Before getting into real estate, I was a retail and restaurant manager for a few years after I graduated. My first job out of college was as a rental car manager, then I worked at a local soup and salad restaurant for about two years, then at CompUSA as the customer service manager. As a real estate agent and broker for the past twelve years, I have seen and solved MANY service issues.
Tonight, I experienced what I believe to be the worst service on record at a restaurant just a few minutes from my home. My children were frightened, and my wife and I were irate at being treated so badly.
Camino Real Mexican Restaurant and Cantina on Highway 685 in Pflugerville has been officially removed from the Crouch family dining choices forever. There is only one other local restaurant that I will not frequent, and that is the Applebee's at La Frontera in Round Rock.
So, I'm sure you are wondering what could possibly have happened to cause such a strong and visceral reaction. I am happy to share this with you.
We had eaten there a couple on a couple of other occasions, and we liked the carne guisada and some of the other food as well. In fact, my wife and I had mentioned that we were happy to have a decent Mexican restaurant just minutes away.
Tonight, all of that changed.
My carne guisada was tough for some reason, so I didn't really finish all of it. My wife's enchilada contained Velveeta (which I only found out about later - you will see why soon). My son took ONE bite of his quesadilla and spit it out, stating that he had lost his appetite and that it tasted "weird". My wife tried a bite of it, and she said it tasted "kinda like perfume".
We immediately informed the waitress, who seemed alarmed that we were attempting to return the food. I asked if we could get the chicken tenders instead, since we had confirmed that there was something amiss with the food.
She disappeared, then another waitress came to the table and confronted my son with the quesadilla in hand. WHAT!?!?!?!? You are going to stare down a nine-year old boy and force him to explain what was wrong with his food? I have never heard of anything like this in my life, but then again, I have probably only eaten out a few thousand times.
I asked if she was the manager, and she said, "No." I asked if the manager was there, and again she said, "No". Really?
She told us that we could have the chicken tenders, but that we would be paying for the quesadilla as well. I told her in no uncertain terms that we would most certainly NOT be paying for the quesadilla, and that we didn't need any additional food.
THEN, the apparent manager came to the table, scowling and speaking Spanish. In Spanish, she said (verbatim), "The cheese is good. If he doesn't like it, it's not my problem." She seemed surprised when I answered her in Spanish, stating that "No, it's not good". I again informed all three of them that we were not going to pay for the quesadilla.
You won't believe what happened next.
She threatened to call the POLICE on us for not paying for this bad food, which cost $4.25. The patrons at the table next to us seemed extremely surprised and they agreed wholeheartedly that this was ridiculous behavior. I told the waitress to tell the manager that we were happy to pay for all of the other food and tip, just not the quesadilla, as I was thinking that maybe there was a communication problem?
Instead, the manager brandished the phone, as if she were ready to call 9-1-1 to report theft of food.
I told the waitress to inform the manager that this was going to get ample publicity, as my wife and I both write restaurant reviews for a number of local sites. Additionally, I told them that I would be speaking with the local newspaper (and I will). The waitress apologized profusely for what she clearly knew was wrong. I tipped her 20% and told her that it was not her fault, but that the manager had just made a big mistake. I also recommended that she look for a new place to work. Yes, really.
My wife was far more stubborn than I at that point - "Let them call the police. I would love for the police to come and sort this out. Are they going to put our kids in jail? I am not going anywhere."
The manager finally relented somewhat and offered to charge me 1/2 price for my son's food (which made it TWO DOLLARS) and we paid and quickly left, vowing never to return. I couldn't help but inform the people walking toward the front door from the parking lot about what we had just experienced. Frankly, I still can't believe I paid for this type of treatment.
As a 13-year resident of Pflugerville, twelve of which I have spent selling homes, I know a LOT of people and I help a LOT of people who are moving to the area. As such, I can easily influence those new residents on their restaurant choices. I also often take my clients to local places for lunch when we are looking at homes.
Simply put, the manager of Camino Real chose the wrong person to threaten tonight.
I found another review online for Camino Real in Pflugerville which is titled "Nasty, rude, and slow": http://www.tripadvisor.com/ShowUserReviews-g56451-d983006-r13269113-Camino_Real-Pflugerville_Texas.html. Apparently, these people were also threatened with police action.
