Santiagos

Reviews 5

DA

Damion Wright

I want to start this review off by saying I tried to prevent sending a negative review, with hopes that the Restaurant Manager would understand where I was coming from and make good with the situation. We ordered a significant amount of burritos from this location last night with an order to be made and ready to go prior to 630a the next day. We definitely understand making 350+ breakfast burritos with a short turnaround is a challenge, that being said, if they didnt think they could do it - let us know! The burritos were ready to go on time, there was no question about that, and as a matter of fact, we appreciate the hard work put into it. However, let me let you know where the ship starts turning around... When we started eating the burritos, we got feedback that this wasnt the "Santiagos brand we were used to." and the "taste was compromised." The burritos werent filled with chili like they usually are and full of eggs, meat, potatoes, cheese, etc. The Santiagos that we are used to... Moving on, people arent going to put up a big stink, because the food was paid for by the company and it is free food. However; I felt compelled to let the management team at Santiagos know what was going on, just so (1) this experience wouldnt happen again (2) we would continue to go back to this location (3) let other people who order the amount of burritos we did, not have to experience this. I decided to call the manager of the store to give her a little insight on what we experienced (the professional thing to do) and this is where the plot got THICK! When speaking with the manager of this location (MOD 3/28/14 at 10:45a) I informed her of all of the above. I let her know very respectfully that this isnt the Santiagos brand that is consistent to the taste they brought to the Denver area. I let her know the level of satisfaction was relatively low and the masses werent satisfied with the product. She respectfully listed to me, but apparently this didnt sit well with her b/c she told me there are about 1000+ other burritos that went out after our order and no one has complained. YES, THIS WAS HER RESPONSE! She didnt care that we just spent close to $1000 on breakfast burritos and this is something that we do for our organization on a monthly basis. This didnt matter to her... After a short conversation she said with the utmost confidence for our organization not to order from her location again. I asked for clarification, and she confirmed again, "you might want to order from a different location if you arent satisfied with our food." There was no effort to make good by our dissatisfaction, there wasnt an apology, there wasnt a "Hey, we sell HUNDREDS of burritos a day and we might have made a mistake." Complete arrogance, lack of care, concern, and even more so the customer experience was at a all time low. Needless to say, we wont order our $1000 orders from Santiagos in the future. Hopefully this isnt a reflection of all of their locations, which I highly doubt, cause we have had A+ experiences from all of their locations EXCEPT this one. Manager, whos name starts with a "K," Krissy? Katie? Katherine... I apologize for forgetting your name... my purpose of the phone call was to be able to resolve this over the phone versus having to write a thesis via Yelp. Trust me, if a simple apology over the phone was given, this wouldnt have happened. I think we will change our orders back to Sabor Mexican Grill, they appreciate our business...

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AM

Amy Fienen

Weve eaten here several times because the food has more of an authentic Mexican taste than what most Mexican restaurants offer in Castle Rock. But after our experience last night, we probably wont be back. We arrived 15 minutes before closing, along with several other patrons, clearly infuriating the waitress. After we sat down at the only clean table in the place and were finally approached, the waitress said in a most confrontational manner, "I hope you can get your order in in the next six minutes because my kitchen closes at 8." She then proceeded to go around to the other tables and tell them if they wanted anything else, they had to order it right now, apparently before the kitchen staff turned into pumpkins at 8 on the dot. When she took our order, my young son politely asked for carnitas tacos. She jumped down his throat, saying they dont make carnitas tacos. At that point, my husband almost got up to leave because we have never been treated so rudely in a restaurant. Her demeanor can best be described as hostile. I then saw the waitress go back behind the counter and proceed to talk trash about us to a co-worker, in spite of the fact that we were politely tolerating her brash and rude behavior. My food was wrong, but rather than risk further infuriating the waitress who was angered by our mere presence the minute we walked through the door, I didnt dare send it back. We eat out a lot, and have never had a server behave so badly. She made would should have been a nice family dinner a horribly awkward and regrettable experience.

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V

V Miller

I used to get food at the Santiagos on Broadway in Englewood. I used to work that direction and came to love their food. Last week I went to the Castle Rock location. I got carry out so I could back to work. I got back to my store and found that the 8.00 plus 2.00 tip was spent on the wrong thing. I got a small burrito, no chili on the side. I had ordered a stuffed Sopa. with chili on the side. The staff was too busy with a personal phone call at the time to check it or be sure what was going out was correct. I love their food, so I went back this week. I ordered what I wanted to again. This time I checked it before leaving. I got back to my store and the person who submitted a review just 2 weeks ago nailed it. The food at this location is no where near what I was used to getting at the Englewood location. The stuffed sopa tasted burnt. It was not good at all. Not sure I will give it a third try...

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A

A Private User

Great food, terrible service. We left today after waiting over 30 minutes and watching multiple parties who came in after us be served. On the way out I told them why we were leaving and the guy just looked at me with a blank stare. I dont know if the young blonde woman forgot to submit our order or if 2 bean burritos and a taco salad took that long to make. The servers are always harried even when the place is half empty so I think we will just not go there anymore. Lots of new places to eat in castle rock

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RO

Roger Patterson

For a fast casual Mexican food restaurant, the food was great. Upon arrival the place was packed. We asked if we could sit outside and even though they did not have the staff to handle that at the time. One waitress volunteered to take on the extra table. We were promptly seated. Three cheers to her! The restrooms could use a little more attention, but we did hit them immediately at the peak dinner rush so it it likely they had not been able to care for them yet.

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