My family and I were at dinner at the FW location tonight with some of the worst service I have ever experienced in my lifetime. I was recommended your restaurant from friends and was looking forward to the meal. We were seated promptly howevere after ordering appetizers and our meals 10 min later we waited over 60 min for our meals. We were told multiple times by out waitress Alejandra that 1. It was on its way 2. It was being prepped now. When after an additional 20-30 min of waiting we raised the issue we were told the same thing. A manager was brought out who told us we had only waited 20 min and there were 3 parties of 20 people they had been serving. We corrected him to say we had waited over 60 min but were met with resistance. When food was finally served there was hair in one entree. Instead of an apology our waitress sighed and rolled her eyes. When the food was brought back promptly it was edible until halfway through when another hair was found entwined inside the burrito. At this point a "manager" came out to say they had no one with line hair working In the kitchen and it could not be their fault. To top it off the waitress alejandra returned to say "there was hair in your food again- oh ok" and walked off to never return or apologize or
Offer any other food.
I work in a service oriented field and the awful customer service received by not only a waitress but also a manager is disgraceful. Never would I expect the situation to be reversed and offer food to a person not once but twice with hair and put fault on them and not take accountability for the establishment. Human error is inevitable. Humility and dignity are things that are innate.
I will never recommend your reataurant to any friend or family based on my experience not just with having hair In my good, because that is forgivable, but because of how the situation was handled by the staff.
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