03/24/09

Great location, not so great experience

by sehhey

Recently I visited this restaurant and feel that I need to pass on how bad the experience was:

•Server was very slow to come to our table and seemed disinterested.

•I ordered tea for my beverage, the only time I could get a refill was when I flagged down a waiter from another table.

•When the food came out, our server said he would be right back with the tortillas.

•When the food came out the Chicken Fajitas my wife ordered were swimming in a broth and had an off taste, we decided to send it back and see if it could be served without the broth (like normal fajitas?), ideally we would have sent this back when he brought out the tortillas, but it was a good 15 minutes before we saw him again. We sent them back, they came back without the broth but still with an off taste so my wife didn’t eat them.

•The Carne Guisada wasn’t much better, but I was extremely hungry and ate it anyway. My wife made the comment that it tasted like Dinty Moore.

Here’s the rub, we were tired after a long day and had a trip back to San Antonio ahead of us, so we were ready to shrug off all of the above and get out of there (lesson learned), however, the least I could do was ask the waiter to pass on to the kitchen our dissatisfaction with the quality of the food served. Our waiter’s response was to comment that I had ate most of my food (smart aleck). I told him I wasn’t looking for money back, only for him to pass on the message, whereupon he mumbled something about next time I come he’ll make sure to cook everything himself (condescending). Neither of these responses was appropriate, he had a chance to save the situation and didn’t care enough or didn’t have the training to pull it off.

I googled this restaurant and saw most of the comments being posted were about the bad service, so I’m not confident that they’re doing anything to correct the situation. The service issues need to be addressed if they care to stay in business but if they don’t care I just hope the demise is a quick one so that others do not have to suffer through a bad experience like ours.

• Pros: Ambiance
• Cons: Food and Service

12/23/08

Average.

by ally9024

I love the food at Serranos! They have great food and great margaritas; however even the great food and great ambience cannot make up for the service. I have been to the Serranos on MoPac and Red River -- service not so great at either location. We like to go on Monday nights because of the Buy 1 Get 1 Enchilada meal ... well last week and this week, our order was messed up both times! Our food came out and it was not what we ordered. I got a chicken enchilada with refried beans when I asked for Beef Enchilada w/ black beans! I know they have a really high turn over rate with their staff, so it is unfortunate that most wait staff there is new - and it shows! All of the times that I have been there, the wait staff does NOT write anything down! I think that is why they mess up so many times. I keep going back for the food (even if it's not what I ordered ...) because it's a great atmosphere and such good food! and they have parking ...

• Pros: good food and margaritas. parking lot. ambience
• Cons: WAIT STAFF

06/23/08

Great Food and Margaritas!

by justeatit

This place has really great food, everything tasted very fresh! The Margaritas are wonderful. I love the ambiance. Only complaint was the service. I think our waiter was a word citysearch won't let me use, but it begins with a J has an ER in the middle and ends with K. He sighed a lot and made us feel like he was doing us all a favor. I even had to order my last margaritas from the bar and take them to the table myself, because he was MIA. Just ditch the dork and it was a great place.

• Pros: Food, Margs, Pretty Place
• Cons: Wait Staff