Mama Puebla — Restaurant in New York

I normally order from this place and the food is usually good. However, I am highly disappointed by my recent order.

To begin, I placed an order for delivery and it took over an hour and 40 min to get my order. When I called to follow up on the order, the person stated that they only had one delivery person today and have over 8 orders but this was not stated at the beginning of the call. It should be common practice to tell you if there is a high volume of deliveries and how long is the estimate so that you can decide if you still want to place the order.

Secondly, we finally get the order and we noticed two things immediately on the receipt. The order of chimichangas was completely wrong. It was a chicken chimichanga and I am a pescatarian and don’t eat meat! I ordered shrimp and upon calling back the person stated we said chicken. As a person who does not eat meat , I would not say chicken and know what was said. It is rude to make a mistake on the order and then claim I stated that.

Third, after the person stated my total, which I always ask in advance to ensure I have the money ready, the receipt had a surcharge added that was not mentioned previously . After I inquired about this charge, it turns out to be a Covid-19 additional 10% added to every order to account for rising costs. I can for sure understand this cost but that was not mentioned at all and it should be my decision to continue proceeding with ordering had i known about this cost. I’ve ordered numerous times at restaurants to support local businesses during this pandemic and prices may have increased in certain spots but everything was always communicated.

Lastly, as I mentioned previously, I am a frequent visitor at this place and I know what things cost. I have always paid $3.50 for shrimp tacos( again I don’t eat meat!) and I always look at the menu online to verify just in case and it states that tacos cost 3.50 with any choice of meat. However, I was charged $4.25 for each shrimp taco with again no notification.

What upset me the most , is the lack of communication about upcharge in pricing and high delivery volume which caused delays. But what made things worse is that there was no sense of service recovery and trying to make things right. The person on the phone was nonchalant and offered to change the chimichanga to shrimp instead of chicken, which was my order to begin with. So now, having to wait for my rectified order, it is now a 2 hr. wait for my food. However, with this amount of things wrong, this is simply not enough. I feel swindled with the changing of menu item prices after ordering that is not reflective on the menu and adding an additional 10% “Covid” charge

I will not be returning or ordering from Mama...

Food was good, but small portions.. walked in hungry, walked out hungry A worker seemed annoyed that I ordered something that had sesame seeds on it and had to send it back because I am allergic to them. After I finished eating, I had a gift certificate discrepancy. Normally, gift certificates last at least 6 months to a year. Well, the expiration date had not been met yet which means the certificate was good. The manager looks through the book to see that my certificate was expired and that it expired literally ONE day after purchase. So here we are with one gift certificate with two different dates. Manager refused to accept my gift certificate so I paid in cash. Before I left, he asked for my number and he told me he'd call me to give me some sort of compensation for this issue. To this day, I have not received this compensation. Whenever I call them, a worker picks up and says the manager is busy and will call back. Never...

Have gotten takeout from here before and the food was really good so I was excited to dine in for dinner on a Tuesday night. They had a Taco Tuesday special which my friend tried, it was $8 for 4 Mexican style tacos (soft corn tortilla with choice of meat, onions and cilantro). They also had Happy hour and the $9 passion fruit margaritas we had were amazing!! I had the enchiladas verde with chicken which were good!! My friend and I split the small guac 🥑 and chips, the guacamole was delicious but I thought a bit pricey at $11. We also tried two of the desserts: the guava tres leches cake was phenomenal, the churros with ice cream were a miss (they didn’t taste fresh and the ice cream was super hard). Service was great overall! Would definitely return for that guava cake and to try more of the items on the menu!! It was a bit loud in there but I was able to have a conversation! Street parking available...