El Gran Torito's — Restaurant in Reno

Can't believe this happened. My family and I have been coming here for years, but for the first time, I have had a terrible experience. Called ahead and asked, "Do you have Caldo De Res?" .. "Yes, we do." Got there, ordered 3 enchilada plate and a Caldo de res.. the young late said caldo de pescado. I said no, caldo de res.. Beef soup.. she repeated ok beef soupe.. got my food and left. Upon getting home 12 miles away. I discovered fish soup. Called back immediately and asked why I have fish instead of beef.. she told me you ordered beef, hold on, let me check what happened. She came back to the phone and explained to me that we don't have beef soup, only fish soup. I explained to her. You told me you had beef, and that is what I ordered, and you repeated my order to me. I said it was no big deal. Just refund my card for the soup and don't worry about it. She said, "I will have to have your card here to do the refund." I said okay. I will come back up there in the next day or two. We hung up. Two minutes later, I got a call back from someone saying they were the assistant manager and was told that in order to do the refund, I had to bring the soup back to them. I did complain that that is highly unusual because I was just about to dispose of it. This slightly bothered me, but I told her fine.I will bring it in this weekend and tell her goodbye. As I tried to hang my phone up, I hit the mute button by accident. But apparently, she thought I hung up. I was able to hear another employee making snide comments and laughing in the background about me, and then the assistant manager began laughing as well. As I said in the beginning, my family and I have been eating here and renting their hall in the back for many, many years. We have had three of our quinceanera here. I never thought I would receive this type of service and treatment from...

We were seated promptly. The atmosphere was simple and nice, the server was friendly. We were one of 4 tables there (we got there early). Family was starving!!! The chips were fresh and the salsa was good.Happy hour called for a peach margarita for myself and a watermelon margarita for the hubby. Took a while for them to come out but they were very good! Queso came out quickly and was tasty. My husband ordered the fajita nachos which he really enjoyed. The kids each ordered a kids burrito. Neither came out correct. I ordered the chimichangas, which looked great! I cut into it and there was so much grease that poured out it made it inedible. If anyone knows me I live a good greasy fried item more than I should!!! This was way too much. Please see the picture, that was after one cut with the fork. When brought to the attention of the waitress I was asked "what do you want me to do with it?" I politely explained that it was likely dropped prior to the oil being hot enough and the grease was soaked up by the tortilla. I didnt want another just taken off the ticket. I explained that the kids burritos were both made wrong but we would eat those. She said she had no idea how those could have gotten "messed up". We again told her we had a Togo order. Placed it and asked for our ticket. She put in the order for vegetable enchiladas and brought our ticket with a charge for spinach enchiladas on it. I walked to the front to try and correct the error prior to the order being made. I received a corrected ticket paid for our meal and received our Togo order. (I was told later by the recipient (my older mother) that it...

Came with my friend to eat while we waited for her daughter to get out of gymnastics. We've done this every time we take her daughter to gymnastics. Food was decent, no complaints about it except they forgot part of our order but honestly we didn't even notice until we were nearly done. The service was not good. We must have been sitting next to some regulars because people kept stopping to talk to them, hug them, etc. Our waitress came to check on us and instead had a conversation with the table next to us (over our table, btw), meanwhile we're sitting there with empty salsa bowls, empty water cups and we have food to take with us. My friend and I both paid cash, hers was a little more than mine so she left her cash on the table because she didn't need change, she was leaving that for the tip. I added my own cash tip and went to the register to pay mine because I did need change. We go outside to go to the car and the cashier AND our waitress (so nice she was finally paying attention!) come running out after us, asking where the second ticket was. They clearly hadn't checked to see if she left it on the table, since that's where it was. Here's some advice: Treat all your customers like they're regulars. Don't ignore a table you're standing at to shmooze with the table on the other side of them. And before you chase down a customer into the parking lot to accuse them of leaving without paying, maybe check to see if they left cash on the table. We will...