GRAND GELOTO — Restaurant in San Antonio

I almost neverrrrrrr post negative reviews but this place has HORRENDOUS customer service! I ordered through GrubHub for $80 with of food. 20 mins after the END of my delivery window I called to check on my order. I hear the gal call the driver on their cell and she was incredibly rude to her own coworker. She tells me the driver already picked up my order but was dropping another order off first. Ok, fine… I wait anotherrrrrr 30 mins and call back. She again calls the driver and I hear the driver say they are about 6-7mins out. I tell her by the time I get my food it will have been gone from the restaurant for nearly and hour that I am at least aware of. She said, “what do you want? You want your delivery fee waived? You want a refund? What?” (The order was being delivered DIRECTLY via the restaurant not a 3rd party driver). I said, ok yes then a refund please. So she says “ok then you won’t get your food” and then I hear her call the driver and say “don’t deliver the food”. So I get upset and I say, that I want the food! She says “well if you’re not paying for it you don’t get it”. So I tell her to then please explain to me what my options are. That she asked me what I wanted. I told her this was my FIRST order via this app and that I am looking to her for guidance. I don’t know what my options are but that I want my food. I explained that I own my own business, and customer service is EVERYTHING! She then put me on hold and never came back to the line. So I called from my daughters phone and asked again, “I’m calling for the grub hub order, are you going to deliver it?” She says no.. I ask her to talk to the manager. She said there was no manager on duty. So I asked what was the managers name (so I could call at a later time to speak to the manager). She said “I JUST TOLD YOU THE MANAGER ISN’T HERE”. I told her I understood that but what was their name, and I asked for her name bad she hung up on me. I got in touch with GrubHub and got 100% refund on my full order. I would have been incredibly happy with the restaurant contacting me (before I had to call TWICE) to get order updates. I also would have been happy with maybe a 50% refund and still receive my food after it was gone from the restaurant for an hour. Something… just a call and kindness with an update from the restaurant would have done WONDERS in this case. In this case an employee with a BAD Attitude just cost the owner an $80 dinner loss. That sucks. If I was the owner I would take personal offense to someone thinking they could talk to someone that way. It’s costing the owner money, not the person with bad attitude that still gets her paycheck… until the restaurant closes because word of incidents like this spread….

Side note… I received a call right after I placed my order from the restaurant letting me know an item I had placed an order for wasn’t available and what did I want instead. The gal that called was so nice and kind and I told her that it happens, I wasn’t upset at all! See… a simple call and an update is all it takes. The gal that answered the phone both times when I called to check on the order could use a refresher on customer service. She was in no way shape or form capable of handling any hiccup...

The lady (who is apparently the owner) who took my order was EXTREMELY rude and disrespectful. She didn't even ask for a name on the order, and she overcharged me. I ordered one of their deals that was $30, and a salad that was $5, yet my order came out to around $47. Then I called back and added 5 ranch cups (which were ridiculously overpriced). It's a good thing that I went outside right around the same time the delivery driver got here because they were about to give my order to the wrong room!! On my order, I had 3 drinks- 2 Dr peppers and a sprite. However, I received just 2 sodas- a coke and a sprite. And those 5 ranch cups I paid for? Only 3 of them were in my order. Whenever I call these people back, that rude lady answers the phone and won't let me talk to explain what's wrong with my order, she keeps talking over me and had so much attitude- refusing to refund me for what I didn't receive. I will NEVER order from here again, and I know that anyone else who has an experience with them will probably have the same treatment I did and won't want to ever order from them either. It won't take long for them to go out of business. From the moment she picked up the phone and said hello, she had...

I never post reviews that are bad but this place runs a “ghost kitchen” for a place called “Juicy’s Cheesesteaks” I ordered delivery that came out to 60 dollars and my order only came with one cheesesteak and fries. Apart from the food being horrible the service was ATROCIOUS. The woman that answered was playing games with me hanging up leaving me on hold questioning me on the menu telling me the manager was out of town and finally answering my calls and then hanging up. I’m so upset I’ve never experienced this EVER. Do yourself a favor and...