Santiago's Mexican Restaurant — Restaurant in Loveland

I placed an order 4 days in advance for some breakfast burritos for my daughter’s birthday party to be picked up at 8:45 am. We arrived at 8:35 and were told they weren’t ready. Fine. We waited. After ten minutes I approached the counter and told them I had an online order that was supposed to be ready now. I was told “there are a lot of orders right now”. I replied and told them I had placed the order 4 days ago and needed it as soon as possible so we weren’t late to our daughter’s birthday party. After another 10 minutes I had to have my husband come into the store so I could drive away with my daughter to go get her to her own birthday party on time. My husband waited for another 20 minutes before being told they didn’t have the order. Eventually the staff figured out that the kitchen DID have the order but pushed it to the back because they didn’t want to make it. We almost had to cancel the order which would have left us with no food for the party. My husband had to take an uber from the restaurant to the birthday party. He was late to our daughters 3rd birthday party because the kitchen decided our online order that was placed FOUR DAYS in advance was a nuisance. I am furious with this restaurant for the lack of professionalism and stress that we were put through. If you cannot honor pre orders and get them out in time, don’t allow people to place orders in advance. I will never order from here again, this was a horrible experience. I would love to be contacted by a manager to talk more about this.

Update: I was contacted by the owners while they were out of town to make this right. That meant a lot to me that the issues were taken seriously...

Everytime i eat here this establishment seems to go further and further downhill! My visit today will probably be my last! The place is dirty the chips tasted like the had been sitting in a basket all day being blown by the air conditioner. i never order my burritos deluxed as ive always thought it was ridiculous to pay so much extra for lettuce and tomato. So i order my burrito the same way ive always ordered it. To my surprise it had no cheese on top so i asked the waiter why my burrito had no cheese. He replied they took it off for health reasons now you have to ask for it. He then offered me some cheese which i declined. I started looking at other plates and everyone had cheese on theirs. So i askd the waiter if everyone specific asked for cheese even though it dont say anywhere on menu that cheese has to be requested? He said yes they all got deluxe then proceeded to argue with me that deluxe ment with cheese. When it never has in the past. If this waiter is correct then the menu should reflect what deluxe actually means! Very very mild "hot" green chili too like pathetic mild. I think i got the wrong burrito! Needless to say they have lost a long time customer over changing what deluxe means and the cleanliness and the stale chips and the mild tasting "hot" green chili. The owners should be ashamed of themselves in how they have let what once was a great place to eat turn into a...

I NEVER post negative reviews but Santiago's earned this one today. As a long-time patron, I drove 15 min across town to enjoy some breakfast burritos. When I placed my order at the drive thru, I was told I'd need to come inside to order if I wanted potatoes in my burrito - not to get my order but to PLACE my order. I told them I had four cars in front of me and one behind...could they not just take my order? They said if they took care of me, they'd have to do that for everyone... Well, yes! They should do exactly that...take care of everyone. I then asked if they could direct the car behind us to back up since I was trapped and they came out to assist. They literally put more effort into trading my longterm business for a negative review than it would've taken to give me even normal - not exceptional - service. Normal drive thru service is to take an order and if it's not ready when they get to the window, you ask the customer to park and bring it to them. Or ask them to park and come in. You don't tell them to wait until four cars clear the drive thru, then come in and order because a potato, egg, and cheese burrito is too much for the drive thru. The food's still good but when a business tells me I'm not worth the effort, I listen. Consuelo's is better in food and service anyway, just not alway convenient. But if you value both and can make the drive, Consuelo's...