Santiago's Mexican Restaurant — Restaurant in Longmont

So they serve these cheap, cheaply made burritos for breakfast, you get what you pay for. The advantage is they make them very fast. The burritos contain: scrambled eggs, fried potatoes, green chili, and a meat of your choice. Compared to more pricey breakfast options the food is basic and decent, not amazing, but it's good when you're on a budget/in a hurry. One hungry morning I decided to buy breakfast. I arrived/ordered fifteen minutes before my bus would arrive at the bus stop down the street. I figure this is fine, they usually finish orders in under three minutes. But I guess that's only if you ask for a normal burrito, if you deviate from that established pattern by even a fraction, apparently it leaves them completely stupefied. You see, this morning, I decided to mix it up. I ordered a smotherex burrito with extra potatoes on the side (I like potatoes). When I did this the girl at the register even paused and looked at me like I had asked for her mortal soul or something. So I wait, figuring it won't take them that much longer, I work restaurants, so I'm picturing a quick change in the routine: burrito in a box, throw in an extra handful of the same potatoes you just put inside the burrito, smother it with an extra scoop of the same chili you just put inside the burrito. Done. Right? Apparently not. I stood there for over ten minutes watching every other customer, in front and behind me, get their basic burritos like they were coming out of a vending machine. Where was mine? Eventually, I was all by myself, just standing there like a chump. Instead of asking me if they missed my order or anything, the staff stood there idly talking and joking. I looked at my watch. Four minutes before my bus arrives (so much for eating before I get to work). Finally, the manager brings a box forward, and an extra little container. He checks them as I step forward, then stares at the receipt for a while as if re-reading it multiple times. At this point, I didn't want to be rude, but I needed to catch my bus or else I'd be late for work. I asked if I could please have my food and told him I needed to catch a bus. He finally seems to notice me standing there, so I just grab my food and sprint out of the place. I barely made my bus on time, and the separate container of potatoes fell on the sidewalk and spilled everywhere (I did actually ask them to put the potatoes in the same box, too). Maybe I just encountered a bad shift or something, but I really don't see what was so complicated about my order as that it took so...

Our family has been a long time customer of Santiago's. Unfortunately, this may no longer be the case due to the lack of customer service skills. Our order was placed on the phone and when it was picked up Teri assisted in placing everything together. I might add there were two toddlers tagging along for pickup. We inquired w/Teri if the two bags were all, she confirmed.

At home we realized a burrito was missing so when we called back to tell Teri the order was missing an item she said we'd either need to come back to pick it up or to come pick it up another day. If the mistake is on their end, and they failed to check the order was complete, which by the way I've worked as a host/server before & I know one of the responsibilities is to check that orders are correct- the question posed is why inconvenience the customer further by requesting they go out of their way AGAIN to pick up the food that Santiago's forgot to include in the first place? & why inconvenience the customer further and request they come back another day to get their food when the whole point of ordering take out is to eat right away thus eliminating the hassle of prepping your own food.

This is disappointing. Both these options are super inconvenient for the customer, who already is being inconvenienced by not having their food. Unfortunately, this response is indicative of no accountability being taken by Santiago's because the "solutions" provided to the customer seem to be "solutions" the customer is taking initiatives on(time/resources/driving again) not Santiagos itself for their error.

It was inquired if the item could be removed from the ticket, since it was missing, and Teri informed it could not be removed at this point; there was no way (understood), unless the whole ticket was scrapped. I will let that speak for itself about their customer service skills. (& for anyone that doesn't catch on- Lol, isn't that really the least they could do after the hassle? it was never offered, however. Thats ok)

So if you're looking for a place that will provide great customer service and take accountability for their errors this may not be it.

& they can keep the missing burrito we paid for too! We...

I was completely embarrassed in front of staff and customers by the cashier today. I went in with my 3lb dog, who was in a shoulder pouch, and my 9 yr old son, to pick up an order I placed over the phone. The girl working at the register said "Is that a service dog?" I said "no, but it's too hot to leave her in the car. I'm just picking up an order." She said "I can't have dogs in MY lobby, you need to go to your car and I'll take you your food." There was about 5 or 6 customers standing there listening. I was not standing close to the counter when this was transpiring so she was talking loud enough for everyone to hear . I was standing near the south exit door. I told her okay, but I needed to pay for my food. She told me no, I'll have to do that at your car too." I said okay, and me, my son and my pup went to the car. A few minutes later she comes out. I'm thinking she has a mobile card swipe, but no she takes my card and takes back into the restaurant. About 5 - 8 minutes or so later she comes back with my food and card. Then she calls me "hun". She embarrassed me then calls me hun, which was completely condescending. I've been going to Santiago's for over 20 years and have never been...