The Don'Key Mexican Food — Restaurant in Pasadena

I’m disappointed I even have to write this review. I LOVE this restaurant, or at least I have for the past many years. The food is delicious which is why I gave it at least two stars. I know we are in a pandemic and some things are changing because of it, but I don’t believe that should impact the quality of customer service a business/restaurant provides. Let me tell you what happened to me a few days ago, let me remind you I eat there and order to go there often. —- So I decided I wanted to order to go for myself and my family. As often it’s a pretty big order, so as I start I say the queso flameado (which is the only thing I ever order and I always order it to go too) the lady on the phone says that that item can not be ordered to go. So I ask why? She then tells me that the bosses just said that’s not an item that can be ordered to go and I said well I know it’s currently being served in the restaurant because I just had it a couple days ago for lunch. She says it can be made there but not to go so I say that doesn’t make sense, I would like to speak to a supervisor. She nicely said ok and transferred me to a manger. The manger was so rude and unprofessional. I begin to tell her my issue and how I would like to know why I can’t order the item to go and she says that the owners said no Because it takes a little extra time to roll it. And I said are you serious? Let me make sure I’m understanding you correctly, you’re saying I can’t order it because it takes a little extra time?? And she said yes. And I said well that makes no sense at all either. I’m paying full menu price for it and if I were to actually eat in the restaurant you would have to make it for me. This evening in particular we had been hearing a lot of information about family and friends getting sick from covid so this was our reasoning for not wanting to eat in the restaurant, yet I can’t even order what I want? So I verified with the lady on the phone that that weren’t a franchise and just had the one owners, and I asked if there was a business email or phone number that I could reach them at to voice my comments and concerns and she said no, and I said well are they ever in the office and she said no. And I said well who am I supposed to voice my concerns to?? And she rudely said, “Ma’m if you want to write a bad yelp review you can, but it’s Friday night and we are really busy”. I found that to be so rude and unprofessional. This used to be my favorite restaurant, and now I feel like I don’t even want to go there anymore. My order was $100 that night and I almost cancelled it because of the bad customer service, I only didn’t because the girl who originally answered the phone was so nice. I’m very disappointed In how the customer service has declined within the last year. It’s unfortunate. The don’key has always been a “go-to” place for me, that is now going to change. I would highly recommend who ever the owners that are supposedly never there , and don’t have anyway for customers to reach out the them, retrain their managers or higher new ones altogether. Also, the restaurant was NOT practicing safe distancing. I tried taking a picture but it came out blurry. However the place was packed and outside in the front area there were people sitting shoulder to shoulder on the bench. The tables and bar stools are not properly spaced out for safety during this pandemic. Get it together Don’key, it’s a shame you are...

I went to this restaurant on a Tuesday with 2 of my family members which isnt normal for us we normal go on fridays or Saturdays, and we were greeted by a female hostess she asked us if anywhere in the restaurant was fine. My mom told her that anywhere is fine, but just not the room with the metal roof this Is due to my dad being hard of hearing and when it gets loud in there he can't hear very well. Well when she made this requested this waiter was standing off to the side behind the hostess giving us a weird and nasty look when asked that us not wanting to sit in there was a problem she said "well I mean it's kind of hard not to hear in there when there is nobody in here" which my mom replied with "well normal when we come in here it gets packed quick and quite loud" which she replied with in a very sarcastic tone "well I hope to God this place gets filled". Then, after we were set, we asked the hostess for the waiters name, and her name was Taylor. I guess the hostess told her we asked for her name due to the fact that our whole visit evertime she would walk past our table, she would make passive-aggressive comments and yelling. Ex- this elderly couple walked in and me and my mom were having a discussion she was standing right next to me and began to yell "hey sit them over her there's so many open tables and not to loud." As well as 'come on people, let's get this place filled up and loud.' I know for a fact she was trying to start something and was poking at us as she would only do it by our table. Not to mention, i went to the bathroom to wash my hands there is 4 other mirrors in there and she chose the one I was washing my hands infront of to check her butt because "she's had kids and she sneezed a little to hard and wanted to check for any wet spots" she was wearing black pants. This behavior was inappropriate and not very needed as we were just trying to enjoy our meal and the rest of our day. We probably won't be back soon as this place seems to be okay with their waiters tweaking and being out right rude and gossiping about...

I’ve been coming to Don’Key for over 20 years since moving to Pasadena, and I’ve always loved the food, the vibes, and especially the margaritas. But tonight (08/02) was the absolute worst service experience I’ve ever had.

Our server, Taylor (wearing an orange shirt on 08/02), was noticeably rude and dismissive from the moment I placed my drink order until I received my check. Every interaction felt like I was inconveniencing her.

When I arrived, she didn’t greet me—just looked at me and asked, “What do you want to drink?” No hello, no welcome. I ordered an appetizer that didn’t arrive until my main entrée came out. When I asked about it, she replied, “It’s coming before your order, so don’t worry.” Yet both showed up at the same time.

Then, while I was looking over my food, she abruptly asked, “Do you still want the Donkey Balls?” I had clearly ordered them, so yes, I still wanted them. Throughout the night, I said “thank you” multiple times and never once received a response.

That kind of attitude is completely unacceptable in any customer-facing role. If interacting with guests is a burden, perhaps additional trainingor a reevaluation of the position is needed.

Based on her attitude and lack of basic customer service, Taylor is not representing the restaurant well at all. At this point, she might be better suited for a role that doesn’t involve direct interaction with guests perhaps something in the back of house. The energy she brought to the table tonight was more fitting for washing dishes than serving paying customers.

On another note, I strongly encourage management to do a better job ensuring staff maintain proper hygiene. It’s extremely off-putting to enjoy a meal while being distracted by unpleasant body odor, bad breath or clothing that smells like mildew. That shouldn’t be something guests have to tolerate.

I’m only saying this because I care about this place and have supported it for two decades. But tonight’s experience was beyond disappointing and needs to...