Cubamex LLC — Restaurant in New Mexico

I usually don’t do this but I went back inside for a refund of my two plates, arroz imperial de pollo and their version of “regular arroz imperial” with shrimp ham and bacon.. I will admit I was hesitant when she said all that & that’s why I specifically asked for mine with just chicken. My partner picked the normal one they serve which we were lead to believe would be as the photo showed the arroz imperial nice and season mixed with the chicken shredded (desmenusado) with maduros and what we expect it to be, as that is how it was advertised (in the photo right outside there restaurant) not what they served in the end, some plain white rice mixed in with the meats and some mayo on top. The chicken looked pale it had giant pieces of onion and green peppers with a whole lot of mayo on top. It looked more like hibachi rice or some Mexican made up plate with the sauce on top. It did not look appealing to me at all, I am from Miami ! Lived there my whole life I’m Colombian and Cuban I know what a real arroz imperial is. I wish I took a picture but unfortunately I didn’t. I was dissatisfied when I checked the togo in the car, mind you I paid $50 for the two plates Plus the extra side order of maduros because the photo advertises it but it doesn’t come with the 20$ plate so you have to still order maduros EXTRA. I took a gamble on this place and I’m dissatisfied with the food and the service. It’s not Cuban it’s Mexican. I myself was embarrassed to ask for the refund to then only be attacked by the owner and the one only table they had dinning in decided to interrogate me also, proceeding to tell me I’m not Cuban and I don’t know anything . The chef himself confronted me and as I still apologized and meant no disrespect in his creation , however I as a paying customer for such expensive food felt extremely dissatisfied and my expectations were not met according to what was shown and advertised versus what was actually served. It was an awkward uncomfortable moment being in such a confrontational situation, understandably the owner and cook were very offended. However they need to work on customer service and she needs to work on her attitude . She almost snatched the receipt out of my hand and I still apologized . She was also mad I paid with card since she was unable to use her square cash system to give me a refund she proceeded to find change for $100 bill, the owner ended up getting the change from the table dining in … she struggled to give me a refund as she only had 20 dollar bills now and I felt so uncomfortable I stood there not saying anything , until the chef who is also her husband, came back out the kitchen and just grabbed 3 20’s and gave them to me . I said thank you and left . & still apologized again to the lady. Never in my life have I ever experienced such poor uncomfortable customer service in person . I also am a certified customer experience specialist as I also proclaimed to the table dining in, since that female also chimed in her unwarranted 2¢, however I stayed calm kept my composure and meant no disrespect, but I frankly was not happy we were sitting with two whole plates of food we were not going to touch at all for 50$ to waste . That is the reason I asked for a full refund . The food was untouched and for the uncomfortable situation is the reason I’m leaving this lengthy review . I also mentioned they need to update there pictures of what they are actually going to serve because it is very misleading. Honestly I was grossed out I wanted real Cuban food but If you’re looking for Mexican food creations this is the place for you. But don’t expect too much I guess and ask a lot of questions before you order so your expectations are actually met. Btw my partner originally wanted the suated steak with the black rice and beans (bistec con congris) which they didn’t actually have. Unfortunately I don’t think I will ever give this place a try again. Any other Cuban from Miami would be just as offended as I am. Por eso dejé este review . Cualquier persona se sentiría ofendida por tener esta...

I am from Albuquerque and I always eat at local restaurants and I ate here for the first time and had a very very bad experience. The service was horrible, the waiterteriss basically didn't know we existed we kept having to look for her and when they finally brought out the food they took it apon themselves to add very very hot spicey chili inside my burrito I didn't ask for. So when I asked to get the burrito without that chili, it took over 30 min to bring out a regular breakfast burrito and at the end of the service she rang us up and actually tried charging me for the burrito I sent back. She got extremely upset that I didn't want to pay for a burrito I didn't eat. It took us going back and forth for her to take the extra burrito off and only charge me for one. She never checked on us, never brought us refills and when It came time for the check we had to figure it out ourselves. I have never experienced service like this at a restaurant, NEVER. I do a lot of promoting for local restaurants and I have to say honestly, I would never suggest this restaurant especially for someone who experienced this on their first time....

Sorry but the food is bought was not worth it we got cubano food it didn't even taste like it I won't ever go back i went the 1st time about a year ago & it was ok but thought it would of been different but guessed wrong then very expensive not worth the price either the drink did even taste good either i have eaten alot of different places de cubano food & married to one so ik how there food...