Puerta Grande Mexican Bar & Grill — Restaurant in Winchester

We had been going to this place for several years and always had really good service and food. But unfortunately, our last three experiences over the last several months, have been disappointing. We were always a party of three, we waited a concerning amount of time to be waited on, and then when we were one member of our party got their food, and one member got their sides, a good 20 to 30 minutes each time before the rest of the food came out! Very disappointing for us, but poor service on both the part of the waiter and the cooks. The one time one member ordered a dish that had one piece of meat in the actual burrito! As much as we have enjoyed this place in the past, we will not be back again. I know times have been hard with finding help, but having been in the food service business myself, there should be better attention to timing of how the food is delivered to you. No fun, having cold sides and one person in your group having cold food trying to wait for the other two to get theirs. And to note, each of these times we were there, it was not...

Likely won't be returning to this restaurant. Service was really bad. Group of six, our drinks sat empty most of the time, they never replenished the chips or salsa, got two of the six orders completely wrong and then argued with us about it, all while two other tables were seated and ordered after us, but served before we received our food. When they got the two orders wrong, we kept them just so we wouldn't have to go through the hassle of getting it fixed. And in the end, they did nothing to make up for it at the register. These were more expensive meals, by the way, so not only did they get it wrong, we ended up paying more for it. Had I seen the bill myself, I would have gotten management involved, but I wasn't aware of it until later. 2 stars instead of 1 because 1) the food itself was ok and 2) the waiter was obviously having a bad day. Chances are he has good ones, but this wasn't...

My family brought me here for my birthday. The waiter promised to do the birthday song but never did. They didn't even apologize to us for waiting on them. Another time I called in a to-go order and came and waited for 45 min..they forgot about my order and didn't make any effort to fix it. This place is always messing up and doesn't give good customer service anymore. Typically, If you don't get a customers order right or you do something wrong, you should compensate that customer or atleast apologize. Not satisfied lately. I will spend my money in Lexington from now on. Also, when I went to pick a song on the juke box, the manager stood over me and questioned what song I was going to play? He stated "there's kids in here and the parents get mad at the cursing songs." Stereotypical and racist comment. If you don't want certain music played in the establishment, take it off...