Taxco Mexican Grill Mint Hill — Restaurant in Mint Hill

I don’t know where to begin with this review, but here it goes…

Our visit to Taxco yesterday evening was so disappointing :( It was Cinco de Mayo, and it’s worth noting we’ve celebrated there on this holiday in previous years. Also worth noting that we have loved the food here and this review is strictly about CUSTOMER SERVICE!

Our wait to get a table wasn’t long. We were seated at a table in the corner on the outdoor patio after 10 minutes. It took about 10-15 minutes for a staff member to recognize us seated there, and he brought over some chips and salsa. Then we waited another 10-15 minutes to get some waters, which we had to ask another staff member for. Then after another 10-15 minutes we had to stop and ask again if anyone was going to take our order, they said someone will be with us shortly. After waiting another 10-15 minutes we stopped another staff member and asked if they could take our drink and food order because we’ve been waiting for a while, so they did. While waiting for another 30 minutes, we saw other customers who got waited on promptly after being seated after us, and who ended up getting their orders (bar drinks & food) before us. When there was still no food or drinks at our table after this 1-2 hour ordeal, we decided to leave. We walked up to the front to tell the hostess, and also asked for a manager to tell them about our situation…and that’s when everything went downhill for us.

The manager was VERY RUDE when talking with her and kept using a busy ‘holiday’ as an excuse. We explained we were one of their weekly and long time customers. The guy who runs the bar practically knows my name and I don’t even have to say anything when I pick up orders because he recognizes me immediately. He even recognizes my voice when I call in an order, and notices when I haven’t been at the restaurant for more than a week. Anyway, we calmly told the manager about our experience seeing others get waited on promptly…they were picking and choosing who to serve. She didn’t care at all about what we felt or had to say. We mentioned at the end of the convo that they lost a long life customer for the way she was responding to our concerns, and her response was “GOOD LUCK!”

We loved Taxco because it was our local Mexican restaurant in Mint Hill. The food was great. We’ve supported them for over 8 years, through the pandemic, and definitely have spent A LOT of our money there. I’ve featured them on my foodie page numerous times and have recommended them to SO MANY people in the Charlotte area! It is so sad to see service like this in our area, poor restaurant management, and zero loyalty to a customer base. Unfortunately, our relationship with Taxco has come to an end...

Update!! I previously left one star due to poor service we received on our first visit. We recently got takeout and it was delicious. Will order again.

Don't go here if you have a dog. They don't allow dogs on the outside patio, unlike every other restaurant on this planet with an outside patio. The hostess, who could care less, won't tell you. The waiters, who are fast and awesome, didn't tell us and maybe they didn't know. The manager strolled out to tell us long after we ordered our drinks and were making our meal decisions and diving into the excellent chips and salsa. He was polite so I'm sure it was an oversight - but really? No dogs on the patio? What a way to lose customers.

Which they did. We walked right over to Dunwellz where the service is always epic and the doggos have a patio.

The one star is just my experience. Other than the hostess, the waiters were great, the manager was courteous even when conveying a dumb policy, and the menu looked promising. But we...

I tried Taxco for the very first time today with a few family members.

We got the guacamole appetizer, which was ok. It was a bit on the bland side. I wish it had a little more spice.

I ordered the taco and enchilada, beef. The meat was a bit dry and not very seasoned. I get more seasoning from Taco Bell. The rice was fairly bland and the enchilada didn't have much cheese. The refried beans were really tasty.

The service was really good. The waiters were extremely friendly and quick. I think they should update their menus, as they look dated and a bit dirty (I'm sure they're sanitized well, it's just the look of it).

Covid protocols: Everyone wears masks. There's hand sanitizing stations. They sanitize in-between visits. I saw workers cleaning constantly while there.

The people I came with seemed to enjoy the food and time. For me, it's a very average score as I wasn't a huge fan...