La Granja El Nido — Restaurant in Texas

Food is good, the environment is nice and most of the staff are pleasant. Use to be very on point with the orders you would place. Past few times they would forget things here and there, I wouldn’t make a big deal. This last time they forgot two items and I just had it. Called them and she did apologize. As I was asking repeatedly will it be ready upon my arrival she just hung up. When I arrived she acted like I wasn’t there and when they got my items ready she just handed it to me and said “here you go” in a manner like I was a nuisance. So thanks for the professionalism, if I lived 5 minutes away or if they wouldn’t forget items perpetually from my order, I wouldn’t have been so upset. Looking for another hidden gem now so I don’t have to return here. (Update 11/16/19) So my step daughter asked me to bring her to this restaurant for breakfast, I decided to give it another chance for her. So we got seated, the waiter only had 4 tables to attend. We sat for 20 minutes without being asked what we would like to have by the waiter. Now common sense if a customer has menus on the table you know right off the bat you didn’t take his order. Finally waved him down and I asked before hand how long was the wait to which he replied 30 minutes. I asked my step daughter if she wanted to wait that long and she said might as well since we are here. In the 45 minutes that we waited after placing our order, the waiter did not stop by once to ask if we needed anything else to drink or an update on our food. I got up and spoke with the manager to find out what was going on. The manager or owner comes back and tells me well he has a lot of tables and the kitchen is backed up, plus he didn’t know we waited for 20 minutes for our order to be taken. I even pointed out to the manager that the table next to us that was a bigger party than my table, 4 people and we were 2, were sat down, orders taken and almost done with their food while we are still waiting. She actually was trying to justify the waiters lack of good service and make excuses. So I just told her that if she was going to continue to justify his poor ability to handle more than 4 tables than we are done with this conversation. Thank god my step daughter witnessed this and she even is looking for another restaurant where we can have the same food, but with better service. By the way they didn’t even deducted anything from the bill for waiting a bit over an hour for our food. I have no personal vendetta against this restaurant, over a year ago this place had superb service to its customers, ever since they made the restaurant bigger, its quality customer service has declined and food prices gone up. Good luck to this establishment, I hope you rectify what is needed before it costs your business its customer traffic flow and impacts...

Food: great Service: good, until I had to deal with a person that did not speak Spanish well (she is from El Salvador) but she doesn't even understand her own language. Here is my story: my boyfriend and I went one night to have dinner, we order some pupusas to go, and then, when we had to check out, he paid with his credit card, and I paid with my debit card the 'to-go order.' I didn't pay attention to the total because it was minimal (less than $14 and I guess some change). However, my boyfriend and I were talking the whole time about looking for directions on how to get to a place from another and blah, blah...So, the woman that took our payment (she has curly black hair (sort of like a man haircut)) and was smiling the whole time and she goes "thank you, have a good evening" (in Spanish) and we said the same thing, and walked out with our to-go order. We stayed in the car for about 10 minutes looking for some directions on our phones, then, we left.

Two weeks later, we came back (since this was our spot to go for pupusas). We get there and the owner, Yvone goes "Hey girl how are you guys doing, I heard you ran away the other day and you didn't pay the bill, my cashier (the cashier is obviously the woman with curly short hair from the other night) said that they tried to chased you but you guys ran away and my cashier and staff couldn't catch you, BUT, IT IS NOT A BIG DEAL" (this is the owner saying this). We were in shocked, this is totally wrong and certainly unethical, tacky, and unfair. My only words were: Clearly, it is a big deal "Please check your video from that day, and train your employees better. Having lairs, thieves, and unfaithful employees is a sign of a not-so-successful people running it. Accusing a customer that has been going over there for so long! I even worked there, and it is so sad to see such disgusting accusations. I mean, I actually asked her and she went over her account, and turns out that the cashier ran my debit card for $10 instead of $14, and as I left, promising to myself to never come back (I do have dignity, and they insulted me and accused me of something I never did). Funny how after they said "you ran away" Ummh...I asked her "do you think a person that runs away from not paying $4 would like to come back again to dine at your restaurant?" PLEASE. I just kept asking her, "why don't we check the videos" and they kept refusing to do so. They may have good food there, and great ambiance, but there is something missing -TRAIN YOUR EMPLOYEES WELL, so they don't have to LIE to customers. I will never put a foot there, nor my friends and family after what happened, that place lack of...

I had a disappointing experience here. I specifically requested bean pupusas without cheese over the phone. The person taking my order claims she read the order back to me and that I approved it, but either she didn’t say it, or I didn’t hear it—I honestly do not remember hearing her say that. When I arrived, I noticed I was charged for an extra bean and cheese pupusa that I didn’t order. I politely pointed this out and asked her to remove it. Instead of addressing the issue professionally, the employee argued in a rude tone, insisting she had read the order back and I approved it.

I reminded her that I had clearly stated multiple times that the bean pupusas should have no cheese. Eventually, she removed the extra item, but her passive-aggressive attitude continued even after I tried to diffuse the situation by saying, “we must not have heard each other.” But she continued blaming me. What does she gain from arguing with a customer?

On top of that, the place was mostly empty. The bean empanada I ordered the beans were very dry, just like my bean pupusas. My family did enjoy the revuelta pupusas, but at $4 each, I don’t think the quality or service justifies the price. After reading other reviews, it seems like poor customer service is a recurring issue, which is sad because they can have so many customers if they just treat their customers better. I’d rather go to El Amanecer by west little York or La...