AA
enthusiast
Posts: 465
Loc: Allen, TX
Reg: 07-20-09
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03-20-12 01:30 PM - Post#146827
What the heck happened to this place? It has gone to the gutters in the last year. I know it was never "great", but good enough for us yankees that moved down here, and we like their salsa more than others. But the last 3 times we have gone have had serious issues and I don't think we'll be back.
The first two instances were just slow service and we were comped in some form both times. Now, this past weekend we went for dinner at about 7pm and was told it would be a 15 minute wait. No biggie, to be expected on the weekend. As I looked around I counted 12 tables that were uncleared and empty and nobody seemed to pay any attention to them. We were eventually seated and our server took our orders as she should. We received our chips and salsa and on my first couple bites find a metal straightened-paperclip-li ke object about 6" long sticking out of it. The manager happens to walk by at that time so I inform him of it. His answer was "I'm sorry, but it's just a twist tie from the bread station next to the salsa station, it won't hurt you". He asked if I still wanted it after he took it out. Obviously I said no, and asked for a completely new batch. He brings me the replacement and again apologizes. A couple minutes go by and he walks by again and asked me if my new salsa is a little more "metal-less" to my liking? Apparently this is joking situation that I don't really find funny. We finally receive our food. My fiance has to send back her meal, because I pulled a long hair from her beans and her pulled pork taco was stoned cold. As we’re waiting for her meal to come back we start noticing how disgusting the restaurant was. The floors were COVERED in garbage like it hadn’t been swept all day. And we noticed that 10 of those same 12 tables were still dirty and there was still a wait. I watched one couple confront the hostess as to why they were waiting when all the tables were dirty, so she grabbed a random rag from underneath her table and went to the nearest 2-top table. Wiped all the crumbs from the table to the bench and from the bench to the crack between the bench and the wall, and went to grab the couple. Apparently she didn’t notice the piece of lettuce on the edge of the table (that I could see from 4 tables away) and the balled up napkins behind the drink menu. However, the couple did notice these items and moved themselves to a table that was in the middle of getting cleaned. We finally get our replacement meal and we finish as quick as possible to get out of there. At this time, 6 of the 12 tables are STILL dirty and everyone including the manager has walked passed them countless times.
This was our last attempt at this location. If we do go back to an OTB, it will be the Frisco location. I’m also considering writing corporate about the cleanliness, the manager, his comments and lack of concern for what I found in the salsa. Maybe if I ripped the inside of my throat apart while swallowing a twist tie he would be a little more concerned. I understand that things happen and it’s impossible to always prevent, but you have to take ownership of the mistake. Not just say “it won’t hurt you”
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Kristale
enthusiast
Posts: 143
Loc: Allen
Reg: 01-12-11
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03-20-12 02:06 PM - Post#146829
In response to AA
Yikes, what a horrible experience. We haven't been there in years.
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MCDUFF
enthusiast
Posts: 166
Reg: 08-21-03
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03-20-12 02:20 PM - Post#146835
In response to Kristale
Money, money, money. I really don't think a letter to the corporate offices would have any value.
Brinker sold On the Border a year or so ago. It became OTB Industries. The new owner is Golden Gate Capital. Golden Gate Capital was formed by a group of refugees from Bain Capital. It plain and simple was a leveraged buyout.
Does that mean it was bought for its' debt, its' ability to assume debt or some other reason? Only Golden Gate knows that. It is generally true that this type of purchase is rarely good for the consumer
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AA
enthusiast
Posts: 465
Loc: Allen, TX
Reg: 07-20-09
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03-20-12 02:31 PM - Post#146836
In response to MCDUFF
For god's sake, at least hire some bussers. I know they used to have them.
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MCDUFF
enthusiast
Posts: 166
Reg: 08-21-03
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03-20-12 03:06 PM - Post#146837
In response to AA
It was a leveraged buy out. Do not expect it to remain in its present configuration, or if it remains at all, for the long term.
