Las Brasas Grill — Restaurant in Town of Aurora

Short version- our waiter gave himself an extra $44 in tip . (Clearly a mistake) but management handled it poorly.

Long version- I came here once a month for the last three years. Loved the food. Our last visit was subpar. The waiter dropped off food and never checked on us and took ten minutes to get our order after drinks. They weren’t busy. Honestly I chalked this up to him being new and possibly shy- so whatever. The total came to $31.90. I left a $4.10 tip for a total of $36.00. Not a great tip- but not great service, it was still 16 percent. I check my charges days later and see a charge for $80, NOT $36. The young man gave himself a $44.00 tip. I assume human error so I called the restaurant. When I called I spoke with another young man - he’s always there and he got the details and then asked the manager what to do. The young man came back on the phone and told me I have to drive the 30 minutes back to the restaurant (an hour wasted) and bring my bank statement and receipt if possible to get my refund. I didn’t have the customer copy but this all could have easily been verified by their sale system, credit card terminal or calling the terminal company to get the transactions from the day and records. I don’t even think they spoke to the waiter, whom I was told to give a physical and racial description of over the phone. Now I’ve worked in customer service for decades. The process should have been taking my name, phone number and last four digits of my credit card, noting the time I was there and our order- pulling the receipts from that day and calling the terminal company for the totals to pinpoint and verify charges and the issue. Then they should have called me back and refunded the amount that was taken (mischarged) over the phone on the terminal with my credit card by a refund or they could have mailed me a check. You don’t inconvenience a customer after you already messed up on that scale. This all could have easily been verified by the nightly accounting with terminal print out (batch out) and the original merchant copy where I hand wrote the tip in and the error would have clearly been spotted for a refund. Nope, I was told to drive an hour total and prove this. When I got there I asked them to pull the receipt, I brought in the card I used to verify the purchases. - I was told by the young women, a manager, they didn’t have the receipts in the building. How odd. Again - worked in customer service- you make copies and leave it the office or go back in electronic sales on the pos machine. They asked what the total was and I said either $36 or $37 (I wasn’t sure at the time). The manager walked away to the register where i followed and she began to quietly speak Spanish clearly about the situation to the male who answered the phone. I offered that I could tell them exactly what we had since they weren’t able to pull the receipt. She plugged it in and it still wasn’t the right total. I did recalling was $31.90. I just wasn’t sure of the tip at the time. Either 4.10 or 5.10. The manager assumed/declares that they would go with a total with tip of $37 and decided to give me $43 back in cash out of her pocket and the others waiters. She didn’t even look at me pushed her arm back towards me to take and then said “oh I’m sorry for your trouble”, clearly annoyed from my inconvenience! I now realize the total was $36 and figure that the waiter hit the four twice, $44.10 instead of just $4.10 as a tip. Silly mistake- huge hassle that cost them a loyal customer. So on top of spending an hour of my life, an hour of gas, and being made to feel that the theft of tip was their inconvenience, I also was not even given the entire sum of money and am owed by a $1 by this establishment because they couldn’t bother to pull a receipt with a days notice. I wont be back not because of the waiters mistake but because this company clearly doesn’t care about making things right with customers nor accuracy in their accounting. Speaks a lot about the business and...

I don't usually write reviews, but this place left me with such a sour taste that it will be our first time and last time going there.

Went to Las Brasas Grill with my father and brother on May 3. Upon entry, we sit and receive the menus. Our waitress (no name tags to identify, had an orange shirt) serves chips, no salsa to us upon sitting. We thought it was normal, maybe we'd have to order it separately or wait for her to bring it later. So we start munching the chips, our salsa cups stacked and empty. Well, another group comes in a few minutes later and lo and behold the same waitress comes in and hands them chips and salsa. Dumbfounded and even embarrassed, we call her and ask her if she can bring us some, says okay, she bumps into my brother's straw in his cup, spills water on his phone and floor, and the rude waitress doesn't even spare it a look or even apologize! And just goes to the kitchen as if we had stepped on her toes! Minutes later, no salsa. We then ask another waitress (younger) for some salsa and she brings us some after a while. I mean this isn't bad, I would understand and just ignore it if it were in a busy dining room, but the place was completely empty aside from two tables, one of which had only one guy on it and another had a group of 4. There was barely anyone there!

Even then, to make matters worse, I ordered the #18 dinner combo which comes with a beef chimichanga and chicken enchilada. Seems fine. Food comes in, got a beef chimichanga and pork enchilada. And I can't eat pork. I wanted to say something but the place started to get a bit crowded and the waitresses seemed busy and disappearing directly in and out of the kitchen, so I just ate the chimichanga and left the plate as is. Father tried to call the waitress, they seemed to ignore him while passing by so I told him not to bother because this was ridiculous. Not even did she come back to ask if we need new drinks (we did) nor did she come back to check on the table. The last thing I need is them spitting in the food if I dare even ask for anything with their horrible service. Horrible service and dining experience. So disgusted that I gave my dad the card and left. A mockery of a restaurant where guests are treated like a burden even when they have been left short to such an extent that you feel embarrassed to even ask for anything given the glare you receive in return. Never again will I touch a single step in this...

I’ve been enjoying excellent meals since they opened. In fact, I would say that I dine or take out at least once a month. Of course, the food is the primary reason why someone would frequent a restaurant, but the consistency of the quality is the key. Needless to say, I can’t remember a single sub-par experience. I’ve tried many dishes here and they have all excelled my expectations. There are two specific entries that really separate Las Brasas from any other Mexican restaurant I’ve ever been to. The El Fogon burrito infuses spices and sauces reminiscent of the California style. It was one of my early go-tos and still is. Then came the Chimi-Mole; the shining star of the menu. The mole sauce is by far the best I’ve ever tasted. It’s not too smoky and really compliments the other ingredients instead of overpowering them.

It’s an unassuming place. It doesn’t go crazy on decorations. If you’re looking for a large, flashy bar, look elsewhere. But if consistently delicious Mexican food served by some of the finest and friendliest staff is what you are after, I can’t recommend this...