Ma'Luz Mexican Grill (Mi Pueblo) — Restaurant in Winston-Salem

Tonight I ordered a shrimp burrito and added steak to it and told the waiter no onions as I have a food allergy to onions. The order comes out and the first thing I see is an onion in the split of my burrito. Our waiter was busy for several minutes and another server saw us looking around and came to see what we needed. We told him the issue he sent the GM Angel to our booth. Angel came we explained he took the reorder and left the plate. We didn't touch it as it has onions and I am allergic. He comes back with the new burrito and never takes the old one. Our server comes checking on table clearing away playes and we talk about the burrito and he says it was his fault but he did not know the rice had onions in it. When it was time to pay the bill the we review the receipt and see 2 burrito charges we tell our server the bill is incorrect and he takes it away. GM Angel comes back and says "what is the problem with this bill" I said the one that has onions in it was never taken off there are 2 charges. GM Angel says with an attitude "its your fault you did not read the menu" I was shocked and so was my wife that this man said this to us loudly in the restaurant in front of other customers while standing over our child in the high chair. We told him the order was made and specified and verified by the server that nothing was to have onions in it so we will not pay for something we did not eat and the server knows we did not eat because it came wrong. He begrudgingly took it away with an attitude and said "fine" That was completely unprofessional, disrespectful, condescending, and down right rude. We will never and I repeat we will never eat at the MI Pueblo on Stratford Rd in Winston Salem NC EVER AGAIN! Thank you GM Angel for taking your restaurant off our list of restaurants we will be patrons at! We have never had these issues when we eat at the Reynolda Rd location. They have always treated us with respect and dignity. Maybe manager Angel should spend some time with them and learn what real customer service is! Without customers there's no restaurant to work at maybe he should be reminded...

Attached is a picture of the menu we took as you can see it does not say that the rice has onions in it as manager Angel...

The worst service I've ever had, as well as worst customer service ever. We waited for a while before anyone took our drink order, then had a 2nd waiter come get drink order right after, and told me no one took my drink order, as if I was lying about the first guy. Our server seemed to hate his job which was the 2nd of many negative things to happen during the visit. After dinner is brought to the table the waiter brings out an extra plate for us to use for our toddler, that dish looked like it was taken off the dirty dish line and he sat it right beside our food. The manager just happened to walk by right after I saw the nasty plate and acted like it was his first day on the job, acting dumbfounded with not much to say. After walking off with the dirty plate I am thinking he will return with a clean plate, apologetic, and eager to make things right like any good manager would, but nope. Manager never returned and neither did server until it was time to give us our bill, clear our plates and get our money. Meanwhile, the people sitting next to us had same issue with no one getting their drink order until 10 mins after seated. The lady raised her voice and eventually the manager comes apologizing and offering free stuff to the people next to us. Now I'm not the type to expect a free meal if something happens at a restaurant, because I have worked in the business myself and I know things are gonna happen. But, to have so much go wrong and not have the manager act concerned or to even get another plate that's CLEAN was a huge SLAP IN THE FACE! After paying and before leaving I decide to go ask for someone higher up in management, but unfortunately that was just another disappointment because he acted as if he didn't know what to say either other than ask me if I wanted a gift card as I'm about to walk out the door, which I declined saying NO thanks I won't be returning. Hopefully they will learn what customer service is soon before they continue losing regular customers such...

Update: Thank you to Jana for making this situation right for me!!!

They got my to go order wrong and the manager had nerve to get an attitude with me when I called to ask about it once I got home. Instead of apologizing for the mishap, I was asked 1. If I was sure the missing item was missing… It was (It doesn’t take a doctorate degree, which I have, to know what a side of queso looks like). 2. If I checked the bag before leaving… I looked in the bag to make sure everything was generally there, but if I need to thoroughly inspect 4 meals then why am I tipping on a to-go order? 3. If I’d ordered there before because I’d know the queso for the ACP was supposed to be on the side… I have, but have never ordered this particular dish to-go. They don’t have to worry about me ever eating there, inside or to-go, again though.

The ACP is essentially inedible without the queso that they didn’t include so I asked for a refund over the phone and he told me he could only refund me a couple dollars for the missing queso, which is bogus since its absence leaves me unable to eat the entire meal (dry, minimally seasoned chicken and rice). So I drive 15 minutes back to the restaurant and am rudely greeted by the manager who AGAIN asks me if I’m sure the queso was missing… as if I wanted to drive back up there if it wasn’t with gas $4+/gal. They remake the ACP with the queso on top (as I requested this time to prevent any mishaps) and the manager says in the most condescending tone, “This is what ACP looks like” before walking off.

Not once during this whole ordeal did anyone verbalize an apology or even demonstrate understanding for my inconvenience, but instead treated me as if I was nuisance. My family and I I are wholly off put by what was once our go-to...