Uncle Julio's Oakbrook — Restaurant in Lombard

UPDATE: May 20, 2022 - Management did reach out to me and listened to my concerns regarding the operation and running of this location. They offered me gift cards to replace the meal, which I declined because of the last experience. However, they did try and make it right, and gave me a full refund on the meal and apologized for what had happened. I raised my rating from a 1-star to 3-star based on the fact that corporate management was professional and courteous, and I will commend them for that. — Came here for my birthday dinner. Sadly, regretted the decision to eat here. Our waiter was not very pleasant. And appeared to be bothered and upset anytime we asked for anything. He even got our order wrong and gave us an item we didn’t order, and tried to pass the blame on my husband. We were specifically clear on what we wanted, but the waiter chose to give us something else. We brought this to his attention, and he was visibly getting angry, when we were, nicely, trying to explain that is not what we ordered.

To avoid further upset, because it was my birthday, and we was trying to make the best out of a bad situation, we just said we’ll keep these, but please get us the correct order. So, that item didn’t even come out until the end of our dinner, once we finished eating everything else. The sad part is that the manager didn’t even care or offered anything to make it right. This is poor customer service on the manger’s part. She could have at least decided to replace the order complimentary or take a discount off the bill. But, no. Didn’t offer anything.

Also, when our food did come out, it tasted very bland, and the rice and beans were cold and over cooked. The food lacked any real authentic flavor. And the prices were astronomical. I wouldn’t even cared that much if the food was bad, if the service was great. A nice and attentive waiter really makes or breaks the dining experience. But our waiter was not attentive, didn’t clear our table of any extra dishes or cups while we ate. We ate in filth. He didn’t decide to clean until we were getting ready to leave. He also didn’t check on us if we needed anything. We had to get items and request things from other people that was bringing out food. I was so disappointed in this experience that I cried when we came home after. Because it was me and my twin sister’s birthday, and the first time we went back to eat at this restaurant after 2 1/2 years since Covid. And my experience here was so terrible. It traumatized me.

The dishes they gave us for side dishes were wet and dirty; they had left over food on them. A different waitress that brought out some food items, had sticked her fingers in the rice and beans while serving them on the table. I was so grossed out. That is not sanitary. So, we didn’t eat the rice or beans on that particular plate.

At the end of this disastrous meal, the waiter brought us out a churro dessert as a birthday offer that tasted old and disgusting. He had the audacity to even charge us for the birthday dessert, which We did not even ask for. My sister was so upset at this, we asked to speak to the manager, and the staff was getting mad because we asked to speak to her. They let us just wait and sit there, and we asked if she was going to speak to us, the hostess was upset and gave us an attitude. So, it seems like the people here don’t really want to work here, and they see customers as the enemy.

I don’t understand why we were treated this way. Even through all the bad treatment, disrespect and bad and cold food, and trying to be understanding, we still left A tip. I thought of contacting corporate to tell them how poor this restaurant is being ran, but I doubt they would even care. So, I’m writing this in hopes to warn other people to NOT waste their time and hard earned money to be treated rudely and get bad food and service...

TL;DR Extremely slow table service; food is overall good; is it bad service or broken processes?

Three individual visits to UJs serve as the basis for this review. All three visits were for dinner, two occurred on a Saturday night and the most recent (tonight) was on a Sunday. The group size for all three visits ranged between five and seven people and have always included three kids.

First the good: the food has consistently been delicious. The table side guacamole is extremely tasty and all entrees that I've tasted (Juanitas, the jumbo shrimp and the beef fajitas) have all been great to eat.

The problem for me personally has been the inconsistent table service--the wait staff is either stretched too thin, are not trained properly--or both.

Each time my party is seated, we're greeted fairly quickly, the drink order is taken and then things go down hill from there. Waters are delivered eventually (if at all--unless we ask for them) and someone (usually not the original server) brings the drink order. Then the waiting begins.

Food has taken around 45 to 60 minutes, from the time when the order has been taken, to when it finally arrives at the table. I have looked around--and yes, the place tends to be busy. No doubt. However, it just does not seem unusual for other patrons to be in a similar predicament. Table service just appears to be slow!

I'm process oriented, and believe that something is broken at this restaurant. I'm trying to determine whether the problem exists with the front of the house or with the back? Again, the food is good, so is the problem that the wait staff is not getting the orders to the kitchen efficiently? Is it that the front half is doing what they are supposed to be doing but the back of the house is just not organized (or short staffed) and fail to get the food out as they are supposed to?

Final comment: After waiting for ~40 minutes for our food (and helping the wife keep three young kids entertained) I caught tonight's waiter (he was MIA most of the time, never asked us if we needed more drinks after the originals we're brought to our group, forgot the waters until we flagged another server, etc.) and asked him what the deal was with the food? His response was that the line was short staffed. Not a tight ship at this restaurant and I think that I am done giving this place any...

The only reason I stayed through dinner was the service of our waitress was great. Otherwise this location was super dirty from the floors, table and our booth (which I will add I asked to have wiped down and I got a mean mug look at me and then the gentleman took several minutes to finally come back and clean everything off because their was food everywhere). The bathroom was disgusting - greasy walls and doors, trash all over, toilets were filthy like no one cleaned them for days, leaky sink, water dripping on the floor which is a fall hazard and etc. The chips and salsa were alright. The Paloma was more watered down with barely any color or flavor and the beer was flat. The portions were small. The 21 year aged steak had no flavor and was a small portion for $35. The tex- mex enchiladas were bland all around. It's like the meat had not seasoning in the ground beef, chicken or pork. The enchiladas weren't even that hot - it was like they were microwaved. The restaurant is smaller then other locations. Had the typical Mexican decor with a hunting lodge vibe mixed in. Love their solid thick drink glasses but their plates and silverware were unoriginal. The picture framed on the walls next to us had so much dust. The menu had no variety and was the franchise Mexican spot with low quality food. I wish we would of saved $100 & went to a mom and pop spot and gave them our business for date night. Not a fan at all. I feel like their quality to their food and atmosphere had significantly diminished. Poor ventilation inside too. I hate lewving a food establishment and smelling like their food. Lots of...