Border Cafe — Restaurant in Saugus

Formal Complaint Regarding Unprofessional Conduct and Discriminatory Remarks. I am writing to bring to your attention a deeply unsatisfactory experience my daughter and I had at Border Café in Saugus location on Route 1 We have been loyal patrons of Border Cafe/Jose Tejas for approximately 22 years, (you can check it out our record visits under name Adrian Novoa and Lida Gonzalez) visiting various branches including the closed Border Cafe in Cambridge in Harvard Square, Saugus on Route 1, and Burlington. We have always appreciated the quality of your dishes, customer service, and the efficiency in serving meals. However, our recent visit was marred by the unprofessional conduct of the server Anna G. Initially, the service was standard, but as the evening progressed, it became apparent that Anna was neglecting our table in favor of others. When we inquired about the delay in receiving our main courses after finishing appetizers, her response was unexpectedly rude, telling us that she was waiting we finish our appetizer, and she passed the order to the kitchen and the delay is of them, that there is nothing she can do, so it was evident that she tried to cover herself and tried to avoid her fault, which I consider for some reason she was negligent in attending us because at the beginning we ordered for our appetizers an at the same time we ordered for the main course. we are very educated persons, and we treat others with respect and that is what we expect from others but unfortunately in this case it was not like that. Anna not only failed to address our concerns but also made discriminatory remarks such as "I don't waste my time on trash." when we requested a change of server. These comments were offensive and completely unprofessional. Moreover, despite expressing our dissatisfaction to the manager, Anna continued to make derogatory comments whenever passing by our table trying to make us feel bad, which was her goal. I believe that when an employee walks through the doors of an establishment, she becomes part of a team. The moment anna crosses the door of the restaurant she becomes part of the border cafe team. So, if I file a lawsuit for lack of respect and discriminatory phrases toward us from that server, the lawsuit will not be against anna, the lawsuit will be against the restaurant border cafe. I didn't want to go to the manager directly to continue with the discussion at all because I know she will only stop the argument from escalating at this point and close the case with "I'm so sorry" what happened and that's how it all turned out for them, but my daughter and me preferred to eat to pay and leave that place. this is not easy to separate a time and write this message, but I want to do this and express this bad experience and notify to the general manager and all executive management so that this does not happen to any customer and they take more measures to provider better training on these issues to employees. This behavior is not only unacceptable for any employee but also reflects poorly on the reputation of Border Cafe/Jose Tejas. We believe in the importance of providing constructive feedback to help maintain the ambitious standards your establishment is known for. We kindly request a thorough investigation into this matter and appropriate action taken to ensure such incidents do not occur in the future. We trust that you will address our concerns promptly and uphold the values of respect and inclusivity that should be maintained in your...

First off for those going to the Border Cafe, if you go across the street to theRte 1 Grillhouse you can get a full rack of ribs for like 5 more dollars than a fahita at This place ans the value for your money is off the charts. Now I realize how bad the Border Cafe is in comparison. But here is my review of the Border Cafe:

Today was a WOW moment for me atThe Border Cafe. I typically have been going here once a week becasue I like the food. And the girls that work there are just great kids, I always tipped them well because I think they need it and deserve it, and they have always gone the extra mile. But Today, just wow, today was an experience I will never forget in that place, I I promise I never go back there, they lost my business forever. Why..I am getting a takeout order and asked for Queso dip. Simple thing, get it every time I went in there, the girls have always been awesome, and I tipped them well for that, but today, the general manager refused to sell me queso. not a big deal in terms of what I am not getting but it is a big deal when you hve a customer who goes thier weekly and you get treated like some dog trying to get in the store, by the manager, who refuses to sell you what you are looking top get, something that I got every week, but not with this lady around, she stood in front of me at the register where you order, as I was talking to a guy sitting at the bar, and I said "Oh this must be the lady that will take my order" but she never turned to face me, and just walked away, that is when I aksed he, can I speak to the manager, and she said, I am the manager, in fact, I am the general manager of this store. So she refused to help me again, another girl who took my order in the past came over to help and she was real nice, but she did not have a code, so she left, but I credit her for trying, but clearly they would not give her a code to serve me, Then one of the girls who is really nice came over and saw what was happeneing and said " I will help you" but it was too late. The manager should be fired and I do not ususally say that, this one is nasty. I walked back in to tell her I was not happy theat she did not serve me, she said something like this is not the place to talk about, and I said Thats Ok I am leaving and her response was "good Leave" That is a manager, th poor girls there have to deal with that. And to the lady that I gave the 3$ tip, you did not deserve it, you were nasty too, both of you, Never be back and will be contacting the owner of this establishment about this...

Want to start off by saying this was one of our favorite places to eat, this was our first time back since the pandemic hit. Corporate apparently changed the menu, HUGE mistake. We dropped $175 with tip, there were 4 of us including a 7 and 8 year old. We ordered the steak, a $20 entree. The previous menu kept it simple, with a chimichurri type sauce . The new sauce they smother over the top is heavy, sour with a bitter but hot curdled flavor that was not even palatable. Why mess with something that was excellent before? unless they are using inferior meat (which was overcooked) and are using the new sauce to mask the flavors? aweful. My wife ordered the Blackened Salmon salad, it was totally covered with a thick layer of spice and was way overcooked, less is MORE people! you can use less like you used to and take the filet off the grill faster! also, they removed the Caesar Salad from the menu which was a bummer and none of the salad options really paired well. This was a mothers day request from Mom so very sad it was the end. Chips were plenty, warm but much thinner now where they would break much easier, obviously using thinner tortillas now. They still had good flavor. We ordered their chicken skewere as an app which is simply fried tenders loaded with Reds hot sauce. Not a good option for little kids and the app menu was limited. The guacamole was good. The waiter was extremely forgetful, forgetting straws for the kids virgin daqueries. I asked about it when he came over he apoligized then forgot again so I had to get up and grab them from the bar myself. Waiter also left us sitting waiting for drinks, including water for 20 minutes. Mark my words, this group is going to go down FAST as they have multiple locations/business names. Sad to see them go as they always had great prices and excellent food, keeping things simple was what they do best. They’re cutting corners but dont have to as the same proteins are coming out as before, they've just ruined the recipes and are charging double for it! I was told managment has raised concerns to corporate who won't budge from their current path....