Reviews for Jalisco Mexican Food

06/22/2021 - Sandra
The customer service here is appalling.

I ordered two burritos, the "Jalisco Super" with all the fixings, including sour cream and guacamole. As we ate our burritos, we noticed we didn't see any sour cream or guacamole. I stopped eating and opened the rest of the burrito. I even took a photo. There was no white stuff or even anything remotely green.

I called to let them know I was unhappy. As soon as they heard I had a complaint, they dug their heels in. The lady said she can only refund me if I bring her the food. She also started defending herself saying they've made burritos for over 30 years and that one is their best seller. I said that I'm sure that's true since it is very tasty, but I would hate this to happen to someone else. Odd defensive phone call, but I still went. For the sake of other customers, mostly.

So I went to the restaurant, and expected to get an apology and a refund. Instead, I was immediately attacked. I was told that I ate the burrito, so normally they wouldn't refund me. I explained why I ate it and why I stopped. I said it's not normal to dissect a burrito completely to make sure all the ingredients are in there before you eat it, that's absurd.

She then went on to tell me she cannot refund for the second burrito because it wasn't present for her to see. I told her I bought lunch for my friend and she has an infant that was crying and had to go put her down for a nap, and it's unreasonable to ask her to come. I went to represent the both of us. She said that didn't matter.

They gave me money back for one burrito, but continued to point out that they in fact did put the stuff in there. I was appalled. A lecture and a refund. They kept trying to say that the heat of the food makes the sour cream melt and guacamole turn brown. I told them this doesn't make them invisible, and asked them several times to show me white or green in the burrito and they kept saying they did see some. I posted a photo for your own reference.

I said I was disappointed in their customer service, and my family sells at farmers markets for a living and we deal with customers all the time, and this is not how you treat customers. I said that I'm sorry and I hate to do this but I'm going to have to write a negative Yelp review. This made the lady even more angry. She went on to tell me that I need to be educated more about Yelp, there are documentaries that explain how bad reviews ruin restaurants, and that I'm threatening her. I told her I was not, and Yelp is not only for positive reviews. And she went on to explain how hard things have been during covid for them. And continued to yell at me in front of other customers how I was threatening her and how hard life has been for them.

In the end, I said I was very disappointed in the manner in which they treat customers. They are an example of people that cannot take criticism, and will argue with customers tooth and nail for a mere $12. Money matters more to them than morals. They will put on a smile for non-complaining customers.

Never buying from them again. It's a shame. I've been going here for years, and their food is good.