Gutierrez Family Restaurant — Restaurant in Wichita Falls

POOR customer service! Let me start by saying that I usually do not have the time nor the energy to write a bad review. If I have a bad experience with a place, I just don't go back. My experience at this ace was so awful that I could not let this go unaddressed. Whoever the person is answering the calls and taking orders, needs to find another role because she will cause this family business to suffer. I ordered a plate and drove back home thinking I will have all that I've paid for, and sure enough, I was missing a side item that I've been craving, refried beans. I was bothered by it, but could not make a trip back to the restaurant since I was already home and needed to get back to work. Therefore, I called the restaurant to let them know that I was missing my side item and the lady who answered the phone, without empathy, stated, "Oh, our cook was in a rush and forgot." So I asked if I would be compensated and was informed by the lady taking orders that they will just give me the beans when I come back. I was surprised at her response considering the drive time to the restaurant, gas, waiting in the long line to pick up my food, and getting back home to see that I didn't have all that I've paid for, I felt that a side of beans was not compensation and I communicated it to the lady on the other end. She said that they they will not redo my plate since everything else was fine. The nerve of this lady to think that I would drive all the way back there just for a side of beans! After hanging up, I began eating my food and noticed that it did not taste like it usually does. The quality was poor! The chicken breast was extremely dry, the rice was over cooked and mushy, and the extra tortillas had a gummy/wet texture. I no longer wanted my food, neither did my husband (who was a fan of Gutierrez Family Restaurant). Instead of leaving a poor rating, I've decided that I just will not go back. A little over a week passed and I decided that I will give this family-owned business another try (against my better judgement) and when I ordered and explained to the lady who was taking my order, about not getting everything that I've paid for the last time (to ensure extra attention is given and ensuring my order is made accordingly), she says matter-of-factly, "Oh yes, I remember you..." and goes on to say that since I didn't think that a side of beans was not compensation, they removed my ticket for me to get a side of beans. Ok...so, I thought her comment was odd and unwarranted. I explained to her that my food, that day, was not the same quality of food that I'm used to getting at Gutierrez and I was not satisfied with it. This lady gets an attitude and says that it's the same cook today and that my complaint is not valid because I didn't mention it when I called initially about missing my beans. She sat there and went back and forth with me eluding to the fact that I'm only complaining because I don't want beans which she thought was a good form of compensation. She thought it was a good idea to question my integrity than to make sure that I am satisfied with my food and service. I was disgusted by her lack of customer service and refusal to ensure customer satisfaction after I have paid for something that I did not receive! I informed her that I have ordered from them plenty of times before, Soni have no reason to complain and be spending all my time on this call unless my food was truly unsatisfactory. The lady continues to show her lack of empathy and rudeness by asking me if I want the beans or not because they were not giving me another plate. As a result of her unprofessionalism, I told her that they can cancel my order and I will be sure not to recommend them to anyone on Base. She rudely adds, "It's fine because we have plenty of customers." Terrible. Way to serve the military and their families, Gutierrez Family Restaurant!...

As a delivery driver, there is always an issue. YES every single time!! With every 3rd party vendor!! JUST AVOID!! It doesn't matter if it's Door Dash, Uber, or Grub hub!!!. ALWAYS AN ISSUE WITH THE PAY CARDS!! The latest issue ..Yesterday, I was driver #5....why did it even take 5 drivers to drive across town and pick up ONE order with a $20 item total! going .08 miles!?? Fix the problem!! You told me that 4 drivers ahead of me had their cards declined!! Did you think my card had magical powers and would work?? All it took WAS one call from YOU to UBER to fix that issue... BUT No you didn't fix it!! You just kept getting NEW drivers.. just to see which driver would call UBER for you... 😂 .I had an upset customer texting me before I even arrived!! She got rude with me CUZ you didn't do your job to make HER happy!! Ever hear of customer service?? That does seem to be lacking there!?

Update. After you leave a review .....they will PM you on your PERSONAL SOCIAL MEDIA ACCOUNT to tell you how WRONG you are by leaving A review....And to FIX your rating...No WAY!!! That is what reviews are for!!! So other folks can see how you operate!! You are not going to blame this driver for your mistake!! I am NOT new at this delivery stuff!! I have completed more than 10k deliveries on those 3rd party apps that you said you NEVER agreed to be on!! So, telling me it was my FAULT because my 3rd party card didn't work was not cool!! You could have fixed this issue WAY before I arrived.. IF your prices are wrong, it is YOUR JOB to call the companies and let them know not MINE! IT is not my job to KNOW your prices or menu! I have NEVER eaten there!!! Way too many FLIES for my comfort!! My advice is to get a tablet like the rest of the restaurants in town and pay your fees to the delivery services ... stop trying to get around having a tablet Now, if you don't want 3rd party delivery service drivers at your place... then DON'T fill orders!! It's REALLY that simple.. Don't take it out in ALL these drivers...

ALSO, I have a MAJOR ISSUE with you telling me, "Dont return and pick up orders. " .....was that a threat to MY income??? That is a very bad business!! Why would a driver want to go there anyway??? ..we, don't get paid!!! At least 5 drivers showed up and didn't get paid.. wasted our time.. I hope you are really proud of your business now..

Update 3 months later, still same issues with drivers......

Update July 2023....nothing has changed.. They have not updated prices with 3rd party delivery services... still a WASTE OF TIME FOR DRIVERS flies are still bad!!!

Update November 2023....nothing has changed still flies and declined driver cards.... They have not called 3rd party vendors and updates the prices...Also, the harresment for leaving an honest review is crazy. REVIEWS ARE MENT TO BE LEFT IF SERVICE SUCK!!!

I think health department needs to know about the flies...how can customers eat??? I was swatting waiting...

Been coming here since probably 2014. Never again. Two stars because the food is still great though. Everything seemed normal as order was taken. The wait was insane, usually no more than 15-20 minutes tops. Today was closer to an hour. The table next to us had an issue with their order but didn’t address it till they had been eating and having heard the server tell them that they should have addressed it sooner and they could have tried to do something about it—so when mine wasn’t quite as expected when ordered I told her and apparently that was a problem too. I simply wanted to make sure if we were being charged for additional toppings they were there, don’t charge me then not put what’s being charged for….seems logical… when I did this there was a lot of attitude towards me and the situation. When we checked out there were even more additional charges and their ticket doesn’t say what each .50¢ + charge was but a ton of charges of .50¢ to $1.50 adds up…especially when some are things that it seems like the menu says it includes…. Honestly hate that today was such a bad experience because the food is good. Hard to want to go back somewhere that leaves such a salty taste in your mouth though.

Edited to address the business’ ever so professional reply. Post my child without my consent and there will be legal ramifications. I do not consent to the posting of her image/video/likeness. I also did not “make my own plate” I ordered an item off the menu and added pico and then questioned if pico or tomatoes were left off because I counted 20 tomatoes on my burrito…. The issue I have with being charged for both pico and tomatoes is that it stated on the menu it came with tomatoes and I was then charged for them. Don’t say it comes with things on the menu if you’re going to charge individually for each topping…some might consider that to be deceptive business practices. I still stand by what I said previously and if you can’t tell by their review, food is good service is not and they’ll...