After enjoying the grand opening of Beer by Design brewery, my wife and I decided to grab a quick bite at Mercedes Mexican Restaurant in Northglenn. Craving a comforting burrito, we opted to stop by this local eatery, hoping for a pleasant end to our evening. Unfortunately, our experience took an unexpected turn, leaving us questioning the customer service and food handling practices at this establishment.
We both ordered the Chicken Burrito Deluxe smothered in green chili – hot for me and mild for my wife. Intending to dine in, we took a seat and awaited our meal. When our food arrived, the waitress announced, “Here is your MEDIUM burrito” to my wife and “here is your hot.” This was already a slight confusion, but the real issue arose when my wife cut into her burrito and discovered beans mixed in with the chicken. Upon checking mine, it was the same. We had specifically ordered chicken burritos, not bean and chicken.
Wanting to address the mistake constructively, we flagged down our waitress and explained the error. Being business owners ourselves, we understand the pressures of the industry and were not looking for a free meal. I mentioned to the waitress that I was happy to keep my incorrect burrito to minimize waste and inconvenience for the kitchen. However, as my wife’s burrito was also too spicy for her liking, she requested a replacement.
While my wife waited for her corrected order, I was left with the bean and chicken burrito I hadn’t ordered. To make the best of the situation and sample more of their menu, we decided to order some enchiladas to share. We had already paid upfront when ordering the burritos, so we knew we’d settle the bill for the enchiladas later.
When the final bill arrived, it was for the full price of the enchiladas. I had anticipated a small credit for the incorrect burrito I kept, as it was not what I ordered. The price difference was only a dollar. Upon inquiring about this, the waitress stated she couldn’t adjust the bill because her drawer would be short. I asked to speak with the manager, only to be informed that the owner was absent and she was in charge.
The waitress retreated to the back, returning with visible frustration, complaining aloud about my request for a dollar back. She proceeded to make a phone call, acting agitated and casting disapproving glances in our direction throughout the dining area. Returning to our table, she relayed that the owner had agreed to the dollar refund, but emphasized “only this time.” We were taken aback by this reaction. I calmly explained that my intention was simply to pay for what we were served accurately, and correcting the bill seemed like the right and fair course of action. Her response was, “Well, apparently you need the dollar more than we do.” I reiterated that it wasn’t about the dollar itself, but about principle and correct billing.
The waitress then mentioned she would have simply taken the burrito back and replaced it. I pointed out that creating a new burrito would likely cost the business more than refunding a dollar, a point she seemed to miss. Adding to our concerns, she then stated that if we hadn’t cut into the burrito, they could have reused the food for someone else. We were shocked and immediately expressed our strong disapproval of reusing food that had been served to a customer, regardless of whether it had been cut into or not. She then surprisingly admitted that they “get a lot of complaints.” We responded that consistently unhappy customers are not a recipe for long-term business success, a sentiment she acknowledged by saying “a lot of people tell them that also.”
I provided my business card and requested a call from the owner to discuss our experience further. Reflecting on the encounter, I’m concerned about the ethical implications and potential for retaliation after raising these issues. Our visit to Mercedes Mexican Restaurant in Northglenn, intended to be a simple and enjoyable meal, turned into a disappointing lesson in customer service and questionable food handling practices.