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asmile4u
enthusiast
Posts: 778
Loc: Allen
Reg: 04-20-08
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03-20-12 03:21 PM - Post#146839
In response to AA
A couple of years ago we were going there on a regular basis. Their food was just different enough from all the other mexican food restaurants that for a change of pace we liked it. We would ask for the same waitress each time we went and she remembered us and would immediately bring our drinks out, as she would remember what we normally ordered. Then one evening we asked for her and they said she no longer worked there. Then it seemed like each time we went we would see more turnover in staff and management, until the service became awful. We went a couple of weeks ago, just to give them a try again. It was obvious there wasn't enough staff to provide adequate service and the smoke smell from the bar area carried in to the non-smoking area and was just terrible. Now we won't go back. Whoever is in charge or owns it doesn't seem to care about the quality of the restaurant and is losing customers right and left it seems.
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Joel
enthusiast
Posts: 330
Reg: 10-11-06
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03-20-12 03:49 PM - Post#146842
In response to asmile4u
Post your comments on their facebook page. They usually respond.
| Instead of trying to convince the other side they are wrong, why don't we come together to fix the things we all agree are wrong. We waste too much time and energy arguing when we should be united. |
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cp
enthusiast
Posts: 203
Reg: 12-14-11
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03-21-12 03:27 PM - Post#146897
In response to AA
What the heck happened to this place? It has gone to the gutters in the last year. I know it was never "great", but good enough for us yankees that moved down here, and we like their salsa more than others. But the last 3 times we have gone have had serious issues and I don't think we'll be back.
The first two instances were just slow service and we were comped in some form both times. Now, this past weekend we went for dinner at about 7pm and was told it would be a 15 minute wait. No biggie, to be expected on the weekend. As I looked around I counted 12 tables that were uncleared and empty and nobody seemed to pay any attention to them. We were eventually seated and our server took our orders as she should. We received our chips and salsa and on my first couple bites find a metal straightened-paperclip-li ke object about 6" long sticking out of it. The manager happens to walk by at that time so I inform him of it. His answer was "I'm sorry, but it's just a twist tie from the bread station next to the salsa station, it won't hurt you". He asked if I still wanted it after he took it out. Obviously I said no, and asked for a completely new batch. He brings me the replacement and again apologizes. A couple minutes go by and he walks by again and asked me if my new salsa is a little more "metal-less" to my liking? Apparently this is joking situation that I don't really find funny. We finally receive our food. My fiance has to send back her meal, because I pulled a long hair from her beans and her pulled pork taco was stoned cold. As we’re waiting for her meal to come back we start noticing how disgusting the restaurant was. The floors were COVERED in garbage like it hadn’t been swept all day. And we noticed that 10 of those same 12 tables were still dirty and there was still a wait. I watched one couple confront the hostess as to why they were waiting when all the tables were dirty, so she grabbed a random rag from underneath her table and went to the nearest 2-top table. Wiped all the crumbs from the table to the bench and from the bench to the crack between the bench and the wall, and went to grab the couple. Apparently she didn’t notice the piece of lettuce on the edge of the table (that I could see from 4 tables away) and the balled up napkins behind the drink menu. However, the couple did notice these items and moved themselves to a table that was in the middle of getting cleaned. We finally get our replacement meal and we finish as quick as possible to get out of there. At this time, 6 of the 12 tables are STILL dirty and everyone including the manager has walked passed them countless times.
This was our last attempt at this location. If we do go back to an OTB, it will be the Frisco location. I’m also considering writing corporate about the cleanliness, the manager, his comments and lack of concern for what I found in the salsa. Maybe if I ripped the inside of my throat apart while swallowing a twist tie he would be a little more concerned. I understand that things happen and it’s impossible to always prevent, but you have to take ownership of the mistake. Not just say “it won’t hurt you”
Interesting to read of your experience, as well as others, of which I'm terribly sorry to read about. We've considered dropping in a couple of times at OTB here but haven't gotten around to it. The one on Plano (15th/75) is excellent IMO. We've also eaten at the one over in Firewheel (190/Garland Rd), another excellent one.
