El Fresco Tex-Mex Grill — Restaurant in Virginia

I've been ordering the same food from here for about a year now for delivery. Today my wife and I actually came in to eat at the store. I ordered the fish tacos as usual added pico de gallo, cilantro and lime. My wife and I know what to expect and we were disappointed when we realized the tacos were spicy. The fish tacos are usually not spicy at all. So as any paying customer should do, I spoke with the manager. He should be named but I won't. He tried to convince me that there was jalapeños in the pico de gallo (which is not true and hasn't been for the year that we have been eating there) I asked him to make the tacos again but not spicy. He remade the order himself. He brought it to the table and had everything he claimed to be spicy on the side. So I picked at everything like a scientist trying to figure out what was spicy. Nothing!!!! The green colored chunks of vegetables in the pico were green bell peppers not jalapeños and the chipotle sauce was not spicy at all. So I asked him again are the fish tacos normally spicy he said "yes, the pico de gallo has jalapeños and the chipotle sauce is spicy." Yet I picked at everything and put it all together again and it's not spicy.

Someone in the kitchen isn't cleaning the grill, are not changing out their gloves appropriately to avoid cross contamination of food, or something. The worst part is that the manager lied about the recipe even after I picked through it all.

I used to order from here two times a week for a year. But after that we rather not waste our money or time. The least he could have done was admit to fault and stop attempting to add an ingredient to a recipe that is not there and never has been there. No customer likes to be undermined about what they appreciate from a restaurant and have received consistently.

Officially just lost a...

We order food from the centerville location like 3 times a week. Today the customer service rep, the woman would not let us order. We are loyal and order every week. We went through all of our past orders and numbers we call and were repeatedly told we do not order from there, that we are 8 miles away. I put it in my gps and surprise surprise it was still. only 4 miles away. I usually would say this place is great but this rep messed that up. I literally order food from this location 2 to 3 times a week and always get delivery. Somehow with her behind the wheel I am an extra 4 miles away and have never had an interaction with them. We even had a card on file because we ordered extra meat so much.and they asked us so they wont have to keep calling for it. So to the rep,, no hard feelings but if someone calls in and says hey I know for a fact and have checked previous orders, and phone calls, and took the extra step to do that because they like the food that much to go through the extra effort. DO NOT just dismiss them and say sorry...

I enjoy the food from this place but the attention to detail is lacking on the service. I constantly ask for my burrito with potatoes to be cooked crispy as this location has the bad habit of mushy potatoes. The crispy potatoes are part of the reason I fell in love with El Fresco in the first place. I called and voiced my concern and spoke to a manager who offered me another order of potatoes cooked properly. I agreed and picked them up. I ordered a burrito this week and the potatoes were mushy again and I clearly put it in the instructions. Im not asking for the extra mile. Cook the potatoes properly or don't serve old potatoes! I am frustrated to my core with my experience and the lack of CARE shown by the team here. There is one gentleman who does work there that does follow the instructions and makes the food properly. He appears to be manager or shift leader. Aside from that, Most Of my experiences here leave me DISAPOINTED, MUSHY POTATOES...