Los Reyes Mexican Restaurant & Cantina — Restaurant in San Diego

Typically, when I write or talk about Los Reyes, I am raving about how satisfied I am with whatever I've purchased. I still feel that way, but I am tremendously disappointed about the service I received today (1/23/25).

Just about noon, I ordered my usual (see last paragraph), with an order of french fries. It is hands down, my go to meal and I rarely vary when ordering. Once the order came up, I noticed no fries in the bag. When I brought this to the attention of the employee, he was visibly annoyed and told me that, "in the future" I should say, "and a "side of fries."

In the entire 11-12 years I've visited Los Reyes--foregoing their busy competitor across the street, the mistake of putting fries inside the burrito has only happened once. When that did occur, the (much younger) order taker laughed it off, apologized, and reordered. This time, just the opposite occurred.

I was put off by today’s cashier's negative attitude, his lack of customer service skill, and complete absence of emotional intelligence. He essentially told me it was my fault. Needless to say, I did not enjoy the meal because his actions were unacceptable, particularly when I patiently waited an inordinate amount of time to receive the "to-go" order.

I've been attempting to speak with an owner/manager to discuss this, and called the Market Street location. Again, customer service was lacking. When I called, I was left on hold. After 8 minutes I called back to a busy signal. I called again, was once more placed on hold. This time, after 20 minutes of holding and hearing order after order being taken, someone picked up the phone and hung up. I called back to state my frustration, and "Maria" simply hung up. I called back one last time, and asked for names. She (unwittingly) gave me hers, and the manager's, Julio. Whew!

The purpose of such a long review is to share my frustration and impatience with poor service. I have been a loyal customer and have faithfully recommended Los Reyes to many. I've made friends with several of the employees and have watched them grow into respectable young adults. Surely, their lessons in courtesy and good service to the customer didn't come from the older individuals who represent Los Reyes-Broadway & Market Streets. Not sure if I will ever return. HUGELY disappointed!

Previous Review "I love the food and staff/family. My go-to is bean&cheese burrito with lettuce. Yesterday, I added a shredded beef taco to my order..my lunch & dinner. Almost forgot, I had an amazing-tasting margarita about a week ago. Not too much, but the perfect size for a quick drink while I was waiting. I've been loyal for 8 years...

Hello again! This is definitely one of my go-tos when in the downtown area. It’s Mexican food as you’d imagine and definitely good too.

It’s got it’s own taste, not the taco shop taste si no un sabor a comida mexicana estiló mexicano. The establishment is very spacious and can definitely accommodate a large group. These last two years they have definitely renovated the place and have made some great improvements like opening up the patio area.

I usually go with the carne asada fries or adobada burrito. The staff there is really friendly they are family oriented and definitely pay attention to the customers.

I’d love to give them the 5 star recommendation that they deserve, but this is me being picky because they used to have natural juices that were really great for after the meal but the juicer has been M.I.A for a few months now.

The other downside I feel is that they used to have iced coffee and this amazing lemonade! The lemonade was 10/10! However that machine too has been missing in acting for a good few months.

I’d love to see the return of...

Very disappointed, with this establishment. Service was good before, now it's not. I always tip even when I take out, but now I am left with feeling I have wasted my money here. I ordered two items and both had problems, I got a carne asada burrito with sour cream, cheese and avocado slices and I receive a skinny burrito with only meat and avocado, I am tired of constantly having to repeat my order and told they understand it only to go home and be disappointed. Also I called at 9:52p.m to notify them my order was wrong and as soon as they pick up and I ask to speak to a lead or a manager I am hung up on and when I call again my call is ignored. This is terrible customer service, I get its closing time, but customers like me are the ones who keep this place going and pay for the employees checks. I was also missing a straw and a fork. Lucky me they actually put a knife in there, like it would do much for me when eating my rice and beans. Thanks to this awful customer service experience, I am never wasting...