I normally try to give the benefit of the doubt and try a restaurant even with bad reviews, just so I can come back and detail my experience. I'm not so sure we'd survive waiting in line here in Allen, as I'd probably be dealing with impatient kids and have to constantly ask what the hold-up is...
| "In religion and politics people's beliefs and convictions are in almost every case gotten at second-hand, and without examination..." -Samuel Langhorne Clemens, better known as Mark Twain |
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Michael
enthusiast
Posts: 1985
Loc: Allen
Reg: 05-20-02
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03-21-12 06:01 PM - Post#146905
In response to cp
I'm not so sure we'd survive waiting in line here in Allen, as I'd probably be dealing with impatient kids and have to constantly ask what the hold-up is...
Nobody goes there anymore, it's too crowded.
| I don't suffer from insanity. I enjoy every minute of it! |
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lostyankee
enthusiast
Posts: 1264
Reg: 10-27-05
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03-21-12 06:58 PM - Post#146908
In response to Michael
Why bother when La Finca Chiquita is around the corner practically...
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SoutherMiss088
newbie
Posts: 1
Reg: 03-21-12
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03-21-12 11:09 PM - Post#146914
In response to AA
This has been a regular spot for me since I moved out here a few years back and I've never had a serious problem here, nor have I ever seen it as dirty as you described. I go to this location off 75 multiple times a week and have only had a few minor problems, which happened on some of the busiest days of the week... which is bound to happen in even the most exquisite restaurants. I think that sometimes, people go in, have a bad experience, and over-exaggerate their experience.. which I'm guilty of at times too. I'm not calling you a liar, I'm just saying I think you may be jumping the gun on a conclusion of this place.. I've gotten to know most of the servers and the managers and they're all very friendly.. so it's hard to believe that they would tell you that "it's just a twist tie off of a bread bag." Anyways, like I said, I've been going here for years and not had a serious problem.. but if others don't want to give it a shot, then that's up to them.. I love the atmosphere and staff.
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meme_2009
newbie
Posts: 3
Reg: 03-21-12
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03-22-12 12:37 AM - Post#146916
In response to AA
Let me first say that I'm an ex-employee of this location and can GUARANTEE that almost everything you just said if false. The above poster may not be calling you a liar, but I will. You say that you brought to a manager's attention that you found something in your food and that a manager not only belittled your concern, but sassed you when he brought another salsa to you and asked you if you'd like another? COMPLETE LIE! The mission for the managers at this On The Border location is to make a customers experience in the restaurant the best that it can be, so that the customer comes back another time. If you tell them that you found something in your salsa, they wouldn't question you telling the truth, as crap happens, but they would immediately take the salsa away from the table, figure out what happened, and then dump all of the salsa from that batch. The stuff is made by hand, not out of a jar as some believe, so to make sure that the issue is resolved they'll dump the whole thing. At that point, they would return to your table and ASK if you wanted another salsa as to make sure you wouldn't be uncomfortable with another, since you found something in the last salsa you got. THEN, they would ask if there was anything that they could do for you, take care of your food, offer you a discount or some type of free dessert. They would under no circumstance backtalk a customer, as they DON'T want to lose their job! I have dealt with customers like you before who will come in, find a hair in their food or say something is cold or slightly incorrect, even though it's EXACTLY what was ordered, and instead of us arguing, we pretend that we made a mistake and not only correct it, but will try to compensate in some way, like paying for your meal, but you say no, that's not necessary, but then call the next day and complain to a manager that you were mistreated. It's ludicrous.
So let me tell you how it actually went down, as you have an altered perception of your visit. If you did indeed find something in your salsa, the manager would immediately remove it from your table to get it out of your face, why would you want to stare at it any longer? They'd then figure out how it got in there, never questioning your truth, but still asking to make sure that whatever happened, doesn't happen again, and to make sure they can manage the situation. They'd then go in the back and throw out all of the salsa that was made on that day. Contrary to popular belief, it doesn't come out of a jar, it's made in the restaurant, so they'd make sure that there was no chance of anyone else getting that salsa. they'd then come back to the table and ASK if you wanted any more salsa, they wouldn't just hand you new salsa because there's a chance that would make you uncomfortable, so they'd ask, then get it to you from a different batch. They'd then offer to comp your food in some way, take care of the check, give you a gift card, free dessert, something. So, were down to one of two scenarios, and I've seen both. You either took the free meal, gift card, etc. and are now blogging about the experience even though they made up for it, or you turned their offer away, claiming to be understanding, until you come to this site and bash them. Again, I've seen it, a customer comes in and says everything's okay, they say they understand things can go wrong and turn away the offers to redeem the restaurant, and thank the managers for their concerns, but turn right around the next day and call back to the restaurant to bash whoever tried to help. So which are you?