Unfortunately, you reap what you sow, and they are apparently sowing seeds of anger in their customers. I predict that they will be out of business within six to twelve months, especially since people have less discretionary income and they are more choosy about where to eat, in my opinion.
To sum up, tonight we experienced the following at Camino Real Pflugerville:
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RUDE AND SCARY MANAGER THREATENING TO CALL THE POLICE IN FRONT OF OUR CHILDREN
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FORCED TO PAY $2.00 FOR UNEATEN QUESADILLA THAT TASTED "LIKE PERFUME"
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TOUGH MEAT FOR MY FOOD and VELVEETA IN THE ENCHILADAS for my wife's food
DO NOT waste your hard-earned money on this establishment. They are more interested in collecting every dime for the food than about your actual dining experience. They are also not above scaring your children in the process. Please understand that at no point did I curse or yell at them - I just didn't think it was fair to pay for food that was inedible and that made my son lose his appetite.
I also find it telling that it is their modus operandi to threaten to call the cops if you try to avoid paying for nasty food. The other reviewer that I linked to above mentioned that the beans smelled like cigarettes.
If I can prevent one single customer from dealing with this nonsense at the hands of an unreasonable and angry manager, this post was a success in my mind.
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It's sad that they would rather have $2.00 ( or $20 for that matter) than have a happy customer that will return and referr their business. Talk about biting off their nose to spite their face!!!
I'm glad you are saving others from having a similar experience and wasting their money!!!
Hey Jason, Sorry about dinner. We haven't eaten in any Mexican restaurants lately because I don't want to be the next salmonella victim. We're waiting for jalapenos to be given the all clear. Seriously, food that tastes like perfume - gross.
Hmmmm... I'm glad we've got good Mexican food places here in College Station.
Jason, if it makes you feel any better, I swear that I'll never eat at that restaurant! Of course, living in Louisville makes the odds pretty slim that I would have ever eaten there any way. But, I'll still support your boycott!
Whew! Do you feel better now? I can really "taste" the frustration in your post. Good for you Jason! Way to stand up for yourself. They will know the wrath of the Crouchmeister!
Hi Jason, WTG! The service we receive should be like a red carpet rolled out for a celebrity! If I owned that restaurant, I would apologize and give the best food on the house! I mean no $ expected! You or anyone else would come back and bring all of their friends. That's how we always do business with anyone and everyone!
Jason, a bad customer might tell 20 people (a blogger 600), while a good customer might tell two or three. Poor service will definitely lead to them going out of business once the word spreads. Sorry it was a bad experience for your family. I hate those kind of nights where you try a new restaurant and it bombs. I spent $100 at a steak place like that once and will never go back.
Prett scary out there. We came across some garage attendants that just the other day tried to charge us double. when we checked with the police, they said you have to take it to the better business bureau as it is a civil matter, but they admitted that these people do this all the time.
Incredible! To actually have the manager treat not only you but you children that way is absolutely unacceptable! Before going into real estate I was a waitress and I know first hand that running a successful restaurant is about happy customers (same as real estate). I hope the newspaper does a write up on this as well. To threaten an adult is one thing but a child is quite another!
I understand that you wanted to get your kids out of there! If it were just my hubby and I, I would have said, "Dial, baby, dial! I'll be right here."
SO proud of you for not only standing up for yourself and your family but also POSTING about it!!!
Yes!!! Yes!!! Yeah!!!
I love it when people stand up for what is right and in Public on top of that! I am proud of you Jason. I would bet he isn't in business for much longer. I went into a restaurant once and tried to use a discount card an agent gave me. The manager refused to accept it and was cursing me in another language. The waiter apologized for his bosse's behavior. I told him I always referred this restaurant to my clients who were new to town and that we ate there every week for two years. That alone was equal to well over $2,000 not counting my referrals which could equal thousands more over time. The disagreement amounted to a discount of only 3$. In front of 10 customers I asked the manager if she was going to throw thousands away over 3$ . She said " You Pay bill and You no come Back again!"I am sure she imagines herself to be an astute business woman. What a fool!
