Casa Mexicana

The owner was rude and told me to just get out of his store. Customer service was terrible. On Sunday June 8 around 6 pm my family and I were at this restaurant. I waited over 15 minutes for someone to come wait on us and when I went to the counter to get the waiter they were sitting around playing and touching on each other. The waiter finally came over and I placed our order. It took forever for the food to arrive and when it did 2 of my orders were wrong. I ordered my daughter soft tacos and they brought out hard tacos. I ordered my other daughter a kids meal quesadilla with rice. The quesadilla with the kids meal was hard and did not look like a quesadilla and my daughter didn't want it. I asked the waiter if I could just replace that with a chicken finger and fries kids meal instead and get soft tacos for my other daughter since that wasn't what I ordered. He told me I would have to pay for both kids meal since it looked fine to him and I told him I wanted to see the manager. He told me there policy was that you have to pay for whatever you order and it can't be replaced. I told him I wanted to see their policy. He stated the manager wasn't in and told me "I should know what my kids like to eat before I order their food". I told him I know what my kids want to eat but we were not expecting the food to look the way it did. The person that was in charge told me he was only going to take the tacos off my ticket and I wold have to pay for everything else. I told him I wasn't paying for the kids meal either because it was hard and my baby didn't want it. After arguing back and forth for over 15 minutes I then told him my food was cold and he told me that wasn't his problem. Several waiters during that time went to the table to pick up my food because they thought we were done but I didn't even get a chance to touch my food. I told him I wanted to speak to a manager because I wasn't paying for anything. He told me I was paying for and it was nothing they were going to do. He advised me it would be 15 minutes or more before the manger got there and I advised him I would wait. While standing there they called the manager talking in Spanish. They manager came in about 10 minutes later with an attitude and told me I was just trying to get out of paying for food. I told him I came here to eat me and my family because we were hungry and paying for the food wasn't a problem. He was hollering and telling me the same thing the other guy said that he would only take the tacos off. I told him I wasn't paying for anything because we didn't get to eat, the food was cold and the customer service was terrible. He demanded that I pay. I told him we could call the police up there because I wasn't. He was talking so rude to me and scaring my two year old daughter until my baby urinated on herself. After that, the manger told me "lady just get out my store and don't ever come back". My daughters and I left. The ticket totaled $20.75. Desired SettlementI am requesting better customer service from this organization and I am requesting the owner handles the manager of this location appropriately. Business Response After reviewing this letter and the complaint, I can only say that I am appalled by the actions and the conducts of my employees. Their actions do no represent my attitude and or my way of conducting a business in a way, shape, or form. This business is family friendly and should conduct as such. There are no words that can express my embarrassment. Looking into the matter, I can only add and hope that in the future my employees conduct themselves in a more responsible manner. I don't know exactly who was involved but as far as the main problem is concerned, in the management, I have acted accordingly and I can assure you that the manager at this particular store is no longer there. Hope that my sincere and most respectful apology can bring an easement or at least a piece of mind that my employees wrong doing do not represent me or the business we operate. With all this being said, I hope this customer will come back and see the changes that have been made to better serve our customers.