As for the dirty tables and the hostess pulling out a random rag, that's just stupid... If a table is left unclean for more than two minutes, the employees get yelled at and have to clean it immediately. There are no bussers to take care of the tables, it's the server's responsibility, so I'm sorry if there were 2 tables that stayed dirty for two minutes, but that's probably because your server was bending over backwards to get you and every other table they had refills on chips, salsa, drinks, tortillas, food, etc. and didn't have any spare time to immediately clean a table! As for the hostess, THEY KEEP A STACK OF CLEAN RAGS UNDER THE HOST STAND... You make it sound like she reached under a dirty table to grab a dirty rag and didn't bother wiping the table correctly. Here's how it probably went: The party that was wanting a table so bad had probably walked in 5 minutes prior to her getting them a table, but they claimed to have been waiting for an hour and a half, happens EVERY SINGLE NIGHT, but what do you do, tell the customer that you logged them in the book 5 minutes prior to that as soon as they walked in? NO. Instead, she pleased the unruly customers, who were probably yelling at her. It's not her job to clean tables, but because they were probably yelling and impossible to deal with, and there was nothing else she could do because each server had 10 tables apiece, she grabbed a CLEAN towel from the podium at the front, and cleaned a table off for them. If you're under the pressure of getting yelled at, keeping your composure and not yelling back, and then you go and do someone else's job, chances are you're going to miss a FRIEKING PIECE OF LETTUCE!
I URGE you to go take a job at this location, you'd quickly understand the rude, unruly customers that the managers and servers have to deal with. You'd immediately understand that your perception of reality during the experience at On The Border was completely wrong. I no longer work at this location, nor do I work for On The Border it's just too hard of a job. My current job at a Jason's Deli doesn't require me to run a marathon trying to refill salsa, chips, drinks, butter, and tortillas for customers that are chugging them down to see how fast I can run back and forth, to only tip me $1 on a $100 tab. No reason to make $2.13 and hour to get a $1 tip for an hour and a half. Believe it or not, that's how much they make an hour, they depend on tips, so when you take all of their attention for an hour and more, then only leave $1 after spending $100 on food, while keeping them from their other customers, you're screwing them over. Maybe they should walk into your job and make you do a whole bunch of unnecessary crap so that you're not able to actually work and make money... Just something I thought I'd throw in there, just glad to be out of that.
Edited by meme_2009 on 03-22-12 12:44 AM. Reason for edit: No reason given.
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 Webmaster
Community Manager
Posts: 3112
Loc: Allen, Texas
Reg: 01-24-00
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03-22-12 02:19 AM - Post#146917
In response to meme_2009
As a new member please read the forum rules.
"Common sense, basic etiquette should guide your online conduct. Debate and disagreement are normal and acceptable as long as it doesn't become discourteous. You may dispute opinions and facts, but do so with facts and information that focuses on the issue and not on the person. Personal attacks are not allowed and they are defined as comments that reflect upon a person instead of their opinion. Flames and insulting criticism are not allowed.”
Webmaster
Allen finds it on. . . Allen Online! |
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AA
enthusiast
Posts: 465
Loc: Allen, TX
Reg: 07-20-09
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03-22-12 07:13 AM - Post#146919
In response to meme_2009
@meme, you apparently did not read my post at all. As I said, the manager apologized twice. He DID bring me a new salsa without asking if I wanted a new one which was fine. The problem is how it really was not a big deal to him and that he decided to make jokes about it the rest of my visit. It was also concerning that he immediately knew what it was and where it came from before we even took it out of the bowl. That tells me that this is probably not the first time it has happened. And he did NOT ask to comp anything and I never expected him to. As I said, I understand that these things happen, but I expect it to be handled with maturity and class, not making jokes about it. I am not a confrontational person and I've NEVER look for handouts. The first two comps that I mentioned, the first was a free desert for the wait, and the other wasn't even me, it was my fiance at lunch with her office and they waited an hour to get their food. The manager comped all their meals. So no, I did not take anything, but I do see the need to share my thoughts on how this place has gone downhill because it WAS one of our regular stops.
