Pelines Tequila and Mezcal — Restaurant in Troutdale

We are frequent customers and appreciate the quality of the food here. With that being said, we are completely devastated by the customer service, it is quite literally some of the worst we have ever experienced. I am unfortunately unable to digest meat so have to get nutrients from other food choices, while my husband has no issues digesting meat. We were clear about please ensuring there to be no meat with my order, even though the plate does not come with meat to begin with. This was delivered to our home through a delivery service, as we had the flu so could not go out into public. We of course received the order piled high with some kind of shredded meat and no pico de gallo (which was part of the order). Of course this was disappointing, but people make mistakes all the time, so we were patient here. We double checked our written order which was placed the way we had intended then called the restaurant to see how they like to correct these situations. The initial response was (paraphrasing), "Oh, I thought she said with meat so I made it that way." (Note, there was nothing in this sentence regarding an apology or attempt to fix this). So I asked her how she likes to handle these situations to make them right. She said she could give us a partial credit to our account for next time. I asked her for the full credit of the price of the items that were incorrect, or an extra bag of chips or something, to make up for the mistake and make it right. She told me NO, that she could not do that, that the partial credit was the only option. I told her that I could not do that and reminded her that chips come free with every order anyway. She asked if I would like to speak with the manager. I said sure, but she then said the manager was not there. I said, "OK, how are you going to put us in touch?" She said the manager would call. I asked if it could be soon, as we are hungry. She said yes and hung up. The manager never called. I called again two more times in the next hour, as the first time, the same person told me the manager was still going to call, which still never happened. During the last call, she told me I would have to come in if I wanted to place another order for the same food. I drove over there despite being sick. She again tried to give me a partial refund in person without taking my food order. I told her I still could not accept that. I waited for 30 more minutes in the restaurant and asked another gentleman for help when he was finished helping his current customer. The current customer told me that gentleman was not on the clock, even though he was helping her. Based on the other staff seeming to cold shoulder us rather than try to help, we inferred had not only been negative toward us but about us as well to fellow staff members. Eventually, she told me I got a refund for the entire price of the incorrect order items (minus the delivery & service charges which was a little more than $10) and a few chips without the salsa they came with. It turns out she actually faked the refund, it never posted to our account. This all occurred over the course of 2 hours and 45 minutes. The girl asked us to not come back to which I requested she please take some accountability rather than blaming the customer, as we were over-the-top patient. I feel like a huge lack of common sense and basic customer service skills occurred here and it was a very...

Restaurant all the time we used to go to this restaurant all the time, it just changed owners last week and we were there opening day. The opening was very nice and we had a nice lunch. Tonight my wife and I went in for dinner and the waiter brought our chimichangas and enchiladas completely burned! They were dark dark brown and had black burn marks on the edges. My wife still tried to eat hers and we ended up sending them both back. The waiter knew they were burned because he stood there looking at me when and crispy and dark brown

We each took a bite to give them a try anyway. The t black pieces were too much to handle so we ended up just sending them back. I offered to keep my enchilada bit the waiter said that they would just make us new ones.

The redo did come out of the kitchen pretty quickly. When they put it down though they had forgotten my enchilada. The way to apologized and was polite and he did go back to go get me another one. Our enchiladas this time we're both the right color and the right crispness. Through her chimichanga and suddenly stopped eating. She found a bug inside of her chimichanga. She put on the side of the plate and waited for the waiter to come so she could tell him about it. He apologized and was clearly frustrated. He even made a joke about wanting just to go home. Any acknowledge that we were having a very bad experience.

This is the part that ended up being a game changer. He came back and told us that the manager gave us a 25% discount. I am a very old-fashioned East Coast guy. Customer service is everything especially in the restaurant industry where food is your reputation. We were in a situation where our food orders were knowingly given to us burned. The redo was incomplete and then to find a bug inside at the minimum one of the orders should have been free.. I didn't want to be confrontational with the waiter... Even though he delivered burned food, it wasnt his fault.... When I got to the front it turned out that the manager was actually the owner. Who did come by our table to ask how things were and as I went to talk to him he went okay great and walked off. So now that I had is full and undivided attention I opened up the bill and asked him if he really felt that 25% discount for what we had gone through was appropriate. He got very defensive and immediately told me that he made our food again right away. I then said okay, what I'm just checking with as a manager of a restaurant is that you feel that delivering burned food and then having a bug inside of a prepared dish that we've already waited for warrants a 25% discount and that is what you feel is the right thing to do. You again got mad I told him I was still going to pay the bill but I just wanted to check before I never came back again. He made no further effort whatsoever to apologize or to make it right in any way shape or form. Then to make it worse when I was filling out the bill the waiter stood there making sure I saw the tip line. And like a jerk I still gave him a tip! We will...

First visit and very enjoyable.

The restaurant is very clean and bright, with high ceilings and the space broken up into several dining areas. The decor is a great mix of contemporary and traditional, with superb brick and tile work throughout.

There were quite a few guests but the acoustics kept the sound level very moderate and the seating design allowed for sufficient distance between diners, comfortable even with Covid restrictions. I would remiss not to mention that the air conditioning couldn't have been any better! It was still in the mid-90s outside when we arrived but the A/C was never too cold--just cool enough--during our visit.

The menu is fairly extensive (it includes several dishes that were new to me), including four soups and five salads, and is well laid out. In addition to the typical soda pop, coffee and iced tea options (among others), the beverage selection also includes Mexican Coke and six flavors of Jarritos. (There are also a number of margarita options, as well as piña coladas, mai tais and other adult beverages.)

The serving sizes are generous and the prices are reasonable (consistent with competitors').

I ordered the enchilada/chili relleno combo, which comes with fluffy rice, what I think may be "home-cooked" refritos, and a small Mexican-style salad--all very good ... and too much food for me to finish. The chili was served with a tomato-onion sauce (also house-made, I suspect) which tasted fresh and wonderfully tomatoey, and topped with Cotija cheese.

My companion had the enchilada & avocado tostada combo, and she was as happy with (and more than sated by) her meal as much as I was.

We were both way too full for dessert, so will have to come back to try the churros, flan and deep-fried ice cream.

Our food was not only well prepared but also pleadingly presented. The service was also excellent--enough wait staff to see to everyone's needs in a timely fashion but little enough attention that we didn't feel bothered.

In summary, we couldn't have asked for a nicer dining experience. We'll...