Maya Taqueria of Prospect Heights — Restaurant in New York

Customer service is incredibly important to me. It’s the cornerstone of any successful business, and when it falls short, it can leave a lasting impression. Recently, I had an experience that underscored just how crucial this aspect is. My partner kindly ordered me a burrito from a restaurant I enjoy after a long day at work. I was excited to dive into my meal, but upon unpacking my super burrito in a separate tin, I was stunned to find that it only contained beans, chicken, and white rice. For context, this isn’t how it’s supposed to be; it’s typically loaded with guacamole, cheese, sour cream, and other delicious ingredients.

Feeling disappointed, I decided to call the restaurant to request a refund for my incomplete meal. Unfortunately, this is where my experience took a turn for the worse. The first person I spoke with, a young lady, informed me that I would have to wait while they reviewed the security footage to verify the preparation of my burrito. It felt as though she was questioning my honesty rather than addressing my valid concern.

After that awkward exchange, I was transferred to a representative named Dan. Sadly, my interaction with him was equally frustrating. He told me that I should have called earlier for a refund, disregarding the fact that I was at work when my partner placed the order for me. His tone was condescending, and he seemed more interested in deflecting blame rather than finding a resolution that would leave me feeling satisfied as a customer. Throughout our conversation, he implied that I was fabricating my circumstances, which only added to my frustration.

Now, I am formally requesting a full refund due to the lack of effective communication and the overwhelming sense of disregard for my situation. It’s disheartening when I hold a restaurant to a standard of accountability and customer care, only to find they fall short. I believe businesses should prioritize their customers and handle situations with the utmost care and professionalism, particularly when...

The food was subpar, the margaritas were awful, and the attitude of the woman who we gave our order to (and paid our money to) was INCREDIBLY RUDE. The food was not flavorful, and the sauces at the sauce bar were NOT flavorful. Definitely wont be returning. There are many restaurants to choose from on Vanderbuilt and many other Mexican restaurants in the neighborhood that offer good food and service. The last time I will be going there!

In response to the restaurant's response below*

"There are many establishments in the neighborhood that exceed my expectations — offering great atmosphere, fair prices, and quality food and drinks. I visited your restaurant hoping to support local and experience authentic food, culture and try something new, but unfortunately, my experience fell short. I was met with a dismissive attitude from the hostess/cashier, poorly made margaritas, and subpar customer service, which was only reinforced by your condescending response (see below). While I genuinely hoped to enjoy and support your business, there are simply better options in the area — sadly, even a place like Chipotle offers better food and a more welcoming experience. I’ll choose to spend my money where customers are treated with respect. Thank you for taking the time to read my review, and I sincerely wish you the best...

I recently ordered take away Maya Taqueria and had the worst restaurant experience I’ve ever had.

The owner of the restaurant is rude and the staff are disorganized and - frankly, liars.

Over the phone they told me that it would take 15-20 minutes to get my food. I arrived 20 minutes later and it wasn’t ready - they gave me no explanation. After waiting for 10 minutes, I asked about the food. The person behind the counter said they didn’t have enough steak to complete my order, so I’d have to wait.

After 10 more minutes, I went back to the counter to get an eta. The owner came out of nowhere and berated me for “harassing his staff”. I explained that I’d been waiting for 40 minutes and he didn’t relent. Instead, he told me that their printer was broken and my ticket was never processed.

I mentioned that the person behind the counter had a different story, which she denied. Frustrated I asked for a refund. The owner said he’d issue my refund but didn’t want me to eat their food - or come back. I left and found a much better option.

My advice is to steer clear of this establishment. I’d be surprised if they are...