As for the dirty table. I counted 12 tables when we got there, many more than the 2 that you IMAGINE. And when I left, 6 of those were STILL dirty. These tables and the people waiting when those table were dirty was not hear-say, I'm sitting at my table watching it all happen. There was also a server tray on the easel thing behind me that was filled with dishes for more than half of my visit. I never said the hostess took a rag from under a dirty table. "grabbed a random rag from underneath her table", meaning the hostess table, but it by no means was clean unless they stock clean rags in a wet ball. And IMO, a piece of lettuce left on the table top and a balled up napkin by the menu is not acceptable and I'm pretty sure you would also not find it acceptable if you were seated there.
Now, to reply to your retaliations to wear their shoes one day. One year in college I worked AS A BUSSER at a popular themed restaurant in Michigan (Jimmy Buffet's Cheeseburger in Paradise)that averaged a 2 hour wait non-stop from open to close for the first year we were opened. I do understand low tips, rude customers, high expectations, running with my head cut off, etc. And OTB is very slow paced and much less table turns compared to that, so don't make it sound that it is the most hectic restaurant. As I said, hire some bussers or get some servers that care.
Unfortunately, I did not take pictures of all the garbage on the floor, the twist tie, the hair in the rice, the lettuce and balled up napkin, the wait with numerous dirty tables, the hostess using a dirty rag to "clean", and my UN-COMPED meal bill to prove you wrong. But I really wish I did to put you and your OTB expertise and pride to shame.
So I guess this experience is going to have to be looked at as a "he said/she said", but in this case, the he said is from a first person perspective and the she said is an assumption of what might have happened. Don't think that's how it normally works, but you "GUARANTEE that almost everything (I) just said is false". So members reading this; take that as you will.
I am an active member here that loves to spread the word on Allen businesses. Fortunately, a majority of them are good reviews. In turn, when I have a bad experience, I am not afraid to share it. This was definitely a BAD experience. But maybe you should read my review from next door Matt's to find out how service is supposed to happen.
"We finally went (to Matt's) for lunch today. I had the CFS and thought it was very good. Probably the 2nd best I've had (BJ's being #1 surprisingly). My fiance had the tostada's and neither of us cared for them. The beef had a very weird flavor in it. The chips and salsa were great we thought. Really fresh crispy chips and salsa with just enough of a kick.
I'm not sure what everyone is talking about the service. I waited at the host stand for about 10 minutes waiting on my fiance, and the host made small talk with me and I was asked if I needed anything by about 3 different people. One we were seated, the host actually got the drinks for us because the server was just starting to take the table next to ours order. Chips and Salsa were brought out by the "chips and salsa lady", our server then took our food order, food was brought out by a dedicated runner it seemed, drinks were filled by a server from a couple tables over that just happened to see that our glasses were getting close to empty, and my table was cleared and the bill was given to me by yet another server. This wasn't because our server was slacking, he still checked up on us a couple times, it's just that they happened to walk by and helped out. That kind of teamwork looking out for each other goes a long way. So props on that. And this was in the middle of a weekday lunch rush with a full house.
We'll be back to try more on the menu. "
Welcome to the boards, but I suggest not attacking other members and calling them "liars" or else you will be looked down on and not wanted. And there are members that will chase you out of here. You are lucky I am not one of them.
Edited by A Achterhof on 03-22-12 07:39 AM. Reason for edit: No reason given.
