Elaina L.
Yelp
Love love love this place but had a bad experience tonight. Also seems like overall, they are having a hard time keeping up with their customers.
It took a very long time to order and get our food, as it did the last time I went a few weeks ago. The guy at the front taking orders was very friendly, but slow since he was taking orders, bartending, helping serve, and clean. They definitely need at least one or two other people helping up front. They weren't overly busy tonight but I was about 8th in line and that took about 15 minutes. Then from the time we ordered to the time we were served it was at least another 30-40.
As many other places, the price was pretty hefty too. We ordered some nachos, two pupusa Colorado plate, a chile relleno, two strawberry agua frescas, and another single Colorado pupusa to go. It was $98!!!
Our waiter was friendly enough, but he delivered the dish quickly and dashed off before I could tell him he gave me the to go order instead of the relleno I ordered. So since it has already been so long and he was no where in sight, I just ate it and figured my husband might just have a relleno to go later on instead.
As it got closer to closing I went up and told the front that I was checking on the to go order because we hadn't gotten it yet. He punched some buttons on the iPad and said they are getting it together.
As soon as I sit down, my relleno plate arrived on a plate to be eaten in the restaurant - about 30 minutes after our other food was served. I tried to tell the waitress that it was supposed to be wrapped up to go. (I didn't even get into the issue of it being the wrong to go order) She only spoke Spanish and asked if I spoke Spanish. I replied that I did a little and got the point across that it was meant to be to go. She stopped, breathed out hard, rolled her eyes and stomped over to the shelf with to go cartons, came back and dumped my plate in a to go container while staring me down! The chile relleno plopped down in a mess with the red chile sauce and the plantains in a huge mixed up pile. It was very rude and uncalled for since I had asked nicely, and the mistake was on their end to begin with. In addition, I had just eaten the incorrect order earlier to make it easier on them. She gave me another dirty look and without another word, stomped away in disgust. So while I was getting my sloppy to go order ready, another bag with the correct to go came by and got delivered to our table. So we picked it up and left. So my husband had the choice between the relleno and the pupusa he ordered. Of course he chose the pupusa because who wants a huge mangled mess of sweet plantains and chile thrown in a red sauce. Not appetizing!
I am sad because this was one of my favorite spots in Colorado Springs and I feel like the service has gone way downhill. It's unfortunate because I think it will hurt their business. My husband and I own a tap house and kitchen in Denver, so we realize how hard it is to run a successful business in food. Monse's needs some help with their management and customer service before it becomes the death of their business. Customers also don't need to be treated so badly when asking for something, especially when it is fixing a mistake they made in the beginning. I hope they find help because the food is really so good.
Don't really want to return until they make some positive changes.