Lina's Restaurant central — Restaurant in Wichita

After being a loyal customer at Lina's Mexican Restaurant since 2017, today's experience has unfortunately soured a 7-year relationship. As someone who has consistently ordered the same items - either Carne Asada fries or a combination of Carne Asada fries and super nachos with Carne Asada - I was deeply disappointed by both the order mix-up and subsequent customer service.

The issue began when my regular order of super nachos with Carne Asada was incorrectly prepared with Carnitas instead. While mix-ups can happen, it was the handling of the situation that was truly disappointing. When I called to report the error, the employee at the window was dismissive and showed no interest in making things right. Instead of offering an apology or solution, she simply stated that she "heard Carnitas" - despite never having repeated the order back for confirmation.

What makes this particularly frustrating is that as a Spanish speaker and long-time regular customer, there was no language barrier or confusion on my part. The employee's defensive attitude and unwillingness to take responsibility for the error was a stark contrast to the typically excellent service I've experienced here since 2017.

Pros: Previously consistent quality over 7 years Historical track record of fixing mistakes with a smile Usually reliable food preparation

Cons: Recent poor customer service No attempt to make things right Dismissive attitude toward loyal customer Wasted food and money No order verification system

While one incident shouldn't erase years of good service, the complete lack of customer care shown today suggests a troubling change in management or training standards. It's particularly disappointing to see this decline in a restaurant I've loyally supported for so long. As someone who has consistently spent money here for seven years, the handling of this situation has made me reluctant to return. Visit Date: 12/13/2024

Note: The previous staff members were always professional and courteous. This seems to be an issue with newer hires and their training in customer service...

I went to Lina's Monday, 10/26 to go through the drive-thru for dinner. The young lady working the drive-thru was very short with me, the wait was very long, and when she came back to the window she was eating....... yes, that is right, eating while serving me food. The limes we ordered were old and had a white film all over them which we did not discover until we got home.

For years I've eaten here regularly, but the last 3 times I've gone the service has been poor, the orders have been wrong, and when I called to talk with the manager she basically took an "oh well" approach and did not offer any kind of meal for messing up our order previous to this. I can see why the employees have taken an "I don't care attitude" if this is the attitude of the manager. Take a look at all the 1 star reviews of the past few months they have received. I guess I'll be looking for a new fast food Mexican spot.

*In response to the response from the owner at Lina's: The busiest time of the day (dinner) for customers and you don't have a manager on staff but when I called the person I talked to claimed to be a manager.... So to be clear, you have a bunch of kids working the drive-thru that come to the drive-thru window eating food, and if someone calls in with an issues they CLAIM to be a manager, when in fact there is no manager around? I think we found the...

This is the 2nd or 3rd time I’ve been through the drive thru and requested meat & cheese only on my burrito with the sour cream on the side that normally comes on it. (For one of my kids) For some reason the girl who takes my order argues with me about it every time & says I don’t need the sour cream bc I just ordered meat and cheese on the burrito. When I ask (to clarify) if the burrito normally comes with the sour cream, she says yes. When I then try to explain again that I want it on the side she just argues and gets an attitude. I don’t think I should have to pay for an extra side of sour cream if it normally comes with the burrito but I would be willing to if she said that’s how it needed to be done, but I don’t think that’s the issue. She just argues that I don’t need sour cream on the side bc I ordered the burrito without it on there…. I order that way bc it doesn’t reheat well with sour cream on it and it’s supposed to be included anyway. I understand it’s a special request so I try to be patient, but it’s not that unusual. The attitude is really frustrating and makes me want to not eat there when I’ve been going there forever. It’s not great for business and the girl that used to work there was...