On The Border Mexican Grill & Cantina — Restaurant in Longview

I went into the restaurant to pick up my mom's take out order that she had placed online. Usually I like to go in tp pick up the order because when we try to call the curbside phone number we can't get anybody to answer so we end up going inside anyways. I went to the register that is for to go and stood there almost ten minutes without anyone ever acknowledging me. The bartender was in front of me several times getting clean glasses and never once asked had I been helped or attempted to acknowledge me. A waitress came to the register I was standing in front of and also never asked me if I had been helped. She also had seen me standing there waiting. I finally after several minutes walked up to the register and got the bartenders attention and told him that I was just there to pick up a to go order. He responded with "I'm really busy right now. There is a to go person but I don't know where she's at. You'll have to tall to someone over there." And points towards the kitchen. I walked over to the kitchen and stood in the entrance of the kitchen area and finally caught someone and told them what I was needing. The woman said that the to go person was making tortillas but she would get my order. The to go girl comes running up and then proceeds to tell me that she saw me standing at the register and didn't realize I was there for a to go. I would have brushed this whole thing off as they were busy if at least one person had acknowledged I was standing there. The bartender had the most opportunity to at least ask what I was there for. A simple " HI how can I help you?" And then "someone will help you shortly" would have sufficed. But not being acknowledged at all really has made me question this On The Border's...

Food is constantly good, but the service seems to be constantly bad. We keep returning, hoping for a better experience. Our most recent visit started with being seated where it seemed we were "in the kitchen". With multiple empty tables around (some dirty, some clean) the host chose to put us where we looked directly into the food preparation area. As soon as we gave our order for drinks we also ordered Queso as an appetizer. The drinks came, the Queso didn't for a good 15 minutes even though it is evident in a warmer where it can be dipped up at any time. When it did come, we weren't given separate small plates to avoid dropping it all over the table. So, I asked for those and they came in another 10 minutes when the Queso was almost cold. My wife & I had decided to share an entrée, she having the soup & I was to have the stuffed, fried pepper with beans & rice. The soup in a bowl was brought out on a plate with the pepper and the beans & rice were brought out in separate bowls. However, no extra plate was provided for the 2nd person to share. It seemed the waitress was very poorly trained, if at all, and no manager ever came around. Since this restaurant opened we have visited them approximately once every 2-3 weeks and these type of issues have mostly been the same with 2 out of 3 wait staff. I've complained--even received credit for the next visit, cut my tip from 20% to barely 10%; nothing seems the change. I'm thinking of telling the host where we want to be seated and then telling the wait person immediately that I will tip 20% and state...

Came to eat a nice dinner. Upon being seated the waiter, Greg, whos name was given only as we were leaving by another waiter came to our table in a hurried manner. He just through the chips and salsa down and asked what could he get us to drink "right quick". He gave no hellos, offered his name, etc... the things a waiter would do at a restaurant. When our drinks were brought to thr table by the bartender we requested the manager and to have another waiter. Before the manager could come, Greg came and asked why we requested the manager and if we still wanted a new waiter. Of course we said yes. When the waiter came he simply stated the waiter whose name he did not give either, had a lot of tables and that they were short handed as most restaurants are. He said he'd get us another waiter. We ended up with Lexy who was FABULOUS! She took our order, ensured it was correct, and guess what.... she had a lot of tables and her tables were on the other side of the restaurant. She was attentive to us and made us feel we mattered. I doubt that I will go here again anytime soon but if I do, I will definitely ask for Lexys section. Kudos to Lexy for treating all her customers with care! Greg needs a demotion and Lexy...