Jason, I am, like everyone else glad that you stood up the the manager with courtesy and dignity, something amiss on the manager's side of the deal! If I am ever in Pflugerville, I know where not to eat! I am amazed that people think that the price of one meal is worth the negative publicity!
I empathize. I didn't even get to the food before I wasn't returning to a popular restaurand here in Sacramento. We waited to get seated, then when we were seated, evidently we became invisible. I watched while the 2 tables next to us were seated. I watched while their orders were taken. I actually went and told the host that maybe our server had forgotten us. I watched while one of the tables seated after us got their drinks. Finally, the waitress came our way. Trying to add humor to a tense air, I said "Gee, I thought maybe you had forgotten us." Her answer? "I did not forget you!" Straight-faced...no humor. Well, no humor, no service...very small tip!
That's horrible! I'm glad you are warning people.
I went with a friend to a breakfast place just outside of Newport and we waited for what felt like an eternity for our food. We could see our food cooling under the "heat lamp" and asked our waitress if we could have it now. She assured us that wasn't our order.
Ten minutes later she is carrying those same plates over. Lukewarm eggs & hashbrowns... YUM..
I pushed mine aside because I just can't stomach cold eggs and ate one of the pieces of toast. My friend was halfway through his hashbrowns when he asks me "What does that look like to you?"
I've had mice as pets before and it looked exactly like a little turd. He pushed it off the plate and it rolled across the table exactly like a little mouse turd.
We brought it to the attention of the waitress who looked horrified. She carried it on a napkin to the manager. A few minutes later, the manager comes back with the "turd" on the napkin along with some burned hashbrown bits from the kitchen. After trying to convince us for what felt like an eternity, that the little rolly polly was a burnt hashbrown instead of a turd (the burnt bits didn't roll when we tried it...) we told her that we knew a mouse turd when we saw one and we were finished.
She then asked us if we were making it up so we didn't have to pay the bill, loudly, in front of all the other customers. Really??? You think I'm trying to skip out on a $12 bill??? Are you insane?
"What I am not going to do, is pay for cold food seasoned with mice turds...."
Two people waiting to be seated overhead the conversations and said, No way, were going somewhere else.
We left and didn't pay. I should have listened to my first instinct, which was to leave when our food was cooling under the heat lamp.
Jason,
I worked in food service for 24 years with a major company and my practice was always "The customer is always right". This is hard to believe that a manager of a restaurant would have the nerve to even act like this.
Customer service is so very important in all lines of business if you expect to be a success.
Don R.
You can tell them they just lost over 100000 potential customers last night Jason. None of us would ever eat there after your experience.
Jason, not your usual post, but definatley needed to be said. One of my coaches in RE, shared a similiar story over McDonalds french fries.
I won't go into it all here, but.............
The life time value of the client is more important than $4.25 bad dish.
People are so short sided, can't wait for part two.
Jason that is simply unbelievable. We all know that the Customer is always Right. I will bet that they do not stay in business very long.
Jason,
Maybe the manger was pissed off because she only made $4.25 an hour and not enough to cover your bill.:) Probably doesn't like her job and probably hears it more than just you. I would have let the cops show up. And I probably would have made a public spectacle of her. One time I made the mistake of ordering the special at an Italian restaurant we go to a lot. You'll appreciate this dish....a cowboy steak for $28 in an Italian restaurant? Big mistake...all fat accept maybe two bites of it. I couldn't tell because it was covered in tomato sauce. I didn't say anything as I had a few drinks in me so I just paid and left....I did talk to the manager the next time and he gave me a free meal. I never asked for it but they obliged...
The manager had to pick on your child because thats the level she is on...I hope your child didn't take that as an insult:)
Jason - when you are making your calls, don't forget the local health department. Apparently there is some type of "stretching" going on in their kitchen, of which I would bet dollars to donuts is against local health codes.
I had a similar experience while traveling a few years ago and stood up to walk out. The manager grabbed my arm and started berating me for being a "deadbeat that just wants free food." I instructed him to remove his hand from my arm or risk going to jail for assault. Then I handed him my card and told him to have the police contact me at my office. Out the door I went. Never heard a thing. Never paid a dime. Wasn't going to.
Within 30 days they had a health inspection and had 102 critical violations and were shut down. Poor babies.
