Los Ranchero’s Mexican Bar & Grill — Restaurant in Santa Rosa Beach

I rarely leave reviews and will preface that we have had many good experiences over the many years we used to eat at Los Rancheros but tonight was one of the worst experiences I've had at any restaurant and I feel personally disrespected by the manager, Enco after sharing the numerous issues in one single dining experience.

Granted they were busy, we waited an extremely long time for drink refills which is not great but not the end of the world. I ordered wings well done and they were not cooked well done. My daughter ordered a plain taco that we had to send back because it was brought with lettuce and tomato. We ordered fried ice cream and it was brought to us with three of the toppings missing as described on the menu. Our daughter did not like the fried ice cream and wanted churros so we ordered those for her. They came to the table runny in the middle and missing toppings, as well. We sent that back and cancelled it to which the server made sure to let us know there was nothing wrong with the churros.

Up until this point we had tried not to complain but all of these relatively minor things adding up in one visit with the need to argue about the churros, I asked to speak to the manager. The manager, Enco came to the table and also felt the need to argue more and reiterate that there was nothing wrong with the churros. He did say the words he was sorry but his body language and attitude overtly expressed that we were the problem, not the food or restaurant. He said he would see what he could do and sent the waitress back with a gift card for the troubles.

This is the part that really upset me the most. The receipt inside the small envelope showed a $15 gift card with $10 remaining. They had given me a used gift card just to pacify me that wouldn't even cover the tip on the check. I showed Enco the receipt and his response was "oh, I thought it was new" so that communicates to me, it was just laying around and he thought "this will shut him up". It felt like a spit in the face, disrespectful. He proceeded to ring up a new $15 gift card looking flustered and embarrassed. I let him know the way the situation was handled makes me question whether I would ever come back.

Anyone can have a bad night and I would not had even thought to leave a review had they handled it in a decent, respectful way, but the saying goes "It's not always what you do for people they remember but how you make them feel", and frankly I was made to feel pretty awful. I can't justify in good conscience supporting them anymore after probably more than a decade of eating there it was that bad of...

I’ve never had an encounter like this before.. I won’t be back ever due to the lack of respect for customers. For instance my partner and I decided to order nachos which wasn’t we thought would be simple. But the quality of the food was not good at all and after taking literally 3 bites I had informed the server that we did not like it and was wondering if he could take it back and take it off the tab. But NO… he kept saying what didn’t you like about it so I gave him the answer again.. and said the quality of it did not taste good and it didn’t look to par to consume on my part. Which I thought since I said it in a nice manner, it was all settled and done but at the end he proceeds to give us a check, saying “I’m not paying for it you have to pay for it you can’t just go anywhere and say you don’t like something and still not have to pay for it.” Even if the food was barely eaten or even taken out which that baffled me honestly because for one I work in customer service and you will always want to customer to be satisfied. He could’ve at least said is there anything else I could get you instead. But no he decided to be argumentative continuously by saying” I don’t get it what didn’t you like..”and when I asked for a manager apparently “HE” said he’s the manager and threatened to call the police over a customer not being satisfied. So honestly we were leaving the building and he decided to follow us out while sending more threats our way while we’re trying to get in the car and leave as there is a child present. Due to all of this happening of course we paid for the food because I’m not for any inconvenience over something simple, but I highly do not recommend going to...

The lady that takes the togo orders is extremely rude on the phone and in person. When I went to pick up my order this evening, the price was $15.07 which is always what it is so I didn’t think anything of it. But when I inserted my card into the chip reader I noticed that I was not prompted to enter a tip. I still did not think much of it. I checked my order before leaving and I noticed my order was missing the side order of black beans I ordered. When I asked about it because my total was the same as always and I order the same thing every time, she said I didn’t order it even though she repeated it back to me on the phone. When I reminded her of that, she told the kitchen. After a couple of minutes, another lady brings out the side of beans. The rude lady that took my order then said I needed to pay for them. I said no because my total is the same as it always is and she said it’s because SHE added a tip to my order. I did not authorize this tip and that explains why I was not prompted on the terminal. She then just gives me the beans but when I get home it was refried beans and not the black beans that I ordered. I called up there and asked to speak to a manager. She was the one that answered and said she was the manager. She continued to be rude and then accused me of never tipping on my togo order which is why she said she added the top herself and continued to argue with me. This is extremely unprofessional and I’ve now lost all trust in this establishment...