Uncle Julio's — Restaurant in Virginia

Update: Uncle Julio’s quickly responded to a similar complaint that I posted on Yelp. I appreciate how fast and sincere they were in their apology and in attempting to prevent this type of situation going forward. So I’m changing my rating back to five stars and look forward to going back to Uncle Julio’s.

Epically horrendous service & management - avoid this place.

I placed a curbside pickup order & the confirmation email indicated it would be ready by 5:51 (this happened tonight). I arrived at 5:56 & texted the number on the sign to let them know I arrived, providing my name and curbside spot #. After ten min, no one had come out to my car or responded to my text. I went inside, told the young hostess that no one had brought my order or updated me by text and she said, “ok” (not “I’m sorry”?!). She asked for my name, looked at the one order on the rack, looked at her tablet, and said she couldn’t find an order for me. She indicated that I must have ordered from a different restaurant and was in the wrong place!! I told her to check again and she refused. I went back to my car to retrieve my phone, came back in to show her the order confirmation (which was indeed from the Reston Uncle Julio’s). She didn’t say anything and walked to the back. She came back several minutes later with several bags of orders and placed them on the shelf, not saying anything to me. I asked her if one was my order and she said, “no”…I asked her where my order was and she said, “it will be up soon”. I waited another five minutes and then finally asked her if she could bring it to my car (using the curbside service that I had asked for in my order) and she agreed.

After another ten minutes waiting in my car, the traffic guard told me my car had been in the curbside spot too long and I had to move it. I explained the issue to him and he was nice about; he said, “oh curbside pickup is always a mess at Uncle Julio’s, this happens all the time.” The same hostess brought an order out to another car. I asked if mine was almost ready and she said, “hopefully it will be soon.” After ANOTHER ten minutes I called the restaurant and asked to speak with the manager; I was placed on hold for 13 minutes and the manager never picked up. A different female employee finally brought out my order - 43 minutes after I had sent the first text that I arrived. This employee did at least say “sorry you had to wait”, albeit half-heartedly. By the way - my order was small and simple (one order of tacos with no modifications).

I decided to try to call the manager again on my way home to provide feedback about this cluster. I was again placed on hold, waited on hold for ten minutes for the manager to answer, and they never picked up. All I wanted from the manager was a sincere apology, with hope that the manager might also coach the apathetic hostess. My preference was to provide that feedback directly to give the manager a chance to remedy the situation one-on-one. But, no manager ever answered, so I’ll resort to providing my feedback here instead.

I understand that there are service staffing challenges at many restaurants now. I could have handled waiting a bit. It was the annoyance of the hostess at having to try to find my my order, and her total apathy about the restaurant’s series of service failures, and her lack of a single, “I’m sorry”….and the manager’s lack of intervention in my issue and failure to even answer my calls…that will cause me to never again order from or visit Uncle Julio’s at Reston Town Center again. You would be wise to do the same, based on the pattern of issues articulated by the traffic guard.

Come on Uncle Julio’s...

My wife and I had reservations for 745 on a Saturday. When we arrived, there were a few other groups waiting, and two hostesses that didn't seem to have any idea what they were doing. There was no acknowledgement from either of them when we tried to check in. A third host came up, but she just joined in whatever conversation that the other two were having. A man came to the host stand and grabbed up the tablet. He had "bartender" vision, which is where the person just keeps their head down and pretends like nothing is going on around them. I'd later find out that this was a manager. I know how busy Saturdays can be, but this was a disorganized mess.

We get sat, and the server was quick to greet us and take our initial order. I'll say that he was the ONLY good part about the experience. The guy seemed weeded, but he seemed to be hitting the mark with us and the rest of his tables.

We ordered a couple of margaritas, queso with beef, and we each ordered fajitas. Our fajitas arrived without tortillas. How does a restaurant where a majority of the food revolves around the tortilla run out? Maybe they were short in the kitchen, but c'mon. It took about ten minutes to finally receive some corn tortillas. They were delivered by the same guy who ignored everyone up at the host stand. My silly brain finally realized that this was one of the managers.

I explained the problems that we experienced. We were offered a re-cook, but neither of us wanted to wait another 15 minutes. A round of drinks were offered. We refused again. I mentioned that we were still going to pay for everything that we ordered, and that this was only feedback. We did end up ordering another round of drinks, but I still expected to pay.

Here's the tricky part. The entire bill was comped. I know what you're thinking; why are you complaining? It's because we weren't heard. Twenty years in this industry, and I've learned that taking care of a bill is not a cure-all. You have to actually listen to what the guest is saying.

We made sure to get charged $1 so that a proper tip could be given to the server. Why the minimum charge is a dollar, I have no clue. Whatever, though. The server was the only good thing about the experience.

I spent a decent amount of time in the restroom while my wife wrote in the tip. I'll spare the details, but I was experiencing symptoms of food poisoning. She actually shot me a text, I was in there so long. I got myself in a good enough place to drive home, where the "fun" continued.

With all of the culinary options in this area, surcharges, and general inflation; restaurants around here can't afford to operate like this. It will be a while before we attempt...

Possibly the worst bar experience I have ever had. I have never been treated so disgustingly rude in my life.

My friend and I decided to go there after the other place we chose was too crowded. What a mistake. We ordered a couple drinks, some chips and salsa and just wanted to talk and unwind after a long week.

The short Hispanic woman who was our bartender was nice at first, but after we sat there awhile, started ignoring us, even though I said I wanted to do a to go order. She threw the bill in the cup and just walked away. We had two more drinks added, and given another bill, since she cashed out out. We noticed the price seemed a bit high, so we asked the other bartender, nicely, why it was so much. He snapped at us very rudely that that was the price for those drinks. I then told him he did not have to be so rude. I was ready to go, but there was an issue with payment by my friend, so rude bartender went back to get two managers. There came out and were standing there while the bartender was explaining what happened and I was telling my friend how rude I thought this staff was and how dissapointing this experience had been. The kitchen manager butted in on my conversation since he did like what I had to say and told me "this is a family restaurant and you don't need to talk like that." Hmmm. Is this the same guy that in a further down review cussed other customers out? I was not talking to this jerk and he had no reason to insert himself into my conversation.

Other words were exchanged then I left, at this point sorry I had ever stepped in the place. Low and behold, this psycho kitchen manager had followed me outside through another door, basically stalking me and making some other comments. I went to my car in the parking garage, then this psycho kitchen manager has the audacity to stop my friend when he was on the way out, telling him not to bring me back there. Are you kidding me? First of all, salsa was the worst I have ever had and the drinks were way overpriced, not to mention you horrible customer service. As if would ever step foot back in this dump anyway. For the simple fact of me being there with a friend I get caught up in a bunch of drama I did not cause and then was told "not to come back there." Really?

Do yourself a favor. "Don't go in there" and have your Friday night ruined. After a long week, you deserve better. I...