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asmile4u
enthusiast
Posts: 778
Loc: Allen
Reg: 04-20-08
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03-22-12 10:33 AM - Post#146929
In response to AA
Since we will not return to OTB, we went to Matt's again last night. At one point, I realized that the forth different person had just helped us. Not complaining at all. One brought our drinks, one chips/salsa and took our order. Our actual waiter brought our order to us. BTW, the meals were excellent and hot. Another re-filled our drinks at appropriate times and our waiter brought our ticket and cleared the table. Whatever problems there may have been there when they first opened, seem to have been addressed.
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meme_2009
newbie
Posts: 3
Reg: 03-21-12
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03-22-12 03:37 PM - Post#146945
In response to Webmaster
Sorry, I wasn't trying to bash the person that posted the review himself, what I was saying was aimed at a general group of people that go into that restaurant all the time.
@Achterhof: I'm really not going to make any more arguments, it's not going to go anywhere. Yes, there are some servers that do put a bunch of crap on a tray on a stand and they just leave it there for a while, for some reason a lot of people that are new to serving think that's okay, it happens quite often at first, so if that was the case then you have reason to be upset with that. As for the dirty tables, you can't expect them to have every single table clean and ready to go, the servers can only handle so much, so if they're all overloaded, and understaffed, then there may be empty tables, and instead of cleaning them off in a hurry, they were probably more focused on their current customers.
As for your comment on OTB being slower paced, I think you may be a little mistaken on that. I have no doubt that that place you worked at was busy and kept you on your feet, but look at it this way: OTB has free chips, free salsa, free tortillas, and free refills on drinks. A good number of people come in, eat a lot of that stuff, and then order something small as an entree. This gets to be a problem when you have to run back and forth for chips, and ESPECIALLY tortillas for a family of 5 or 6, it gets to where you just don't stop at all. I've worked at a few other restaurants before, none in too populated of an area, but still busy nonetheless, but those restaurants didn't have free appetizers, more like $7 for an order of cheese sticks that takes one time to bring out. It may not see like a lot of work, but when people com in hungry and scar down chips and salsa, not only are they going to need a refill on those, but because of the salsa, they need drink refills. Then if a customer asks about tortillas we were required to tell them they were free. Once people hear that they go crazy. Just saying, keep an open mind about how hard they work.
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TC2112
enthusiast
Posts: 750
Reg: 08-16-07
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03-22-12 11:28 PM - Post#146959
In response to AA
They allow smoking, so we don't go.
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MissingChico
enthusiast
Posts: 2228
Reg: 02-13-06
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03-23-12 08:27 AM - Post#146964
In response to TC2112
I actually enjoy OTB on occasion, however the one thing that keeps me away more than any is the insanely inconvenient location. Having to drive a half mile through parking lots or take a back road just to get around to it turns me off. This must be true for the others in the area, there seems to be quite a turnaround in those buildings. They could greatly improve the business in that area by pulling the off ramp back a few hundred feet.
| I get my news from the Comedy Central and my comedy from Fox News. |
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iloveOTB
newbie
Posts: 2
Reg: 03-29-12
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03-29-12 05:15 PM - Post#147262
In response to MissingChico
We'll make a note of your thoughts & let our development & operations team know.
Edited by iloveOTB on 03-29-12 05:17 PM. Reason for edit: No reason given.
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iloveOTB
newbie
Posts: 2
Reg: 03-29-12
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03-29-12 05:17 PM - Post#147263
In response to AA
We are so sorry about your poor experience, this certainly isn't what we like to hear nor what you should expect from this or any On The Border location. Please give us a call at 1-888-682-6882 so we can work to make this right for you. If you prefer to contact us via email, go to ontheborder.com.
Thanks for reaching out, we look forward to hearing from you!
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AA
enthusiast
Posts: 465
Loc: Allen, TX
Reg: 07-20-09
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03-29-12 06:08 PM - Post#147265
In response to iloveOTB
I appreciate your response and your offer but I won't be calling. I don't want to be "that guy" that is looking for handouts. If you would really like to help, maybe schedule some secret shoppers at this location or do a surprise inspection. That should be helpful for everyone. And for god's sake, hire some bussers. That is not that much of an operations cost. And according to your past employees that have worked there, they are highly needed.
