Santiago's Mexican Restaurant — Restaurant in Northglenn

My husband and I always come to this Santiago's because it is the closest one and has many of the delicious items we love. The last time I ordered Santiago's was a month ago and I discovered they offer online ordering. I had asked the girl working that day how their online ordering worked, considering they are a drive-thru location. The girl told me I could either drive through and tell them I ordered online, or I could call and they would bring my food out to me.

Fast forward a month later (just over this passed weekend), and I tried ordering online for the first time to bypass the line. When we got to the location, the lines were incredibly long! Thinking we would bypass the line, we parked in the small parking lot next to the restaurant and I called the location to tell them I was in the parking lot outside. I believe it was the manager that answered because she told me she did not let her employees go outside and that I needed to wait in one of the lines and drive through to pick up my order. What is the point of ordering online then??! Ordering online is supposed to help bypass the long lines/crowds! Plus, one of the workers told me I could call and they would bring my order out to me! I was furious that day because the lines were so long and I did not want to wait in them for my food that would probably be cold by the time I got to the window. I demanded a refund instead of waiting in their lines.

I was quippy with the manager/owner, whoever the woman I spoke to was, but she was very firm and did not give me a bad attitude. She did her best to explain the situation for me; however, she could have brought my food out to me this one time and just apologize for her worker giving me the wrong information, and tell me next time I needed to wait in the drive-thru. I mean, the parking lot is literally right there next to the restaurant! But she refused to bring me out my order and instead acknowledged my refund request. She took my name and phone number and told me she'd have to call corporate to get my refund issued.

A few minutes after leaving the establishment, someone from corporate called me regarding my refund request. It sounded like the same woman I spoke to at the restaurant but I wasn't sure. At this time, I was calmer and she was calm and I explained my situation in a calmer tone and she was apologetic. She advised they did not let the employees walk out of the restaurant to deliver food and wasn't sure where the miscommunication was, but they will talk to their employees about it. I was able to get my refund the same day.

I'm giving this place 4 stars because we come here often. The food order is usually correct...just make sure to check your food before you leave in case you are missing items or your order is incorrect. There have been a few times were we ordered chili fries with chicharrones on top, and they would forget to add the chicharrones. We learned to just order chicharrones on the side. We always order the chili fries and the chili is sometimes hit or miss with how much chili they pour on. So, we've learned to order a pint of green chili so we could pour it on top if they were skimping on chili that day. I am also giving 4 stars because of how quickly they were able to process my refund and were still professional in acknowledging my complaint.

TL;DR: If you're ordering online, you STILL have to wait in their long lines to get your food. You CANNOT call for them to bring your...

I have never wrote a review of any restaurant before in my life, but I had to for this one. I tried this place on suggestion from a coworker. I ordered 2 beef tacos and they were, without exaggeration, the worst tacos I have ever had in my life and I've eaten a lot of tacos. I have no idea how some of these other reviews could possibly toss around descriptions of "authenticity." I am simply amazed. The little taste it had was awful and the "hot sauce" that came with it was nothing but jarred pace picante' sauce. Are you kidding?? And whatever that "beef" product was that was in their tacos, I couldn't tell you. Clearly it was store bought frozen, or from some meat supplier. I had to eat it because I was hungry and my lunch break was over. Just awful!!! Now that i'm home again, i am heading back out to get something else just to kill the aftertaste that is still lingering. Taco Bell does a better job and that is really saying something when Taco Bell is better than you. Avoid this place at all cost. You want real authentic food, then head down to Los Molinos in five points.

(late edit) I'd also like to point out that, after reading the other reviews here, it seems more than likely that the few positive reviews were clearly written by either the owners, the managers or their friends in order to balance the large number of negatives. For example, do you believe a one line review and that reads "Delicious food. Reasonably priced. Long waits in drive thru though," followed by a 5 star rating could possibly be sincere?? That's a commercial!! And that's not the only disingenuous...

Do not mistake this 1 star review for bad tasting food. I have grown up eating at all of their locations and have loved their food every single time. Always consistent and delicious. However, here they are price hiking their food yet again. I am sure they have had several price hikes over the years but this time I am finished with them. You can't hike prices and have your portions cut. The breakfast burritos barely have potatoes or chilli in them and the burritos themselves are toothpicks! I went there today and noticed a change in the togo cups where they still charge the same price but now give you less. It seems as if they love to price hike their food but give you less and less each time. Oh and not to mention, I have put up with it for years because, like I said, I love the food. But can you people actually roll a burrito without making a complete mess!?! It's insane that I have chilli inside of the togo bag, napkins and on the outside of the burrito wrapper BEFORE I even open the burrito. Just pure laziness goes into rolling them and don't even get me started on your people skills because those clearly don't exist for the people that PAY to keep your doors open and lights on! I can go to Los Arcos or Tamale Kitchen and get twice the size burrito with great portions of everything (not just egg), not nearly as messy, if at all, and way cheaper than you guys. Oh and with no additional charge on cheese either! Good...