El Molino Mexican Restaurant — Restaurant in Radcliff

05JUN22 TLDR: the customer service was horrendous. The only plus about this experience was that they were not shy with the meat on the fajitas.

I have only ate here a few times, and I reminded myself today why this is definitely not my go to Mexican restaurant in the relatively immediate area. It has been maybe a year or so since I have tried it, and since it being a lovely day, I thought it would be a great way to spend the last bit of the evening with my girlfriend getting a bite to eat and some cold drinks out on the restaurant's balcony, especially since we had a dog with us.

First thing is first, I asked the hostess if my GF and I could sit outside on the two seater. She said that was fine, and I took our own menus and silverware outside, cleaned off my own table, and sat down figuring out what we were about to get. 15 or so minutes pass without being seen; I go inside to remind someone that we are outside. 5 minutes pass and we get chips and salsa. Alright, I'm thinking. Another 15 or so minutes pass, and we have not been seen about drinks. I ask one of the servers that's cleaning up some tables within eyeshot. Finally someone gets our drink order and dinner order. Drinks come out, and we ordered a double fajitas. The filling comes out (steak, shrimp, onions, green peppers), but no tortillas, rice and beans, lettuce etc. That takes another 10 minutes to follow. Server comes out with it finally, and I ask for a refill on water. I waited for 5 or so minutes before I get up, hunt him down, get my ticket, and leave. I stiffed on the tip, but I was frustrated with the lack of service. I saw him serving others drinks (folks that came way after we first arrived) and running around without thinking about my water refill.

I saw that it was somewhat busy; but it looked from my perspective that they had plenty of servers to distribute the work to where people wouldn't be overwhelmed. Either hire more people, turn customers away, or get more proficient at the job. Definitely won't be coming back. Again... I hate to be rude, but as another reviewer has said, I don't understand how this restaurant has a 4.5 star rating after hundreds of reviews. Be aware; be prepared to wait...

Not sure how this place has a 4.5 rating...because my experience was pretty bad. I can understand if they were busy but they were only at around 50% capacity that day.

Myself and the 3 people with me had to stand at the front with 2 other groups that were waiting to be seated.......our wait was about 10 minutes before someone finally came to the front to seat us. We asked if we could set outside since it was such a nice day. We were told that there were no servers for outside. We waited for about 15 minutes for the server to bring us chips and salsa.......then we waited another 10 minutes before a server came to take our drink order. It took another 10 minutes for the drinks to arrive. About 15 minutes later the server took our food order. After 45 minutes of waiting for our food and not being able to flag down a server during that time a member of our group went to the front and enquired what the status of our food was. He was told that it would be a few more minutes....which turned out to be about 20 minutes. The food finally arrived and my order was wrong. Before I could say anything to the server he turned around and rushed off. So.....after trying to flag down a server and not having any luck I just decided to accept the order so we could eat and get out of there. Well,my order and the rest of my groups order were cold. We tried to flag down a server.......with no luck. During our meal,we tried to get refills on our drinks with no luck. After $ paying $ for this horrible experience....as we walked out we noticed there were several groups setting outside being served. The same place we had asked to be seated from the beginning.

Lousy service,wrong order,cold food,no drink refills and a disappearing server.......etc.

You got my $ money $ once.............but you'll never get it again !!! If I could give a negative star rating I would.

My advice is to go to Taco Bell......the service & food are...

Will not go here again because the customer service was awful. I ordered a very large order for pick up. I checked the ticket when I got back to work to tell people what they owed me. Turned out instead of adding the cheese dip to the meal for $1, the employee added a whole side order of cheese dip for $3.99. She did that to 3 orders. Her defense was "since you didn't say you wanted the cheese dip for $1, I added the side order of cheese dip." I told her when I placed the order I said "Pollo Radcliff with cheese dip." I didn't say I wanted a side order, so she shouldn't have assumed that's what I wanted. She wanted me to say "with the $1 cheese dip" which is absurd and not normal when ordering food. You don't place orders at restaurants and say you want the $1 taco, unless that's the name of the order. She should not have assumed I wanted the $3.99 order when there was the potential that I'm wanting the $1 order. In hind sight, I would have clarified if I knew I would have to, but again I was ordering the meal with cheese dip and the menu clearly states "add cheese dip on top of any meal for 1.00 extra"...which is what I did with the meals. She proceeded to ask if I recorded the message, and I responded with "why would I record the phone call." I asked how can we amend this, and she asked if I can return the cheese dip. Granted, I called at 1, and left a message with someone who told me the person would not be back until 3. I waited until 4 and decided to call. So almost 4 hours have gone by since we had the cheese dip, but she asked if I can return it. She was absolutely useless in amending this situation and they have lost our business, which we ordered from often. There was a simple solution, and she chose to ask bizarre questions and requests instead of listening to my feedback, which is that you need to clarify with customers if they want the $1 add on or the $3.99 order. You need to do better because this was a...