Wow! These people will certainly go far in life, won't they? Not! Thankfully, no one got food poisoning.
They had no idea who they were dealing with, huh? They will soon enough!
What an unbelievable experience! I agree with your wife - I would've waited for the police... I guess I'm kind of feisty... :)
Now this really pisses me off! I cannot believe the waitress was questioning your son's opinion. I am so angry about it I want to give them a piece of my mind. Since it probably wouldn't help the situation I will just tell everyone I know what happened.
Jason, I've had a few bad experiences dining out but none as bad as this! I have to say, I'd be more like your wife and not pay and let them call the police---they would have made idiots out of themselves. It's funny that they didn't stop to think how much that $2.00 really cost them!
Jason
The last time I ate Mexican out I was in bed for almost 10 days, severe food poisoning. I won't eat it out, I love it, but I cook it at home.
Jason I see you started using my new tricks...I better go write the post about it! LOL BTW, I am glad I didn't go to eat there!
Ouch! I was in the restaurant business for about four years before I entered the Mortgage Industry. It's tough, but service & friendliness are completely within the realms of control. The fact that they pissed off you would be impressive if it weren't so sad.
JASON - It's amazing that in this day and age that a restaurant wouldn't do whatever they can to keep customers happy. The only thing more surprising than their terrible treatment was the fact that you spoke to them in Spanish.
Jason, come on up to Eugene. We have a number of excellent Mexican resturants. Of course, you might not be back for breakfast.
On Second Thought...
I think you need to contact the BBB!
I can truly say I have never heard of such rude and non-customer friendly behavior ever. Hope the word gets out on this place!
Jason,
I can't believe the appauling treatment that you and your family went through at this restaurant. Doesn't this "manager" and I use the term loosely, that bad travels faster than anything on the planet?
I agree with Jeremy, call the BBB. Maybe everyone here should send an email to this restaurant and tell them how deplorable their behavior was. This is beyond bad customer service!!!
In Myrtle Beach....
We unfortunately have some restaurants like that with bad service...and also the guests sometimes are on the ruder side based on the fact that they won't be eating there again and who cares if they don't tip...It is kind of a sad situation!
I am glad to see you speak up!
I recently had a negative dining experience in NYC that I debated blogging about. Then I realized that blogging about it may help the next person save $150.
Ouch ... don't cross you!!!!!!! I love the voice that blogging gives us.
The wrath of receiving bad service speaketh. You must have not been the first one to 'complain' that day. Sounds like you need to contact the owner because with that kind of reponse they are going out of business for sure.
Jason,
It is unbelievable for the manager to act like that. I have had a similar experience with the bad food, but never with a manager that acted like that. It seems to me as if you done the right thing and took the high road, but like you said little did they know who they were screwing over. I hate that your kids had to see that kind of manners from an adult and I hope that the manager sees what you have wrote and changes their tune soon. If not, like you said they will get what is coming to them...a sign that says closed on the front door.
Jason: Apparently these people don't know the power of Active Rain.... was it really worth it for them to act this wasy. I'm sure it will cost them much more than the $4.25
JASON, this restaurant should consider themselves out of business now! I can't believe they would treat a child like that. Good for you and Pam for standing up to them.
We recently went to one of our favorite restaurants here in San Antonio. Service & food are always good. Our waiter was not providing good service that night -- we had to keep trying to get his attention to ask for things that he forgot to bring out with our meal. He never refilled our water and iced tea. So, on the way out, the hostess asked how our meal was, which was a perfect opening for me to ask for the manager. She came out, I told her the food was delicious as always but we hadn't rec'd the service we're accustomed to. She asked us to wait while she went back to her office and came back out with a voucher for another meal. I told her it wasn't necessary but she said, "I want you to come back!" That reminds me, we have to go back before the voucher expires -- I love their food!
Oh, Jason, I forgot -- I'd call the BBB and the Health Dept. If the cheese tasted "funny" there may be some "health issues" that need to be checked out.
You wouldn't believe what they wanted me to do to the queso.
Wow... are you kidding? I'm a polite old fart but I can also be a total and complete jackass... and this would have been a doozie of a night.
Whew! That's shocking. On a related note, I've never had a problem with the food at Chipotle. I also like the fact that, at Chipotle, I get to watch them making my food.
