Las Palapas - Hausman — Restaurant in San Antonio

I went to las palapas on Haussmann on 11-7. I went thru the drive and placed my order. When I got back to my job I opened it and it wasn’t correctly made. So I called up there to speak w Anahi. I told what was wrong she told me I could come back they would replace my order. I decided to go back on 11-8 and get the mistake. This time I sat there inside and tried to enjoy my lunch. As I was sitting g there waiting on my order I had a woman come up to me and ask me what time did this happen . I told her. The. I had another woman come up to me and ask me who I spoke to. I told her. Then I had the manager named Juan come up to me and ask what time, what I ordered, who I spoke to. Then my order came as I was there trying to enjoy my lunch. The manager Juan came up to me again this TIME to show me the cameras. As he is showing me the cameras he said I lied to him. I did t see anything there that showed me this was my order but he was adamant this was my order. Again telling me I lied to him. I told him I wasn’t lying he said I was going back and forth with him about me lying. All this in front of customers enjoying their lunch. He told me he didn’t like the way I was talking to him. I guess cause he is manager I should respect him. Respect is given only when respected. He was very disrespectful and very rude! Still sitting there trying to finish up my order. He told me I had to pay for this mistake because I lied to him. I told him I was not paying for this order I was promised this mistake would be replaced again he said I lied to him. He told me this was his store. I told him this restaurant doesn’t belong to you. He said it did. I told him I was going to get a hold of the owner and he told me good luck. As I’m trying to leave he told me I have to pay this order. I told him I was not! But he told me he has my license plates I guess to scare me and I told him I don’t care I was leaving. Juan then threatened to call the cops. I told him to go ahead them one of his coworkers said she would call the cops I guess I should have been scared I was NOT! This manager sucks! He obviously doesn’t know how to handle this kind of situation. It was a $12 Mel. Not like I was running out on a huge bill. I need him have more training on how to handle these king of situations. I will not go back to this store again! I hope I can get a hold of the owner. I’m still working on that. I will not let this go until I speak to him and have my...

Never order curbside at this location! I’m a healthcare worker And after a long day at work, the last thing I wanted to do is cook a meal. I placed my order via their website. The site stated my order would be ready at 7:58pm and I arrived a couple of minutes before that. When I arrived, there was over 10 cars in the drive thru and 2 others in the curbside parking spots. The 10 cars in the drive thru left and more came and nobody had yet to acknowledged me or the the other two curbside vehicles. A frantic young girl came out once asking for a random name, I said no then she ran off to another car. Never once did she greet me, ask my what I was waiting for, just ran off. I at this point it’s 8:30pm and nothing... I’m also blowing up their phone and the line rings busy... I pull out of the curbside parking spot and get in the drive thru line since they seem to be getting served. At this point I’m stuck, I already pay over 45 dollars for my meal online and can’t get ahold of anybody on the phone so I stick around. I finally get a person on the Phone and immediately ask for the manager. At this point, I’m beyond upset and explain my concerns. Never once does he apologize, recognize that they’ve messed up and just stated they are busy and my order is ready. He even gets confrontational and stated his site states my order was placed at 8pm when I clearly have proof of The receipt stating my order would be ready at 7:58pm. I pull out of the drive thru line and the manger meets me at a parking spot to give me my order. He is rude and very Unprofessional. i got home to discover that he never included the 3 slices of tres leches cake I had promised my children And I paid for!!! I’m beyond upset at myself for choosing this spot. As a health care worker, I rely heavily on curbside service to feed my family as I’m unable to cook for them since I’m always working. I will never go to this chain again and I’m very disappointed at their curbside system. They don’t deserve my business and I will never give them...

(I emailed the letter below to Las Palapas corporate ofc back in October, I never heard anything back from them.)

I live out of state, but return to San Antonio once a month, to check on elderly relatives. I always stop at this Palapas, (Hausman & 1604) the day before I go back home, to buy barbacoa to take to my son.

The last night I was in town (10/12/2024), I ordered my usual: four pounds of barbacoa (and a bean & cheese taco for my cousin) After placing my order and paying for it, I was instructed to pull forward and wait. There were three other cars waiting also. I waited about 20 minutes, and then my order arrived.

When I got back to my cousin’s house, I unpacked everything. I immediately noticed the barbacoa had been packaged in different containers (small styrofoam cup containers, instead of the small aluminum trays it’s usually in). Something told me to get a scale out and weigh it, which I did.

Not one of the four containers weighed what it should have, they were all LESS THAN 16oz. I paid for four pounds of barbacoa, but I did not receive four pounds. (I have attached photos for you) Also, as I was paying the cashier, he told me I would be receiving a $10 discount, because of my Palapas Reward Points. (I recently became a loyalty club member) That $10 was not discounted from my total, as you can see on the attached photo of my receipt.

I am now questioning every barbacoa purchase I’ve ever made at Palapas! How many other times have I paid for four pounds of barbacoa and not received it?! I buy barbacoa from you guys every month to take back with me. All this time I trusted that my order was being weighed before I received it. Last night ‘s purchase showed me it’s not.

Please talk to your staff and advise them to weigh the containers before giving them to customers. If a customer pays for something, they should receive it, ALL of it. I’m very disappointed and feel cheated. I paid for 4 pounds of barbacoa, and did not receive it.

Thank you, R....