Juan's Mexican Cafe and Cantina — Restaurant in Virginia

I will start this review off by saying I have been a loyal customer of Juan's for years and usually have had great experiences here, especially great experiences throughout the pandemic. But my most recent experience was too awful to ignore, and the situation has still not been made right by Juan's management.

On January 5, my husband and I had dinner with a friend at Juans. At the end of dinner, my husband and I were given our check and my friend was given their check. Over the next weekend, I see that my husband and I were charged for both our ticket AND our friend's ticket. Our friend was also charged for their ticket. So 3 charges were made for 2 bills...

My husband and I went to the Juan's Newport News location that same weekend during the afternoon to have this incorrect charge credited back to our card. When we arrived, we asked the hostess at the front to speak with a manager about the situation. Someone comes to speak with us, not a manager, and after explaining the situation to him, he goes to pull someone else. Another person comes out, not a manager, we explain the situation and he tells us that if don't have our receipt from that night that they cannot do anything to correct the situation. So we ask AGAIN to speak with a manager, and finally a manager named Reiny comes out to speak with us. We explain the situation to Reiny multiple times and ask for the incorrect charge to be removed and credited back to us. He is able to pull up our receipts from dinner and see exactly what the charges were and that our card was swiped twice, and our friend’s card was swiped as well. He also was able to pull an original copy of all the signed receipts from that night from the back, so the employee who told me they couldn't help us without our receipt clearly just wanted us to go away and didn't want to deal with the situation.

So after all this, Reiny understood the situation and says that he will credit us back for the incorrect charge. I ask for a copy or proof that he credited us, and he could not provide a copy to us. He also said that because it was the weekend, we should expect to see the money credited back on Monday or Tuesday of the next week. We understand that and leave thinking the situation has been resolved.

Well, here we are 3+ weeks later, and no money has been credited back to us. The employees and manager had no interest in correcting the situation. I truly believe that no credit was ever put back on our card to begin with, and the manager told us what we wanted to hear so we would go away. This is FRAUD and absolutely unacceptable. I understand mistakes happen, and they can be corrected, and all would be well. But Juan's still has not corrected this fraudulent mistake... and is losing a loyal customer...

Update TWO YEARS AFTER ORIGINAL REVIEW: 2024 A few months ago, we sat down for dinner in restaurant and usually we have to ask for the white sauce no extra charge, this time I asked and the waiter said we would have to pay for it. My husband was frustrated, but we still wanted the white sauce so we said that’s fine. The waiter AGAIN said it would cost us and asked if we are sure we still want it, YES GIVE IT TO US FOR PETES SAKE. Why are y’all so stingy about this white sauce? Is it too much work to make it?? Then they brought out the most watery salsa. My husband was furious and told the same waiter this is not salsa and we need a better one. The waiter said this is what we get and there’s nothing left. My husband did not back down and told the waiter we cannot use this salsa and he needs to go to the back and get another bowl because this is not acceptable. The waiter came back with normal salsa and we showed him the difference between good and bad salsa. Yesterday, we ordered for pick up. We ordered a cheese enchilada like usual, but they must have New Mexicans working there because they didn’t even put enchilada sauce on our enchiladas….! We also didn’t get the free chips and dip they usually put in pick up orders. So it seems they are becoming more incompetent with the menu and want you to pay for chips and dip. After 8 years with them, we are done.

2022 My fiancé and I have been going here for the past few years. First, the only problem was the chip girls; they never brought the white sauce when I asked for it and sometimes they would even give me attitude. Over several months, the chip girls got better. Servers are amazing and quick, we always got the right food and hot. However, I am disappointed when calling in. I called THE CORRECT RESTAURANT ON BLAND BLVD, I even still had the site up with their number on my phone that said BLAND BLVD, when my fiancé went to pick it up, they had the audacity to say I must have called the wrong one. I think they forgot the order. Like I said, the service in restaurant is amazing, food is quick and delish, but they didn’t have to lie about the order and put blame on me. I will say the best service there would be the waiters but everyone else like whoever answers the phone and front desk,...

The waiter seemed to be in a rush when we first arrived, asking if we were ready to order after maybe 2-3 minutes of sitting down. When we said we weren’t he made sure to “take his time” getting back to us for the remainder of the evening. I wouldn’t have minded it because I was with company and conversations can fill dead space. Anyway, the icing on the cake was me asking for a SOFT SERVE margarita and asking if it came in different flavors. He repeated back to me “oh the soft serve margaritas” then proceeds to list flavors. We order and clearly he didn’t understand what soft serve meant because his manager showed up to the table with two FROZEN (barely because it took so long to come back they were melting) margaritas, when I declined saying “oh no we ordered soft serve” the waiter rushes behind the manager (assuming he knew he took to long to bring our drinks) and immediately becomes combative. He says “No! You said frozen”….I’m stunned and I repeat to him that I asked for soft serve and you repeated it back to me, he again starts to become combative saying “no you ordered frozen and I gave you the flavors”…..I immediately cut him off and told him to bring the check. In no way shape or form does SOFT SERVE sound like FROZEN. I honestly can forgive service being slow, there’s numerous things that can slow down service. But the fact the waiter wanted to argue with me immediately vs accepting it was a simple mistake and correcting it. That’s beyond me! Especially in the presence of management. There’s absolutely no way that should have occurred and not a single one of them offered any solution. The fact I had to cut the waiter off before it became a mountain size argument is unacceptable. This is in no way that type of customer service that should be allowed. I’ll stick to the local Mexican style restaurants because this experience was an...