Puerto Vallarta Mexican Restaurant & Tequila Bar — Restaurant in Rapid City

Edit: because my husband likes their salsa, I have been back a few times and we even sat in once to dine since the original review (we don't live in Rapid City and only visit on occasion to get groceries and supplies). Their service is much nicer and I haven't seen the previous rude server. Though I feel bad for the server, I very much appreciate the management looking into my customer feedback. I am changing my rating to 5 stars. Food 4.5 stars, Service 5 stars

The food is pretty good for South Dakota (but I think that my bar is set high being that I grew up in the Southwest US). However, their customer service is horrible! I ordered some food by phone yesterday and when I got there, I sent my tween daughter with money to pick it up while I tended to my younger children in the car. When she didn't come out after 10-12 mins, I went inside to check. My daughter was sitting on the bench with my money in hand. She said that though she was attended immediately, the waitress/hostess told her she needed to go get some change. The staff member then left and didn't return to finish the order. I asked her to point out the staff member and she showed me a lady who was just standing around. I walked towards her, saying "excuse me," after which the lady walked away from me. I flagged another server and let her know that if cash was the issue, I could pay by card. That second server just shook her head in disbelief and told me that wasn't the issue, that she was there when the first server was helping my daughter and went back with her to the back of the restaurant. When she saw that the first server was not tending to the "change" she said she was going to get, she asked the first server and that lady reportedly just shrugged it off and then proceeded to make my shy daughter wait for 10+ minutes. Needless to say, I was livid!!! I told the helpful server that this was not the first time that this particular hostess/server has shown poor customer service and it only seems to be her. I don't usually leave reviews but this treatment was heinous enough that I believe it should be addressed by restaurant management. It is enough of a grievance for me to never get food from this restaurant again if this server continues to be employed here.

Food 4 stars. Service 2 stars (it would be negative stars if it weren't for the other servers that make up for the hospitality crimes of said employee) 3...

DO NOT ORDER DOORDASH PICK UP FROM HERE. The restaurant communicated with DoorDash that my order would be ready for pick up at 6:37, I went to the restaurant at 6:45. Despite multiple conversations with staff, no one could tell me what was wrong with my order. There was 4 other DoorDashers waiting and were all experiencing the same issues. No one at the restaurant was offering any solutions and one of the staff seemed annoyed people kept asking for their orders. Finally at 7:50PM, I left.. Without my order. My order: a single order of Chicken Fajitas. That took over an hour and only to feel dismissed by the staff? I asked to see a manager for some clarity as to why a single order was taking so long and was told angrily by a male staff member, “there isn’t a manager here” as he walked away. I won’t be coming back and would advise management to take a look at their processes to ensure that any paying customer is treated with respect. It should be noted that this was a Sunday evening and while the restaurant was busy with dinner service, there were several open tables and the bar was occupied by only a few people so by no means would it be difficult for the kitchen to make an order of fajitas. They did not offer any solution, reimbursement, or have kindness for an unfortunate situation.

It’s a shame because we came here on vacation a few months ago and it was wonderful. But their lack of regard for paying customers ordering take out, dismissive attitudes, waiting over an hour for a single order of food, and leaving without an order I PAID for simply should not happen. Please do better for...

This place is a hit or miss. The only time we ever went in person, we spent at least twenty minutes waiting to be greeted by someone, and I guess our expectations were too high, because it never happened!! So we left with the intention to never return. Nevertheless we wanted to try their food and we gave them another try, but this time via UberEats. We noticed that depending on the time of the day, the food was better or worse, until one day it was just ridiculously nasty, between hard and stale, and we called it, and that was the last time we ever ordered from them.

For any type of business in order to succeed, besides the obvious having excellent customer service, the second very important factor is Consistency. If a business lacks consistency and it's a yo-yo business, that's how their figures are going to look as well, yo-yo figures!!

** Restaurants must keep in mind that the virtual/invisible customers have as much power if not more power than the ones on location. Don't think that because you don't see us we don't matter and throw whatever you feel like it in the carry-out containers. We have voices, even louder than your visiting patrons!! Because with any visiting patron if any issues arise during their visit to your restaurant, you can easily take care of them, which prevents escalation to the ears of Corp offices. But your invisible/virtual customers, we are going to use another approach, and because we are not in front of your face to appease us, any phone calls to Corporation are literally escalated. So if you underestimate your virtual/invisible customers,...