The Patron Mexican Restaurant and Cantina — Restaurant in Virginia

I'm so upset by this locations manager Enrique, the owner however is Manwell who I called at the Sandstans location, was wonderful and polite! Enrique was mean and rude. Refused to give me his name, refused to give me the owners name or contact information too and a receipt they never gave us to write off on our taxes too. I was nice although upset because my husband went in to actually get it remade, however we door dash and had 20 mins left on our dash, so the girl who was white with black hair in a pony tail with black glasses, asked if he wanted to wait because it would take 30 mins to make it again or a refund. My husband texted me to ask me to make sure refund was something to do given the time we had left and how long it would take to remake it, Enrique came and said not giving you a refund because it took over 30 mins for you to come back. I went in to ask why they couldn't give us a receipt but know how long ago we called in our order? He rudely said what do you want because I'm not giving you a refund. I said I'm not going to leave without a refund or food but this is costing me money because I have to door dash. He said I'm not going to argue with you and walked away. I began to cry a little and that means I'm mad. I am one to not allow a business to treat their customers like this and think they can get away with it. I called the Sandstan location hoping I would get someone helpful and polite to give me the owners information. I got someone so nice and asked me to call back in 10 mins because the boss was on the phone. I called back, the owner answered and he listened to me. He then said he already called and talked with Enrique and that I was to go in and get my refund and if I had issues to call him back. He was so nice and I cried relief. When I walked in Enrique was getting the money out and handed to me rudely if course, not saying anything or looking at me, no apology at all. I said thank you though. I hope they remove this manager Enrique so I and other customers can return to the restaurant and enjoy their amazing nachos. Little did Enrique know and the girl at the front who lied to me and the manager, we are close to losing everything right now, working door dash til a job application gets accepted. I'm disabled, and we have 4 kids, two with autism and it's been rough. A family member just gave us some money to have a good dinner tonight while dashing. I only drive while husband does everything due to my disability. Enrique really needs to treat people with kindness and respect, remember not everyone is trying to pull on over on someone either, a refund wasn't going to hurt them at all. I only gave 3 stars because of the owner not...

We chose this restaurant after our daughter's graduation as to avoid traveling far since we let out of the graduation later than usual.

We were quite perplexed when walking into the restaurant being met by an exiting customer's comment of "beware: the wait time is horrible." Although we were sat immediately upon arrival, BOY OH BOY, we didn't know what to think but we QUICKLY found out exactly what the customer was referring to!!!

The server was VERY overwhelmed - not quite sure how many tables he had but from our viewpoint and seat, it wasn't busy enough for the lengthy wait in between simple requests AT ALL!! Every time the server left, we knew we weren't going to see him for at least another 15 minutes!! NOT GOOD when we just sat through a graduation and was READY to eat! The server had help but the young lady helping to carry the food out to the tables, didn't have a hair net on her swinging ponytail and every time she brought out the tray on her shoulder, I watched as her hair swung into and over everyone's plates, including ours, as she walked to the table and sat the tray down!! YUCK!! SERVICE: 3/10 : lack of communication, attentiveness and proper hygienic practices = NO BUENO!!!

The food and drinks was NOT WORTH the LONG WAITS AND MEDIOCRE SERVICE AT ALL!!! For starters, I have NEVER had nasty appetizer chips and salsa at a Mexican restaurant. The chips and salsa = TRASH!! Both very bland with no salt and they bring this WEIRD white salsa that's sweet and just not it!! It seemed as if it was just thrown on the plate with not much effort put into ensuring it was good or had good presentation. I had one of the chicken and steak combos. The steak was ab as thin as a piece of notebook paper and the chicken breast - MEH! The fajita that my daughter got looked decent and my little brother enjoyed his tacos. That's only 2 out of the party of 6! :-( The server took so long coming back with the swirls that they were pretty much melted and syrupy by the time they arrived. There was no point in sending them back bc they would've came back the same way with the amount of time it was taking him to come back to the table. FOOD: 2/10 : bland, lacking flavor and presentation - NO THANK YOU!!

OVERALL: IF I were to add both it would be a 5/10 and that's surely TOOO GENEROUS. I am sorry but this is NOT IT. I'm giving 2 stars for the overall experience or lack thereof in this instance and visit. Couldn't pay me to return unless there is a...

I've ordered here several times before. Food is decent but customer service recently has been HORRIBLE. My last few food orders have been incorrect, both directly and through Uber Eats. I placed an order tonight through Uber Eats. To prevent another mistake, I called up there and asked the person whom answered to please check my order and ensure they can see the special requests--the gentleman assured me he had my order and read the request back to me. He was brief and quickly hung up. I called back later and a young lady answered. She also assured me the request was seen and she would double check the order before it went out.

What do you know, I received my order and it was wrong! I called to speak to the restaurant directly, as I did not want to leave a negative review and would rather notify them personally of my concern. The man who answered immediately sounded annoyed and dismissive. After telling him what happened he said "umm. okay". My response was "no further comments or help with this?" He said "We get so many orders, I don't know what happened". I explained the situation again and he said "You ordered through Uber Eats, we don't know how their platform works". How do you provide services through a platform and not know how it works? I told him I know my requests were seen because not one, but two staff members read my request back to me verbatim. I asked to speak with the manager because I was disappointed in how unconcerned and condescending he was, and he (Ricardo) said he is the manager. Wow.

As a business owner, I would think one would appreciate someone speaking to them directly about a concern first. I also would be concerned if I have a repetitive issue with getting orders in. To make a mistake is one thing. To do it after someone goes out of their way to prevent said issue is concerning. To then have zero concern and professionalism about said mistake especially towards a customer who has patronized your business for years is beyond disappointing and not worth me putting another penny into this...