Thanks!
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Joel
enthusiast
Posts: 330
Reg: 10-11-06
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03-29-12 08:54 PM - Post#147271
In response to AA
AA,
Take them up on their offer. It can't hurt to give them a chance to make it right. Maybe they do a great job and you decide you like the place.
As it stands, they have lost a customer for life, and you are out good money on a bad experience. That is a lose/lose situation.
| Instead of trying to convince the other side they are wrong, why don't we come together to fix the things we all agree are wrong. We waste too much time and energy arguing when we should be united. |
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Maurice
Community Expert
Posts: 3981
Loc: Allen, TX
Reg: 12-03-01
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03-30-12 02:42 PM - Post#147316
In response to Joel
I'd say give them another shot to make it right AA, all the time's I've been to this location have been good experiences from day one. At least they are willing to listen and show some good customer service by trying to make things right, something other places could learn from in Allen.
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MissingChico
enthusiast
Posts: 2228
Reg: 02-13-06
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03-31-12 09:44 AM - Post#147395
In response to AA
I appreciate your response and your offer but I won't be calling. I don't want to be "that guy" that is looking for handouts. If you would really like to help, maybe schedule some secret shoppers at this location or do a surprise inspection. That should be helpful for everyone. And for god's sake, hire some bussers. That is not that much of an operations cost. And according to your past employees that have worked there, they are highly needed.
Thanks!
Dude, you are far too full of misdirected pride. This is a company offering to make your experience right, how often do you get that in this corporate run area? This isn't a handout, just an opportunity to get back to even.
| I get my news from the Comedy Central and my comedy from Fox News. |
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asmile4u
enthusiast
Posts: 778
Loc: Allen
Reg: 04-20-08
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03-31-12 12:24 PM - Post#147400
In response to TC2112
As much an anything, it was the overwhelming cigarette smoke odor in the dining area that completely ruined it for us.
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MCDUFF
enthusiast
Posts: 166
Reg: 08-21-03
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03-31-12 12:25 PM - Post#147401
In response to MissingChico
This is an interesting thread. To take the offer to get even seems like an expansion of an entitlement society.
Most businesses conduct customer surveys that contain some number of questions. Regardless the number of questions the business is really interested in only 2 of the questions - will you come back and will you recommend this business to others. This business initially demonstrated they had no concern whether the original poster would come back or not. It was not until the problem went "viral" that OTB paid any attention at any level.
Now, they want to buy him off. Why not give good service in the first place and everyone would be happy. To cut expense at the cost of one customer is perhaps acceptable. It is the second question that gets the attention and it did. To settle and get even proves poor service pays.
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Maurice
Community Expert
Posts: 3981
Loc: Allen, TX
Reg: 12-03-01
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03-31-12 06:05 PM - Post#147409
In response to MCDUFF
I am of the same mind, if a company wants to make things right (and I've had that experience in the past) they will do something right away as they should, if there was an error on their part, poor service, attitude etc. But many companies don't care anymore because people will go back, following the herd mentality. I'm simple, if you give me good service, food etc I'm a solid and reliable customer as I'm getting what I pay for. If you turn me off by not caring, you've lost me for good regardless of how popular or trendy a place might be. There are a couple of places in Allen I refuse to do business with and many others I keep going back to because of those reasons above.
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MissingChico
enthusiast
Posts: 2228
Reg: 02-13-06
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04-02-12 09:34 AM - Post#147473
In response to TC2112
They allow smoking, so we don't go.
OTB will be a NON-Smoking restaurant in just a few weeks. I'm told their corporate management has made this decision for all their locations.
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mgrayar
enthusiast
Posts: 3165
Reg: 09-25-09
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04-02-12 09:48 AM - Post#147477
In response to MissingChico
That seems lIke a good move for such a family area. I have to make my dining choices based on this fact first and foremost since second hand smoke is so bad for kids with lung issues. We are now pretty well versed on where we can and can't go.
I wonder how much business will choose to go elsewhere so they can smoke. Is that number really as small as it seems to a non-smoker. I know so few smokers now, and the ones I do know don't smoke enough that an hour meal would be torture without lighting up.
