Casa Garcia's - New Braunfels — Restaurant in New Braunfels

Terrible customer service and they rip you off.

On Saturday night, I arrived late to pick up a to-go order and apparently the shift manager had failed to take the order to the kitchen. So, although I was originally told the order would be ready in 15 minutes, after arriving 40 minutes later, I had to wait for 20 minutes in the restaurant. I requested an extra tortilla for my fajitas when I ordered over the phone and also,after being told chips and salsa were not complementary, I ordered a large chips and salsa and an extra cup of salsa. I reviewed those extras with the order taker before hanging up. At the restaurant, the hostess reviewed my order without mentioning the extra items, so I reiterated my request and she agreed. I paid ahead including a nice tip, expecting good service. When the hostess finally brought my order to me, I asked if the extra tortilla and cup of salsa had been included. She said, "No ma'am. There would be an extra charge for those." I told her I didn't care if they charged me, but I did care if they didn't provide what I ordered. She said she'd have to go talk to someone. After waiting a while, I saw the hostess meandering around with a pitcher of salsa and chatting with co-workers. Then the shift manager went to the tortilla station and chatted with the lady working there before finally bringing me my extra items and saying "here you go" with a smug look like she was doing me a big favor. At that point, I was angry and asked if she was the manager. She said she was one of them. I told her she should be apologizing to me and told her what had happened. She just stood there with a smirk on her face and said nothing. I left furious. When I got home, which was 15 minutes away, my family discovered that the only tortilla we had received was the extra one and the three that were supposed to come with the fajitas were not included. Also, the chips and salsa that I paid extra for were not included. I headed back to the restaurant and called the shift manager on the way to tell her what I was coming back for and she said they were already closed, the doors were locked, and I would have to come back the next day for those items. I called on Monday and asked for the general manager. The man who answered the phone said that he was the manager. I told him everything that happened and he was apologetic, but his solution to the problem was that he would offer a concession on my next order. When I told him I wasn't sure I wanted to order from them again, he again offered the same. I asked about the fact that I paid for items not received, and again he said he'd take care of me on my next order. As far as I am concerned, they stole from me and I won't be going back. My husband has never liked their...

It was my first time eating here. Right away, I entered and stood in front of the register, which had 3 people working behind or to the side of it. No one offered to seat me; I can only imagine they thought I was with more people that hadn't come in yet.

Once I was seated, no waitress came. A few minutes went by, and one apologized and took my drink order. No sooner than she walked away, a 2nd waitress comes and introduces herself and asks if she can take my drink order.

The first waitress comes back with my drink but no chips and salsa and says they should be right out. When she comes back to take my food order, she sees theres still no chips and salsa and says she will go get some..

I hinted that I was interested in the red chile pork but also wanted to try the enchiladas, but I was told there was no option for this. I figured maybe I could get a side of it with an enchilada plate or something. So, I just ordered the Red Chile Pork.

Finally, my chips and salsa come out. After about 15 minutes, my food arrived, and right away, I thought something was missing. I figured it out that the guacamole salad that the menu said was included was missing. I double-checked; I had photographed the menu. When the waitress came back, she asked if everything was good? I said, doesn't this come with a salad? She says no.. I say, are you sure, she says.. I don't think so.. I say.. I think it does.. I thought the menu said guacamole salad. She says.. Maybe it does. I'll go get it..

Halfway through my meal, the guacamole salad comes. I finish eating and decide to get a desert, sopapillas.. They arrive and are flat.. fried almost like flour tortillas with honey and powdered sugar. Waitress asks how they are? I say different; she comments that other people have said the same thing.

Now.. The pork was a mix of very tender and medium tender meat; the guajillo sauce had good flavor but cooled down quickly.. The rice was just OK, and beans were nothing special. Fresh tortillas were good; the portion side was decent, not too large or small.

The waitress did bring me to go boxes and a drink to go..Not sure what to say.. The food was a 3/5, service 3/5 only due to confusion everywhere.

It wasn't horrible, but it wasn't great, and the constant confusion was somewhat...

Today, was a nice day. Great service as always and great food with some room for improvement. Today, for the first time, I ordered fajitas and they didn't meet my expectations. Although the rice, beans, enchiladas and dressings have always been good, the fajitas didn't amaze me. It's like they are missing the charbroiled flavor plus didn't seem like they were cut right. There is a right way to cut fajitas. They also tasted more like lime/vinigerie/sour. Tortillas were good. I did get approached by another customer outside that was complaining about his fajitas and comparing them to Chuey's restaurant. The tortillas and sweet tea are great. I really enjoy Casa Garcia's and there awesome service. Hopefully they can improve on the fajitas...I ate everything though...for everything God gives us is good if we receive it with thanksgiving.🙏🤲 Thank you for your hospitality and for have an great environment to eat.

I would also recommend more periodic checks of bathrooms cleanliness and sevicabilty...and that's with every establishment.

Didn't have a good experience this time but our server was trying very hard to accommodate us. I can give you all the fuss but I rather remain humble and understand that we don't live in a perfect world and if it was me on the other end I would appreciate people that work with the situation and make things right rather than displaying childish behavior. They do have some good food and great ice tea...😋...oh! Especially the choice of music is very fitting to...