Hacienda Mexican Restaurants — Restaurant in South Bend

Came for my cousin's birthday on Friday. At 5:30 they were just starting to get a little busy, then as we progressed through the night it got busier, atmosphere was good, and food was pretty decent. 3 of us got the taste of hacienda and the other 2 got something else. From what I gathered mostly everyone had enjoyed their food and most of us left with leftovers for another day. Service could have been a tad better than what we received. We aren't sure if the girl we got was new or what, but when my grandma, my husband and I ordered the taste of hacienda, we all said we would like the taste of hacienda and even stated the meats that we would want, but when the waitress was taking the order she asked each specific thing like would you like the taco salad what kind of meat, then asked do you want the wet burrito and what kind of meat and again for the chimichanga. It was a bit much especially with 5 of us ordering and 3 of us asking for the same meal, granted different meats, but she continually asked these 3 questions to all 3 of us when we said we wanted the taste of hacienda... last I checked, the taste of hacienda comes with those 3 things, so why do you need to ask do you want this do you want that, what kind of meat?? like just ask what kind of meat with all 3 items. Again, I don't know if this girl was new or what, but we have NEVER ordered this and asked that many questions before. Also, when we sat down had asked for a ranch, right as we sat down and that wasn't brought to our table till 10 mins after asking. I am not sure if she forgot or what. Most of our table ordered water, so it was nice getting a pitcher of water for the refills. Since I ordered mine with lemon, I would have liked a couple extra sides of lemon if I would have known that was how we were getting our refills, but I didn't ask. Our food took well around 45 mins. Like I said, I know they were starting to get busy, so I understand waiting for 20 mins or so, but 45 mins was a bit excessive. The only other complaint is that I know even on busy nights that these servers get designated areas to check and work on and I know they wouldn't leave the bar area just to one server (matter of fact I saw a couple people taking orders so I know she wasn't on her own). She didn't check in with our table often. The only times she checked with us was when we got the pitcher of water and then once after the food was served, just something I think can be worked on. People complain all the time about tips, but these people need to be checking their tables often, doesn't matter if someone says something is fine, check a couple times. First time, ask if everything tastes fine, second time come back and see if anyone needs a refill, chip refill, or to get any plates or cups out of the way, and third at least check to see if again your refills and see if any plates need removed. I am not saying you have to ask questions every time you check your table, just make sure you are peaking in or walking close enough to your tables to make sure that nothing is needed, that way you are showing you are there in case something comes up with an order, drink refill etc. Happy our food came out good. Otherwise, we did enjoy our time and the food with our company for their birthday. Just wish the service could have been a bit better, and that is why I marked service as a 3 star. But did give the review an overall 4 due to comfortability in the bar area (heat being on), being able to get in quickly before the rush, and the food. Food is always a big factor into my reviews and then service. It is very hard for anyone to receive a 5 star only because places anymore aren't checking often or food quality over price is terrible, etc. Also, with not knowing if this girl was new was another reason, I did leave it...

Just terrible experience 11/2/23! The bartender rolled her eyes at us because we moved from the bar stool to a booth and then after that, she assumed everything and all I said was don’t roll your eyes! She started to try and defend herself, loudly and I said “Don’t say nothing, she kept saying assumptions and again I said don’t say nothing and she continued with her diatribe and again I say don’t say nothing and in between each time I said that she still continued to argue with me, and assumed we didn’t like her that we didn’t want to sit in her area. (We don’t know the areas that are assigned to which server) There was even a male beer drinker at the bar yelling and interjecting his two cents at me saying that all this was my fault, (what was my fault?) the only reason we moved from that spot to another is because the booths there were dirty, didn’t have plug in for my friends charger, we didn’t want to sit at a table, and my friend who had hip replacement surgery, couldn’t sit on the bar stool, as she originally thought, so we moved and then the bartender rolled her eyes at us and smirked to another server. (Who can and has been rude to us.) And then we had to move again to yet another spot. Then the bartender went on to talk about us in front of us to the beer drinker and other customers in a booth. Mind you we were just on the other side of the wall. We could hear her talking to them. She must’ve thought we were deaf. What I wanna know is what happened to Hacienda she even called the manager on us adding insult to injury.

I did call the district manager named Alex after a week of contemplation and he apologized and sent me a gift certificate. That’s standard practice and I allowed him to give me the gift certificate. But it still doesn’t change what needs to be done. Employees have to be stoic. They cannot show any emotion whatsoever when a customers actions change in the way they don’t like it or even know the reason why. We didn’t come in there to have trouble. Complacent employees on the job can ruin and/or ruins a good dining experience.

After all that mayhem, our server Christi was sweet kind and very hospitable. She deserves a raise or bonus.

Thank you Alex and Christi for your kind and...

Not the best experience on this, one of our many regular visits to this location, which compels me to write my review in the hope that customer service from our particular server will improve. I understand that the service industry has its challenges these days but the service on this occasion was disappointing and frustrating.

My wife and I visited this location on the evening of 7/18/22 around 7PM. We were seated immediately in the covered outdoor patio and given menus. It took fully 10 minutes for our server to come to our table despite two other servers in this location telling us that "your server will be right with you". The other servers were in and out of the patio several times attending to other patrons before our young server came to our table with chips & salsa and asked what we'd like to drink:

She didn't know the price of a regular draft beer or the market price of chicken wings and made no attempt to find out before ordering. These were ordered anyway along with 2 waters which were not forthcoming until much later.

We ordered the white cheese & bean dip along with our drinks and when it arrived it had a skin on top. Clearly it had sat for a while and had cooled. Our basket of chips was soon depleted so we had nothing to dip into the bean dip. Fully 5 minutes later, and with our server "MIA", I had to ask one of the other servers for more chips (thanks Dan, you are very efficient!).

Our server showed no initiative and showed more enthusiasm while chewing her gum. Perhaps this is the norm for the next generation?

She had no personailty and appeared disinterested.

Towards the end of our visit our server did come to our table on a couple of occasions and her attitude seemed to have improved. I suspect that someone had had a chat with her.

The wings, poppers and bean dip (despite being almost cold) were very good!

As an aside the "Monday domestic beer special' had no domestic "regular" beer only "Lite, Lite, Lite and Ultra"!

Thanks for taking the time to...