Juan's Rooftop & Cantina — Restaurant in Richmond

I had to edit my review to give more context after the response from the restaurant. Most horrible experience in a restaurant so far. If I could give 0 star I would. I normally do not write bad reviews, but the experience compelled me this time. Not just one thing but everything went wrong when we went there for dinner. I am editing and adding the timings so everyone can understand the frustration better. All of our party of 6 were seated at 7pm. 7:15 our order was taken which included appetizers and entrées. Drinks came out quick in comparison to everything else. Then the food took eternity to come out. Meanwhile we kept asking about the food, the severs would just say they would check on it. not even appetizers were out. Around 8:10 we asked if we could speak to the manager, we were told that she is busy but will be informed. Food came out around 8:20, the server then notifies that 2 of the entrees we order is not available, after an hour of the actual order!!! Plus they forgot our carne asada tacos. When asked about the tacos the sever said he forgot that and came back and said it would be out in 10 mins. We asked to speak to the manager again, Nothing! 25mins passed it was 8:45, no tacos! Imagine our frustration. We had it, just wanted to walk out, but we still wanted to vent to the manager so they could improve themselves. This time we asked the server one more time if we could speak to the manager. The Manager, Juliana finally came to our table. We wanted to inform her about what had happened, she kept on interrupting, looking away and rolling her eyes. IN the first sentence of her response, she said she was sorry for the inconvenience and that there is no excuse to this, but behold the explanation that came after the "But", it included a bunch of excuses. "this restaurant has 2 floors, we have many customers, food is coming out constantly for everyone, not just for your table. You should realize this is not a "FAST FOOD" restaurant, food does not come out in 5 mins." WOW! we were insulted and enraged. Contrary to the restaurant's response, they did not offer 30% off for the inconvenience. Because of the insulting response from the manager, we demanded compensation of some sort. We did ask for 50% off first, the petty response was, "no I am willing give you 10%" there was back and forth. Finally she walked off yelling 30% off, but only food no drinks. Unacceptable behavior from the manager of the place who is supposed to represent the whole restaurant. We cancelled the food that did not come out yet and asked for the check, but even for the check, they made us wait for 20 minutes. We went to the manager again, who was at the bar, asking if she could have our check out, she outright yelled at us. Imagine! When the check came finally it had errors which we had to have corrected. Left the restaurant hungry, angry and insulted. Understaffed, undertrained, horrible customer care. Mediocre food and diluted drinks. SAYING IT LIKE IT IS!. Zero accountability of their mistakes and outright yelling at the...

A SCAM TRAP!! On April 4, Me and 5 friends who are Lieutenants here for training (completely new to the area) decided to stop by to start our night out in Richmond with drinks. Upon walking in the establishment it was empty until being told by one of the employees that there was a rooftop and that it was still “happy hour” which didn’t end till “7:30”, as we made it to the rooftop that’s where we noticed that’s where most of the patrons were which made it more inviting; being a party of 6 there wasn’t much options for seating and we seated ourselves at the couch in the corner with little table space. Once seated we were greeted by a server, before ordering we inquired about “happy hour” as mentioned by one of the employees downstairs; the server preceded to tell us that happy hour ended at 7 but we told her that her fellow associate downstairs said it ended at “7:30” and it was only like 7:10 and she was pretty adamant about it not lasting past 7 so trusting her word we ordered the most basic drinks, I ordered 3 Tequila shots which didn’t have the price on the menu to which she said was $13 a piece which is abnormally high for a shot but I decided to follow through with my order. After all of us placed the order it took quite awhile to receive our drinks. While waiting a running thought among our group persisted of what time happy ended so one of my friends looked on the website to our surprise it said “7:30” so that made 2 evidences of happy hour ending at 7:30: one by the employee downstairs and the other on the website. Upon receiving our drinks after a good minute and finishing them we brought the website to her attention when she came back to check on us to which we were met by a different answer “Oh Happy Hour does not apply to the type of drinks yall ordered” remembering her first answer being happy hour ended at “7”. Confused on the happy hour situation and getting a way different answer we decided to not order no more and asked to pay and to which we inquired about a military discount which the server said was offered to which she had to go make price corrections to our payments. Upon her returning after about an extended amount of time with the payment kiosk, to our surprise our totals were outrageously high for only having 1-2 drinks averaging $25-$30+ with mine being $52 for 3 $13 TEQUILA SHOTS!! which should’ve been no more than $39 (3x13) so it was basically $17 per shot. To keep our cool and not make a big fuss we asked was the military discount factored into our totals and she said “yes” to which did not sound true at all for my total to be $52 for 3 $13 tequila shots- highly disappointed we were kind of rushed to pay to not get the issue resolved and we were not given our receipts to confirm with what she was saying. All in all we left this establishment feeling scammed out of our money and I would never step foot or suggest this place to any peers or military personnel for that matter as the military discount was...

My wife and I had a kidless night and wanted to try something different. We decided on Juan's due to the rooftop. The food was above average for what we expected. The atmosphere was what we were after. Everything went ok. A little loud but decent energy. Now.... When our server, Monica T, brought us our check, no big deal. I was finishing my beer and my wife was finishing her drink. Plates had been cleared. First off putting thing was the "20% Service Charge" that was not posted anywhere... I usually tip that amount or more anyway but I don't do your tip has already been added at 20%... What a great way for the restaurant to make extra money.

Secondly, it was about 10 minutes from the time Monica dropped our check off and came back, asking if "everything was ok." At which point she proceeded, in silence, to stand at the side of our table until I took out my wallet and handed her money. I can't even begin to tell you how absolutely offensive that was. We weren't camping at the table. We ordered drinks, dinner, ate our food and prepared to leave fairly rapidly. In under an hour in total. I worked in the business for years. I can tell you if one of my employees had done that.... They would have been sent home! She was flat out rude. It was personally insulting!

Thirdly.... And the most offensive thing! Our bill was $76.09 and I gave her two $50 bills. Monica gave me back, very purposfuely I might add, $23. So kind of her to round down for my change and round up for the house. That's called stealing! Theft! Not your money! I don't care that it's just around a dollar. She did it because she didn't want to make change and pocket the extra. So I actually paid about 22% to the restaurant. The food was alright, the rooftop deck was pleasant. Busy and loud but pleasant. How our server, Monica T, handled our table and money.... Unexcusable! Monica ensured that my wife and I WILL NOT BE BACK! WHAT AN UTTER LACK OF BUSINESS ETHICS AND EMPLOYEE INTEGRITY! Watch your check, charges and change if you decide eat or drink there!

Update: After having absolutely no clarification about very much, I felt I should ask WHY WAS ARE SIMPLE 2 TOP SINGLED OUT TO HAVE 20% ADDED TO OUR CHECK?! We ordered drinks and dinner. We stayed for about 50 minutes! I want an answer as to why we qualified to be SINGLED OUT? I'm sure some people would accept your answer/non-answer. I am not one of them! What I got from your reply is that you're going to allow servers to pick and choose whom they wish to target with this charge. I'm feeling like I need to file a complaint with the State Attorney Generals office for improper business practices/charges... In fact, I will do that today! Funny how they didn't allow me to respond or give me an email for further communication. Nothing is...