Gueros Brooklyn — Restaurant in New York

AWFUL PLACE FOR CELIACS! STAY AWAY IF GLUTEN FREE! TERRIBLE CUSTOMER SERVICE! Mexican food is one of the places celiacs feel relatively safe, cause traditionally a lot of the food is corn-based, especially tacos. In spite of seeing the gringo abomination of “flour tortilla” in a few tacos in the menu, I trusted when the tacos I ordered were described as being “corn” tortilla on the menu. Still, the first thing I told the cashier was: “I’m celiac, can you check that everything in my order is gluten free, please?” She nods, I order a pastor and a catfish taco (both of which specifically say “corn tortilla” on all descriptions) plus a street corn. She TALKS to the people in the kitchen, comes back, says it’s ok and charges me. My order is to-go so I leave with my food w/o checking cause, why would I check? ITS FREAKING CORN TACOS, I’ve had these all over a million times. I arrive and bite, chew and swallow the first taco, and THIS IS FLOUR THROUGH AND THROUGH! I immediately feel sick, grab the tacos, walk all the way back, explain the situation, she goes talk to THE EXACT SAME GUY SHE TALKED TO EARLIER when “confirming” my order was gf, and comes back and says “oh the corn tortillas have flour in it” (THERE WAS ZERO CORN in that tortilla, btw. They falsely display taco photos on google maps featuring the yellowest corn masa tortilla). The only thing the cashier says is “do you want a refund?” No “sorry”, no “we apologize”, no “we’ll make sure this never happens again”, no nothing. I explain the seriousness of the situation, how sick I’m gonna get, how this type of food is culturally one of the safest for my stomach and still I made sure to ask, how she can’t work in the food industry without understanding food allergies and intolerances, etc and she just repeats if I want a refund. So I say yeah, ok, since this apparent automated system of a human I’m speaking to doesn’t seem to say anything else. SHE GIVES ME BACK $12 (not even covering tax for the tacos, let alone the esquite). I’m like “are you for real? I’m about to puke and bloat up and have diarrhea and so many other symptoms for a week and you don’t have the decency to refund MY WHOLE ORDER at the very least?! AWFUL SERVICE. GENTRIFIED “MEXICAN”. FALSE ADVERTISING. Find the nearest taco...

I ordered grilled chicken nachos with “cheese on top”. When I picked up my order I noticed there wasn’t any cheese on top so I requested to have a little “drizzle” of cheese on top. The cashier Candice advised that I had to purchase a whole cup of cheese for $5. I told her that I didn’t want that much I literally just wanted a little “drizzle” on top. She then went outside and asked a worker by the name of Graham if that was possible and he said no. So I then asked for a manager because this was beyond me at this point. It’s 5 minutes to closing and all I asked for was a little bit of cheese on top of my dry nachos. Candice the stated “the cheese is at the bottom”. I didn’t ask for cheese at the bottom, and who the heck wants cheese at the BOTTOM of their meal. So Graham butter in with his nasty attitude and stated “Well we can’t give you a little cheese on top, you either buy it or not”. So I asked for their names, Candice gave me hers with no hesitation but of course Graham gave me a problem before giving me his name. I am a regular at this place, always polite and friendly and I tip very well. For them not to give me a LITTLE BIT OF CHEESE FOR MY DRY NACHOS was very distasteful and to give me a problem about it too smh. Then to top it off, I said “ok np, I have your names” Graham responds back (with an attitude of course) “Yes I can’t wait and see”. I was very upset when I left this establishment and trust I will not be returning. That was horrible...

Went in for a sit down meal. Ordered margs and regular nachos. Got the margs immediately and sat down to wait for the nachos. After about 45 mins I noticed that tables who sat after me were getting their orders before us, so I flagged a staff down and she said she'd look into the delay. Waited another 10-15 mins, some girls at the table next to us who also got their food before us despite coming later even commented "Y'all have been here for a long time. You should get something comped!" I went inside to ask what's up. The girl behind the register asked one of the line cooks if he had the order and he said "I never got this order" in Spanish. So the first person I flagged never said anything I guess. The girl said "It will be right out." 🤨 I asked if they could add steak as a courtesy and she said "No. You have pay." I said, "We have been waiting 45 minutes. I speak spanish, I heard him say he never got the order. You lost our order. Some steak is the last you can do." "No. You have to pay." I said "I'll take a refund instead." and she said, "Ok, but you drank the margaritas, so you don't get a refund for those." 🤨 🤨 🤨 Took my cash for the nachos and walked out. The girls outside asked what happened and I told them, they were like "what the hell, that's BS." I don't understand why she didn't just give us the $4 topping after...