I've been going here for years; I would go a couple times a week...sometimes more because I work near there. They have a good asado. However, they say it will be ready in an hour it takes nearly 2 hours.
With that said, today I bought some pastries and empanadas. I got 2 different flavor empanadas. They are not good there, but I needed something quick and they are pre-made, One of the empanadas had a weird taste...almost old.
I went to tell them and the lady got very offended. She told me I was wrong and that I was out of line. She said that no one complains and I said not to her face. I came in hoping to help her so she can investigate just in case there was something wrong with the meat.
She went on to say that I shouldn't have an upset demeanor, when waiting for my food which was already 1/2 late. I said I have a right to be upset, if my food is late and no explain or apology is given. They said because they are new (they've been doing asados since the summer) they are figuring things out. I said the is no excuse for poor customer service.
They feel the customer are not entitled to an explanation, the food will be ready when it comes out. They said they gave me a free empanada for my extra 45 min wait. I said you've done that once and that was because I had been standing there waiting for my to-go meal.
I said if it takes longer then be respect the customer and tell them; if they have been waiting a while give them a drink. They have no idea what customer service really means.
They think that just giving you the food they ask for is all they need to do...if they are wrong oh well. This is the Argentine view of customer service; I experienced this when I lived in Argentina.
I said that said I come in all the time and she should have treated this matter differently. She should have apologized and she said she wasn't going to say sorry because her food is good. I said she isn't paying my bills, I am paying hers...she said I didn't have to ... she says i shouldn't be cranky waiting. I said who says that to customers who treat people who have been loyal that way because they said something politely about their food, to help them.
I told her is she should never complain to a customer about their attitude no matter what they said or did to their face. I said you should get what they need and send them away and you can talk about them in the backroom. I asked what kind of service was that?
One of her daughters was great and kind and immediately apologized she interrupted us. She pulled out money and I said thank you I didn't come in for a refund or another empanada, I just wanted to them about the old strange taste. The other daughter complained about how I would sulk after waiting for well over an extra 1/2 wait time.
When you order an asado they say it'll be ready in 45 minutes and 1 1/2 hours later wa la it's ready and no apology or reason.