Cha Cha's Cocina Mexicana

In response to the listed complaint below. First off I am sorry that we were not able to satisfy this customer. In any restaurant thing happen behind the scene that...

patrons are unaware of. On this particular evening we were short handed in the kitchen. Our servers were made aware of the situation and told that we could not do special requests. Although this might seem a simple request it was not possible with the backlog on our short staffed kitchen. We are aware that people have food allergies. We have 21 items on our menu that are gluten free so there are many options.Once again we normally try to accommodate special request from our customers but on this particular night we were not able to do so. I am not sure how it can be held against Cha Cha's that we could not make something that is not on our menu.
Sincererly,
[redacted]
Cha Cha's Cocina Mexicana
[redacted]
[redacted]

Review: Owner/manager and cook refused to change a flour tortilla to a corn tortilla for a quesadilla. Due to a gluten allergy I cannot eat flour tortillas. We were told the request was refused and I was told to deal with it. Finally the waiter was able to get the change and the plate came with cheese burnt to it with a corn tortilla stuck on top. I requested a plate of nachos instead and they came burnt. We left and will not be going back. Other patrons at the adjoining table were upset with the treatment and complained to the owner. We have been patrons of this establishment for more than five years and I have never been so humiliated while dining out. I would hope that people with allergies would not need to experience such offensive behavior. They need to understand they are marginalizing quite a large group of society.Desired Settlement: That the owner would change their practices so no one else will feel offended and humiliated in front of a group of friends while dining. It was a horrible experience.

Business

Response:

In response to the listed complaint below. First off I am sorry that we were not able to satisfy this customer. In any restaurant thing happen behind the scene that patrons are unaware of. On this particular evening we were short handed in the kitchen. Our servers were made aware of the situation and told that we could not do special requests. Although this might seem a simple request it was not possible with the backlog on our short staffed kitchen. We are aware that people have food allergies. We have 21 items on our menu that are gluten free so there are many options.Once again we normally try to accommodate special request from our customers but on this particular night we were not able to do so. I am not sure how it can be held against Cha Cha's that we could not make something that is not on our menu.