El Rey II — Restaurant in New York

The customer service in my experience has always been my least favorite but what do you do when it is the only Spanish restaurant in your neighborhood and your son loves it? I've tolerated the poor customer service and extreme long wait times because my son loves the food. I don't eat out much so it is what it is. Let's talk about how I was left waiting with my son for 45 mins after I ordered and paid. A waitress noticed I waited patiently for 30 mins and asked to look into my order. She returned and said its almost ready. I watched folks come in order and leave with their food. The men were treated so respectfully with Thanksgiving greetings and all. The light skinned women were serviced quickly. My dark skin must have offended them because it was like I was invisible. After another 15 mins I went to the cashier who took my order and payment. She said it was ready just waiting on the empanadas. Then she offered chicken instead of beef. I check the bag and there was only 1 instead of 2 empanadas. She checks the receipt and quickly tells one of the servers to get any empanadas that was there specifically cheese. I politely asked if it was chicken She said No cheese. I said I don't want cheese. She offers to return the money for it with an attitude. And throws 2 dollars at me. It took me a minute to gather my Christian composure and walk out. The owner observed and never intervened or said anything he just moved along. All I can say is wow. How sad that customer service is not for everyone equally. To make matters worse when I get home I noticed the chicken had bones in it when I ordered and paid for boneless. This will be my last ever order / business...

I’ve been eating from this restaurant for more than 10 years. The food was always excellent, service was great..everything was very good. I loved it. Suddenly out of no where, it started falling apart. I don’t know what’s going on with this place but I’ve been SUPER DISAPPOINTED. I’m not sure if this has to do with the pandemic, or if there’s a new chef or the new staff. To start off, when I order for deliveries, food is missing or only part of the order comes. Also they take a long time to get here. This is the 3rd time it has happened to me and I’ve had enough of it. I’ve had to call 2x for them to bring me the rest of my order and when I did the second time, the lady just said to start eating because our food was going to get cold and she would give us free tostones next time we ordered and didn’t send what I was missing. I really love churrasco, so I know the taste but lately when I’ve ordered it, it is not churrasco, it’s a different taste and it looks like churrasco, but it’s not. It’s a different meat. I’m not sure if they want to save money, but I felt robbed of my money. You know when it’s churrasco if you eat it a lot, you can’t be fooled. Last thing is that the chicharrón de pollo has been very very salty. We were not able to eat it. I feel so horrible to see restaurants like this, that have been doing well for so long start going downhill whether it’s with management, the cooks, new employees...I’m not even sure what’s going on. Especially being that there are very few restaurants around this area that...

The food is typically good, service not too good but today topped it all! I live in the neighborhood so I come to this restaurant often (most times pick up/delivery because again the food is decent but service sucks). Today I went to eat in with some friends and when the check came I noticed they charged me $1.50 for "extra gravy". So I asked the waiter what it was for and she tell me it's because I asked for steak sauce. Hmm. well I ordered steak, why wouldn't I ask for it! She tells me they charge for it. (Since when idk) so of course I ask to speak with the manager. He comes over already on the defensive side. He tells me steak sauce is expensive, he pays $14 for it so it's not free when you order "steak" and I have to pay for it because I asked for it and it doesn't come with my steak meal. 1. It doesn't say on the menu anyway I have to pay for steak sauce. 2. When I asked the waiter didn't tell me of the extra charge. 3. It's the principle, I'm just not paying for steak sauce if I ordered steak; that's like paying for Ketchup for French fries! No sir! He told me he has 3 restaurants and has always charged for it in every one! Lie. The manager then told me to give him my card back so he can charge me! NO! I didn't pay until I seen it was removed but of course he had smart comments like now you know and you will pay next time! Lol sir there will be no next time! Service here sucks and they will try to slip charges on your bill as "gravy" and they cater to MEN...