They just lost a customer for life. Two co-workers and I drive out of my way Thursday afternoon 7/19 to eat lunch at Nacho Mamas only to find the door locked with a note that said gone until later. What is that all about Thursday at 12:20 and they are closed. You have to be kidding.
My family and friends all have been going to nacho mamas on a regular basis for 4 years now, all of my family and friends really like Nacho Mamas, yes it is a small dining area, and sometimes there is a wait, but we have always recieved great service and quality food, they do a great job spicing up and adding ingredients to normal mexican that makes it taste great and interesting to eat, Barbie and the others do a good job running it, these other reviews are a bit extreme. I recommend the Chipolte steak sandwich and the bacon wrapped jalapeno poppers if you can handle the heat.
So happy we read the reviews. We were going to go there for a birthday celebration this week. But we will definitely make a different choice. Too many good selections in Stillwater. I've heard The Green Room and Shanghai Bistro are excellent! Too bad this restaurant has such little disregard for customer service.
Copy of complaint letter emailed and mailed to Nacho Mama's. I had to abbreviate the letter due to space restrictions. I received no response whatsoever. Obviously, the owner or manager has little concern for guest recovery....
I would like to start off by saying that this is a letter of complaint.
I could tell when we arrived that it was starting to get very busy, and I only saw two waitresses and no supporting staff in the dining room.
We had a BBQ Pork Burrito, and asked for an extra plate and a side of sour cream. My wife also asked for a side of guacaomole, as she could not eat the chips because the salsa was too spicy for her liking.
We waited at least fifteen minutes while the restaurant filled up, and we still got no guacamole, even though we specifically stated that we needed it in advance for the chips. After being flagged down, the waitress then brought it promptly, but it apparently had not been properly mixed, as there was a huge bunch of salt in our tiny 2 oz black ramiken portion that you charge $2 for.
When the waitress delivered our food about another five minutes later, my wife told her about the salty guacamole issue, and she politely said she would take it off the bill.
The food looked good when it arrived. However, as soon as we divided it and started eating, it was entirely evident that the entire dish was cold. Only the burrito was even halfway warm, and the lettuce was obviously wilted, as if it had been sitting on what was originally a hot plate for quite some time before the entree was finally delivered.
We politely flagged down the waitress (again) and told her that the entire entree was cold. She asked if we wanted a new one, and I said that it was okay to just reheat it, so long as I eventually was served a hot product that I could enjoy.
The dish did come back promptly and had been refreshed with new beans, and lettuce, so we were finally able to eat. I did enjoy the product to some degree, but couldn't help but feel a little bent out of shape over the whole ordeal (greet, guacamole, initial cold food).
But what finally perpetuated this email is that the waitress did not check back with us after she re-delivered our food, to make sure that a wrong had been corrected. In fact, as a rule, a manager should have brought the food out AND checked back (or at the very least, one of the two) under such circumstances. But again, no manager, much less ANY form of support for the two servers who seemed busy beyond their means, was to be seen at any time during our visit.
I realize that it was very busy. However, we went to Stillwater because we saw the weather report two days prior and saw that it was going to be a nice day. And as a restaurant manager myself, I also check out weather reports on a daily basis and adjust my staffing and prep levels accordingly. I don't think that this was the case today at Nacho Mama's.
Thank you for your time,
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