Los Hermanos — Restaurant in Terrell

Let’s see ! Where do I start ???????? I visited this place today and with high hopes of course ! Then I was brought back into reality by the greeting received , service and lack of attention ! When I first walked in I expected a hello sir welcome or good afternoon sir welcome to Los Hermanos how can we assist you ! Not an, what can I do for you ....... SMMH ! Just to be clear, I specifically mentioned “this is my first time here” ! NEWS FLASH, that’s like hint to be on top of your job or to be on your A-Game and make sure this customers first time is a great experience ! WRONG ! Then I was seated at a table with a booth that the seat kept sliding on and almost felt like it was going to fall apart ! I moved and the waitress asked if I was ready and I asked her if they had Apple Pay ? You can guess what the answer to that question was ! So then she goes back to the entrance part of this building and disappears for a few minutes . By the way, the design of this building on the inside is poor ! They kitchen entrance is about 12-15 feet from the entrance of the restaurant . Therefore when the customers are seated if the waiter or waitress aren’t in the area you’re sitting in, more than likely they’ll lose track of who’s in there seated . Kind of like “out of sight, out of mind” ! Then again, it’s their job to she just ok customers frequently . When she gets back it’s already past about 15 mins which is half of my 30 min break ....... She asked if I decided what I wanted ? I replied “my break is almost over so there’s no time” ! Did she ask if I wanted anymore tea or chips ? Not at all ........ WoW ! Yet she was quick to bring back the ticker for the tea I had ! On top of that I had to get another waiter to get me some more tea since she failed to do so ! I got up after a few mins and walked to the front to pay for my tea and there I find a Ms Julie who was on the phone discussing time with someone . So I’m guessing it was an employee ! I think the customers are much more important and should be # 1 PRIORITY at all times versus discussing someone’s time . Ms Julie then turns around and looks at me and says “yes” ! I expected a hello sir, how was your lunch or how was your visit ! WRONG ! So I gave her the ticket and she looks at it and rings me up . Now if I was the Manager, I would’ve looked at the ticket and noticed that customer only had a tea and I would’ve asked “no lunch today sir or why didn’t you eat today sir” ! Nope ! She just rang it up and I didn’t even get a thank you or please come back gain and gave a great day sir ........ Talk about a HUGE lack of attention and customer greeting as well as service ! I should’ve just went to Arby’s as I originally planned but I was trying to support a local business and it seems that majority of them are lacking customer service skills and they definitely need training on how to greet customers with a smile and make them feel appreciated for even walking into their establishment ....... I will NEVER walk into this location or any of their other ones ! MAJOR training is needed in this place and you may want to hire real waitresses who know how to...

Saturday, April 6th 2019, our family celebrated two birthdays here. My sister Kay and I have the same birthday exactly one year apart. We showed up with no reservation and the place was crowded. Seam M. (the Bartender) told us he would be glad to accommodate our group...and he did just that. Frankly, he outreached himself in setting a new records for providing quality customer service. His level of customer service goes WAY BEYOND what is expected. He remembered every order to a 'T'..and didn't write anything down on paper. Our food arrived exactly as it should have; correct as ordered, hot and delicious! He was very attentive to our needs and went out of his way to make sure we were taken care of. The Los Hermanos team showed up at our table before we had cake and sang Happy Birthday. My sister was NOT expecting that. 😄💕

Sean M., THANK YOU SIR, for providing a level of quality customer service that far exceeded our expectations. YOU SIR, are an assett to the restaurant and the reason we frequent here quite often.

Thank you for making our special get-together a memorable one.

Sincerely,

The Ream & Woodruff Family (Forney TX /...

Always order food here inside and togo. (8to9 years of business) Usually tasty with no problems. Came to the drive threw tonight to order food Togo at the window which I’ve done many times before.. as I do love 4 minutes from the Los Hermanos. Pulled up at “8:52 p.m” waiting 5 minutes for anyone to even walk to the window. She tells me “oh were closed” me knowing it’s “8:57” because I looked at my phone at that moment. I ask what time do you close she reply’s “ 9p.m.” I just said okay and got my tacos else were. I have Been here many times and have never felt so irritated as I was in that moment. I too have worked In a kitchen, and know the kitchen doesn’t close until the store does and your supposed to take orders up till that exact time. Very unprofessional won’t be back I enjoyed the tacos from Rio Lerma much more anyways thanks to her turning me away tonight. And had she had not waited 5minutes to come to the window my order would have been out by 9. Instead she ran the clock down. I saw the young lady mopping motion her over to the window as soon as...