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AA
enthusiast
Posts: 465
Loc: Allen, TX
Reg: 07-20-09
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04-23-12 02:06 PM - Post#148321
In response to AA
What the heck happened to this place? It has gone to the gutters in the last year. I know it was never "great", but good enough for us yankees that moved down here, and we like their salsa more than others. But the last 3 times we have gone have had serious issues and I don't think we'll be back.
The first two instances were just slow service and we were comped in some form both times. Now, this past weekend we went for dinner at about 7pm and was told it would be a 15 minute wait. No biggie, to be expected on the weekend. As I looked around I counted 12 tables that were uncleared and empty and nobody seemed to pay any attention to them. We were eventually seated and our server took our orders as she should. We received our chips and salsa and on my first couple bites find a metal straightened-paperclip-li ke object about 6" long sticking out of it. The manager happens to walk by at that time so I inform him of it. His answer was "I'm sorry, but it's just a twist tie from the bread station next to the salsa station, it won't hurt you". He asked if I still wanted it after he took it out. Obviously I said no, and asked for a completely new batch. He brings me the replacement and again apologizes. A couple minutes go by and he walks by again and asked me if my new salsa is a little more "metal-less" to my liking? Apparently this is joking situation that I don't really find funny. We finally receive our food. My fiance has to send back her meal, because I pulled a long hair from her beans and her pulled pork taco was stoned cold. As we’re waiting for her meal to come back we start noticing how disgusting the restaurant was. The floors were COVERED in garbage like it hadn’t been swept all day. And we noticed that 10 of those same 12 tables were still dirty and there was still a wait. I watched one couple confront the hostess as to why they were waiting when all the tables were dirty, so she grabbed a random rag from underneath her table and went to the nearest 2-top table. Wiped all the crumbs from the table to the bench and from the bench to the crack between the bench and the wall, and went to grab the couple. Apparently she didn’t notice the piece of lettuce on the edge of the table (that I could see from 4 tables away) and the balled up napkins behind the drink menu. However, the couple did notice these items and moved themselves to a table that was in the middle of getting cleaned. We finally get our replacement meal and we finish as quick as possible to get out of there. At this time, 6 of the 12 tables are STILL dirty and everyone including the manager has walked passed them countless times.
This was our last attempt at this location. If we do go back to an OTB, it will be the Frisco location. I’m also considering writing corporate about the cleanliness, the manager, his comments and lack of concern for what I found in the salsa. Maybe if I ripped the inside of my throat apart while swallowing a twist tie he would be a little more concerned. I understand that things happen and it’s impossible to always prevent, but you have to take ownership of the mistake. Not just say “it won’t hurt you”
My fiancé received a gift card last week for her birthday so we decided to use it at OTB this weekend; but not in Allen. Like I said, we really like OTB but will not be going back to Allen location ever again. What a difference the Frisco location (121&Preston) is from Allen. This is what it is supposed to be run like.
7pm on a Saturday, only a ten minute or so wait. Place was full and energetic. When we were seated our waiter brought chips/salsa and took drink orders almost immediately. After we place our order, I started pointing out on how fast the tables were getting cleaned and turned. I did not see a single table dirty for more than 5 minutes before they were seating again. Even the 12 top table was cleaned almost instantly when three servers and a hostess all teamed up on it to quickly separate the 3-4 tables and fill them right away. The manager was constantly strolling around and even picking up loose items on the floor.
On to the food. We both ordered exactly what we had last time at Allen. Mine came out even better than the good serving I had before. My fiancé’s on the other hand, was wrong again (wrong entrée). No biggie, like said before, I understand things happen in a hectic kitchen. They made the swap with the correct order, and once she got it, was more than satisfied with it.
With this said, my hats off to the Frisco team and management. You did your part in keeping me an OTB fan. I may not make a trip to Frisco specifically to see you, but when in town and looking for a place to eat, you will be a top seeded option.
To Allen location, this has shown me that you really need to step up your game. Hopefully you are aware of how much Mexican competition you have in a 5 mile radius, not to mention the one right next door.
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