Suerte Bar & Grill Uptown — Restaurant in McAllen

Wish I could give zero stars. Drinks were way too sweet with no alcohol whatsoever. They serve them in a huge cup with the smallest amount of liquor. I didn't quite understand the atmosphere as the music was all over the place. The restrooms were dirty. The tables were sticky. The only good experience was the food. Food had a good taste and nice presentation. When I told the server I wasn't a fan of the drink, after two sips, the waiter stated she could not substitute the drink nor take it off my tab. Once we spoke to "Manager" Jacob, who is the "huskier" gentleman with arm tattoo sleeves and facial hair he did not once apologize for the situation or ask what the problem was. As stated to the server, I took two drinks from my "drink special" and did not like my beverage or thought it was restaurant quality.. The Manager never apologized for the situation nor tried to make a customer connection.. I asked Jacob how they could fix my issue the Manager stated he can offer to fix the drink, I already knew I didn't like the drink. When I asked how he could fix the issue, Jacob stated. "I don't know how drinks are made and 'I'm not a bartender" How can you manage a restaurant and not know how to run things. The Manager was very aggressive and when I was describing how I didn't like my drink and I felt like my concern wasn't being address Jacob cut me off and said "Can I talk?" The drink cost more than my food and the Manager basically said I had the pay for it even though I didn't like it. I have never experienced this at a bar/grill before. As a first time customer I am appalled on how this place runs their business. They didn't bother to apologize or make the moment right. I'm still stunned as I'm writing this review. As a owner of a restaurant you relay on your customers and their experience/ satisfaction. This place is absolutel trash and doesn't deserve to take people's money. Poor management and customer...

I honestly can say that Suerte Bar and Grill at Uptown is one of my top go to places, unfortunately in my attempt at ordering To-Go throughout this pandemic I've come across very poor service. I called to place an order tonight for tacos (Taco Tuesday) at the Uptown location.

I was warmly greeted by the manager Annalisa, she informed me of the high volume and that their would be a 25- 30 min wait. I understood and ordered anyway, after all Suerte is worth the wait. As she took my order I felt rushed. I felt like she came off extremely rude. As a person who works in the service industry, it was very unsettling. No matter how busy you might be it is never the customer who should get the short end of what I feel elite customer service is.

You represent Suerte Bar and Grill not the other way around. I felt the need to call back immediately after the order was made to cancel it. She made it yet again another displeasing phone call. She made me aware that the only way the order could be canceled was if they had not already made the order, mind you I had just got off the phone with her not more than 2 minutes after. I made it clear that it was just a few minutes ago that she made me aware of high volume and that for that reason service was a bit slower.

At this point I had enough. I asked for my refund nicely and I asked her how soon would I see the reimbursement on my end, she replied " I honestly don't know " As a manager it is your dudilligence to know these procedures and keep your customers at ease. I feel that "manager " needed another month of training. She lacked poor customer service skills, and made the company she represents...

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