Su Casa Grande — Restaurant in Menomonee Falls

The food was very unimpressive, but it was the customer service for us.

Strike 1: I called a week before to see if with the new COVID-19 guidelines could they accommodate a large group. The group started off with 17 guest. By the time we got to the restaurant it was down to 14. That was the perfect opportunity for them to tell me no but we can do this or this. Instead they took the reservation. They told me that I needed to be there at 6:30 for a 7pm reservation or they wouldn't seat our group.

Strike 2: just after noon they blow up my phone to confirm that we were still coming. They literally called me 5 times instead of calling once and leave a message. Then they had an attitude because they called my phone so many times. Who does that? Call once and leave a message for me to call back. This was also another missed opportunity to tell me of how they can seat the group according to CDC guidelines. Nope!

Strike 3: we get there and abide by their policy of waiting for the entire group to arrive to be seated. When I checked in at 6:38pm they had another opportunity. Nope!! The only told me to let them know when the entire group has arrived. One the group has arrived they get the table together or so we thought. This is when they tell us that they can't seat the entire group together. 2/3 of the group was sat at one table and the other third was sat on the opposite side of the room. We call the manager over to inform them of the missed opportunity and how they could have still accommodated the group without breaking CDC guidelines. This is were it gets interesting.

As I'm talking to the manager the young hostess comes up and joins the conversation. The manager is telling me how she and the young hostess are the only two that answers the phones and they advise all groups of the CDC guidelines and how they will accommodate a large group. I explained that those were questions I specifically asked and still wasn't given that information. The young hostess takes two steps towards me to get in my face and tell me she did tell me that. The manager- knowing she was wrong- pushed her back and sent her back to the hostess stand. My sister informed the manager that she was with me when I made the call and confirmed that I asked all of the right questions but was never advised that my group would be split like this. After much going back and forward in how they mishandled the situation they finally agree to clean another table to put the group at tables that were closer.

Strike 4: the automatic gratuity. We are a service oriented family. We tip well, often above the 20% guidelines even when there is an automatic gratuity. But when you say you don't split checks and it's an automatic gratuity for groups of 6 or more. But then you split the check into 7 parts then add the 20% gratuity, you getting over. You dealing with at least two bartenders who know all about how to split group checks with an automatic gratuity. You put the gratuity on the check first and then split the check into however many parts. Its not the other way around. The way they did it originally the gratuity was almost half the entire bill.

This was my niece and I birthday celebration. This was my first time at this place. I'll pass them up and go up the road to Chili's, Uno's, Applebee's or one of many other chain joints before I give them my money again. The waitress was awesome. But the experience overall was terrible. Especially the way they thought it was ok to split the group the way they did and you can't explain you own tipping system. It's a problem.

I'm still interested in who that little girl thought she was intimidating by stepping in my face. CalmDownKid #WhoYouScaring #YouDontWantThisSmoke #noprofessionalism #nocustomerservice #howaretheystillinbusiness...

Had lunch with friends here on a Sunday as we had heard good things about it. We arrived before the couple we were dining with and asked for a table on the non-sports bar side of the restaurant, as all the tables were high tables on the sports bar side. We asked for a larger table, but we're denied, being told those tables were for six or more. Okay, no problem, we sat down and waited for 15 minutes before our waitress came to our table, who we told, we were waiting for our friends but wanted to order drinks and an appetizer. She left and never came back until our friends arrived. My wife and I ordered a cocktail, and our friends ordered soft drinks as we looked over the menu. We wanted a casual dining experience and took our time. When our drinks arrived, we ordered a couple of different appetizers and told our waitress we hadn't decided on our entrees yet. She took our appetizer order to the kitchen. We visited and enjoyed our cocktails waiting for our appetizers. The waitress came twice to take our entree orders, so we finally gave her our order while we were still waiting for our appetizers. We waited at least 20 minutes more, but still no appetizers. I ordered another cocktail, which arrived promptly. Finally, after waiting over 30 minutes, our appetizers arrived with our entrees! Our friends told the gentleman from the kitchen who delivered our entrees that we were not ready for them, so he took them back to the kitchen. And to be completely honest, there was nowhere to put them down on the small table they sat us at. After we finished our appetizers, we had to flag down our waitress to let her know we were ready for our entrees. They brought them out, and they were stone cold. They had taken them back to the kitchen, and they sat on the pass until they returned them to us, which must have been at least 30 minutes or longer. By this time, I had had enough, but our friends said let's just eat and leave. This was one of the worst dining experiences I have ever had in a very long time! Food, what was hot, was mediocre at best. The shimp ceviche was horrible! The atmosphere was outdated and drab. The sevice was lacking in so many ways. I guess if you want to come here and get drunk watching the Packers play where you wouldn't notice the low quality Mexican food, then you would maybe enjoy this place, but I seriously doubt it. There are way too many great places in the area that would most definitely be a better option. I would avoid at all costs. We will...

DO NOT GO HERE!!!

I don’t even know where to start! So my colleagues and I were highly encouraged to try this place. We are in town for a work trip and decided to try it out. We were greeted and seated promptly and our drink orders were taken. I ordered the ceviche as my appetizer and the veggie fajitas for my dinner entree. When they brought out the ceviche it was chopped up shrimp on a plate with minimal ingredients & a splash a lemon or lime. Please let me be clear I’m no stranger to Mexican food! Ceviche is one of my favorite dishes. It was completely unseasoned and simply taste like raw shrimp. I tried to eat it but I just wasn’t satisfied with the quality or flavor of the food & decided to let them know I didn’t want it. I NEVER send my food back so I felt bad enough as it is. The waitress was amazing and super sweet about it. A few minutes later a man came over unannounced, didn’t introduce himself and began asking about my appetizer. He started questioning me about what was wrong with it and why I didn’t want it… I just let him know I didn’t like it, it didn’t have much flavor and so on and so forth. He proceeded to tell me that he has been in this city for 20 years and that he has never had any issues. My colleague asked him if he was the manager or owner and he replied, yes. He also made me VERY aware that I was his first complaint for the day & that he was very offended. I expressed my sincerest apologies and told him I didn’t mean to offend him, and he continued to argue with me about the dish. He then proceeded to ask me if I wanted it boxed up or how I wanted to move forward and I told him I didn’t want it. He seemed very agitated and walked away with the dish reluctantly.

Fast forward to dinner. One of my colleagues was unhappy with the quality of her food as well & when it came time to pay the bill they refused to split our bill so we could pay separately. Our food is expensed by our company so we needed individual receipts which we explained to them and they still refused to split the bill. They told us they couldn’t do it. That was a whole other argument and unnecessary frustration. All of this to deal with awful customer service and mediocre food. Our waitress was great, she’s the only positive to my experience. Coming from the customer service industry I’m baffled at the way the owner spoke to me and dealt with the situation! I am highly dissatisfied with my experience here and WILL NOT return nor recommend this place to anyone...