Regal Mexican Grill Malden — Restaurant in Malden

Ok so I've been ordering food from here for over a year now and I guess there are new owners.. I placed a phone order and asked for the usual nachos I get. I was asked if I wanted beef or steak on it and I said no, I want it regular (no meat). I went to pick up my order then I get home and opened the container and it had chicken on it. I called the store to say they got it wrong and he said I wanted it regular. Well apparently their regular nachos now come with chicken on top. I told them I've ordered nachos there multiple times in the past and it never came with any meat unless I asked for it. He said they are new owners and that's how they do it now. I asked them to make me a new nachos with no meat and to deliver it to me which he agreed to do. I gave him my address and said it would take 15-20 min. After 45 minutes went by I called again and was told I'd have to place an order for $15 for a delivery.. I told him it was not my fault the order was wrong that I wasn't coming back to pick up a new order of nachos. He then said he had no driver to do delivery.. I then requested a refund and I was told he didn't know how to do it that he would call me back in a minute. Next thing I know about 10mins later it was delivered to my house with the delivery driver expecting payment. I said no I'm exchanging a wrong order he looked baffled but said ok. Sad to say I most likely will not be ordering food from them anytime in the...

HORRIBLE CUSTOMER SERVICE!!! I HAVE BEEN A CUSTOMER HERE FOR MANY YEARS. THE WOMAN ON THE PHONE I JUST SPOKE TO MAKE THE ORDER AT 720PM ON DEC.5 2023 HAS THE WORST CUSTOMER SERVICE SKILLS EVER. I TRY TO PLACE ORDER DIRECT WITH RESTAURANT TO HELP THEM AVOID THE CRAZY FEES THEY PAY TO THIRD PARTY APPS , AS THE MANAGER REQUESTED TO SAVE $$. ON OFTEN ORDER AND ORDER MEALS OVER $200.00 PURCHASE AND SHE TELLS ME SHE CANT MAKE THE ORDER DIRECT BECAUSE I WANT TO ORDER SINGLE TACOS 🌮 WHICH IS AVAILABLE ONLINE BUT NOT WHEN YOU CALL MAKES NO SENSE AT ALL! YOU RATHER LOSE A LONG TIME LOYAL CUSTOMER WITH AVERAGE ORDER OF 200.00 EVERY TIME BECAUSE YOU ARE TOO LAZY TO MAKE THE FOOD. SINCE THE NEW OWNERS BOUGHT THIS PLACE COUPLE YEARS AGO HAS GONE DOWN HILL WITH CUSTOMER SERVICE. Train the staff employees on better customer service. Be kind to customers and don't throw away business and loyal customers over a 5.00 taco! Very poor service 😔 too bad hopefully they can. Make improvements to their customers service and quality of...

Let's start with the good- nice atmosphere, friendly service. Now the bad- sat down to a table that was still filthy from whoever was there last (the place was empty) and thankfully I checked the chair before I sat down because the same crud was all over it. For those saying this food is great- I BEG YOU TO TRY AN AUTHENTIC MEXICAN PLACE!!! The chips were fried hot, but who in hell can call themselves a Mexican restaurant and serve store bought salsa (Pace?). That shows zero effort to me. The chicken was rubbery and strangely spiced- never seen chicken that color and the peppers were discolored i.e. old. The 'refried beans' were a pinto bean sauce with no actual beans to be found. The rice was made with succotash. The only thing that was as expected was sliced avocado. The most Mexican thing about this 'Mexican' restaurant...