Complaints

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A group of us ( 6 people) went to El Encanto on Thursday 10/19/2023 for lunch and our total bill was $371.59. We chose this restaurant to celebrate our friends birthday, but it ended up being a terrible experience for all of us on this special occasion. We were extremely unsatisfied with the attitude of the restaurants manager. She was rude, ignorant, arrogant, and unprofessional. First of all, when she brought the wrong food to our table, she just took the food away without saying a word to us (we did not even have a chance to ask what kind of dish it was). She did not apologize or even bother to acknowledge she brought the wrong food. Second, we were charged a $35 cake fee on top of the 20% gratuity. We were fine with the 20% gratuity, even though minimal services were provided to us. When we brought the cake in the restaurant, the hostess offered to store/refrigerate the cake for us, however no one informed us that a cake fee will be charged. When we questioned the cake fee, the server was nice enough to check with the manager to see if the fee can be waived. The manager refused to waive the fee and stated that we chose to eat our own cake instead of ordering the desserts from the restaurant. We did asked for the dessert menu, but no one bothered to bring it to us. We wouldnt believe that a manager would make such a statement. Besides that, we were extremely annoyed with the fact that the manager did not even have the courtesy to come to our table to explain the cake fee. She just sent the server back saying that the fee can not be waived. The experience on Thursday 10/19/2023 was unacceptable and the cake fee was ridiculous. We contacted the restaurant but received no response. Our group believe that it should be brought to someones attention, therefore, we decided to file a complaint against this restaurant with BBB.

  Business response

  11/04/2023

  We have already resolved this issue. We spoke directly to ***** and after a brief discussion we issued a refund of $35 for the cake fee. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