the beans smelt like they were old, almost spoiling and I did not want to eat it. It was honestly just the worst experience I’ve ever had there. I feel like they purposely put no money on the gift card to alert them when I’m there just to be petty and mess up my order because I complained to the franchise owner. I’m honestly never going there again cause they’ve given me SOOOOO MUCH trouble this week and it’s not worth it. I feel bad for the man who tried to help me cause he really tried too but his workers were petty and obviously don’t care about their job or giving good customer service. For future customers, be careful when ordering there, ALWAYS CHECK YOUR ORDER AND KEEP YOUR RECEIPT IF THEY MESS UP. I wouldn’t want anyone to go...

I've been going there since 15 years old. I have a toddler almost 2 years old.

The manager, she's blonde I don't recall her name, came up to our table very aggressively and rudely and told us, "oh y'all need to stop letting her play with the sweeten lows because this isn't the first time you've done this even if y'all put it back together, there's people who are looking and watching and we can't explain to them that oh she didn't put anything in her mouth and people are really particular and y'all can't just be doing this or we're gonna start charging you for the sweet n low so either y'all give it to the waitress or we start charging y'all and I know y'all are regulars, and we appreciate that, but y'all need to stop allowing her to do this, or like I said we will charge you for everything" Super aggressive with her tone and it's because the waitress yelled out loud, "she's throwing them all over!" So that's why the manager stepped in but she's was just super aggressive about it. We have never came in aggressively or complain with the waitstaff we are very pleasant people, we aren't rude or loud with others. I pick up after my toddler because I respect the waitstaff and wouldn't like it if someone else did that to me, so I make it a point to pick up after her each and every time. If the manager would have been kind about it or not rude and aggressive I would have been extremely understanding but the fact that she was extremely rude and aggressive, is uncalled for. I don't appreciate it. And there are plenty of people who are sneezing and coughing while grabbing sweet n lows do they also get this treatment saying they are spreading germs and people are watching them touch every thing and they have to replace them and charge them? There was also a toddler on the other side of the restaurant and I did not see them tell them anything, and they were white, is this why we were told something because we are mexican? The sweet n lows I reorganize are not soiled in any way. I have my degree in nursing and I am extremely aware of what can be passed around and what is acceptable for presentation and what is not. All they had to say was, Hey we love to see her play with them but sometimes they get crumbled or wrinkled we are asking all parents if their toddlers didn't play with them, because we have to go back and throw them away.

PERIOD I would have be understanding, at least it would have been respectful. But they singled us out and said this happens all the time!

We've only been there twice this week and that included today. We usually go to the Las Palapas on O conner because their service is friendly and family friendly. ALL LAS PALAPAS should be FAMILY WELCOMING and FRIENDLY. Definitely not "over the top" service, I was embarrassed because of how loud, the manager had gotten with us, rude and aggressive. And my toddler was extremely upset, put her head down in shame as if she was doing anything wrong, other than her just being...

This place was horrible. They do not know the concept of customer. My daughters had order food before my husband and I got there. So by the time we got there our daughters had already paid for the food. One of my daughters came to sit down with us and sighed saying I didnt think it was going to come out to so much for only three enchiladas with out rice and beans. So I checked her ticket and realized the waitress over charged her, which is no big we will just get it corrected and everyone is happy right...if it were only that simple. When me and my husband brought the situation up to the manager she would not look at me or my husband she would only speak to my daughter who is a minor by the way. While my husband was explaining to her the problem the MANAGER one wouldn't look at him two actually used the "yeah yeah yeah I get it". So now some time goes by and our waiter tells us that the manager is checking into it . So we think oh good, then he adds she is checking the camera . I asked the waiter camera?..., why is she checking the camera. He explained because they need to make sure that my daughter was not served the food that she claims she did not order but was on the ticket. I thought that was a little extreme for just a few dollars refund but okay. So the next time we see the manger she literally walks by our table and sets two receipts down and walks off with out saying a word. I had to actually stand in front of her on her way back to the front and ask her what are these for? she explains that she voided out the ticket and we have to pay the actual amount that she owed. I told oh okay because you just came by and said nothing set them on the table and walked off. (I'm expecting an apology for that but she did nothing) So now Im thinking the worst is over this chick has an additude problem but it's over. I only wish that were the case. The rest of our time there the female staff would walk by giving dirty looks even all the way to the time we checked out. This one female staff member in the front kept rolling her eyes and swiveling her neck. Its seems like they took this everday minor mistake on "their" half by the way very personally. I would like to add that we did not ever one "im sorry" from them. Never ever again will me or a member of my family will ever go the that...