OK - I'm not really sure what you feel about this Jason. I think you have to explain it for me! :)
Best to avoid the salsa, too.
TO ALL - Thanks for your comments on this post. We tried today to reach the owner of this restaurant, and we will try again tomorrow. I am in the midst of moving my office this week, and I am frankly too tired to respond to every comment, but please know that they are all appreciated. I also intend to contact the BBB and Health Department per your suggestions above.
SANDRA CARLISLE - My best response to your story is this:
"I said MUSTARD, not mouse turd!"
Paul, I'm afraid to think about what you would do to the Salsa and queso. . . glad you're a realtor -- not a waiter. :)
OMG Jason that is totally unacceptable. I'd have been like your wife and welcomed the police. Let them have a taste!! There's an old saying I learned years ago in a business class, "A happy customer tells one and unhappy customer tells many, who tell many, who tell many..... I'm sorry you and your family had such a bad experience.
I can't imagine anyone wanting to go there after they read this post. Yep, they are out of business for sure. Good. :)
I had to laugh at the commenter above who mentioned Chipotle...that's my favorite place...always yummy!
That is probably one of the most ridiculous things I have heard in awhile. You can guarantee that I will never go there. I like the fact that you rank 5th in Google for searching "Camino Real Restaurant". I hope people read your review when they are looking up when they are considering eating there.
Thanks for letting us all know.
Also, everyone on here that has a Digg account should Digg this story that another reader submitted. The more links to this story that will show up when people search for the restaurant the better. http://digg.com/odd_stuff/Camino_Real_Pflugerville
I am in the midst of moving my office this week
We will pray for you! :)
Andre - Thanks for posting that link to the Digg article. A good friend of mine did that yesterday.
Bruce - You don't mind if I call you Bruce, do you? Thanks for your prayers. I need them.
Hey Jason,
You can call me anything you want. What's the best analogy for moving an office? Child birth? It can be a painful process, but the end result is worth it. I'm sure you will have a humorous blog, or two, about your move - after the dust settles! :)
Bruce - I just posted one - go check it out.
Make sure you go after them - I guess it's your turn to call the police - overcharging is a crime - I'd guess the kitchen might need an inspection for cleanliness, as well. People like this have not busieness in business.
Jason, this reminds me... don't mess with the Crouch's! What an unfortunate experience! You would think that they would stand behind the consumer since that is who pays the bills. It is good that we have a plau to voice about our communities. The power of the blog!
What a stupid restaurant owner, I would call the health department as well and show them both reviews and have this place checked out. I'm betting that it may not stay open much longer than 2 weeks if you do that.
Jason, I can't believe anyone would treat a patron that way. How ridiculous! I like Todd's suggestion about calling the health department:) I would have been furious also, scaring my children. Try to scare me, fine. Scare my kids, not so fine!
We have not been back to the restaurant since our horrible experience that was very similar. It was I think last fall.
Our food came out smelling like cigarettes. It was dry and like it had all be sitting under a heat lamp since that morning or something. We nibbled at a few things, sampling, trying to figure out what was wrong. We finally decided it was the refried beans. We asked the waitress, telling her that there was something wrong with the beans. She said she'd check, and confirmed that they were the problem. We agreed to take rice instead and so we got our plates back, with dregs of beans under the rice.... We complained again and asked for the manager who went to the kitchen and didn't return. We sat for another 15 min or so, our appetites totally gone and finally gave up and left cash on the table for what we remembered the bill to be plus a little. (that was under contention also, they still wanted full price and my husband didn't want to pay for the food we couldn't eat.)
As we were walking out, some lady comes running from the back shouting in Spanish. My husband recognized the police and got very angry. They hadn't looked at the table, just that we were leaving, so we had a confrontation at the door until the "manager" managed to calm her down. we went home, looking for review sites and couldn't find them listed. I think they were still fairly new at that point.
We have not been back. I'm surprised to see so many cars there. It was the worst experience I've ever had at a restaurant.
CKB
CKB - I meant to contact the health department after this happened, but I forgot. Did you contact anyone (newspaper, health dept.)? Just curious. I agree - it was the worst and most memorable experience that we have had as a family.
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