Carlos O'Kelly'sBad dining experience

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a verified customer
Verified customer

Carlos O'Kelly's Mexican Cafe -

Talk about a bad dining experience.

2 Aug 07 My wife and I decided to take our daughter to Carlos O'Kelly's in Manhattan Ks. for dinner. My daughter who lives in Manhattan got there first. She got us a table and herself a drink. We came in a few minutes later and went over and sat down. So far so good. My wife decided to go use the rest room. We live out a ways so it is a common practice to have to go when we go, or at least when we get, to where we have gone.

As my wife gets up she asks me to order her a margarita. The waitress comes to the table as my wife is walking away. I order our drinks. My order is met by "can't order your wife a drink till she is back physically setting at the table" Now I ask, what kind of crap is that? I told her that's silly she's right there you saw her get up. (I pointed to my wife now just reaching the restroom). Again the girls reply was a long way from what I would term a customer friendly voice and she told me NO! I can't do it.

I reiterated how silly that was and was now a little pissed. I ask why I could not order the drink. I was told that I might be buying a drink for an underage person. Now I am insulted on top of upset. She is implying what I "might" do. A person "Might" do anything. I do not think it is her position to tell me what I "might" do.

It gets worse as I have done this in the past (order drinks that is). I am an older guy and ordering drinks, opening doors, and general Chivalry is what I do. So I ask to speak with a manager. The manager comes over and I proceed to let her know I am upset that I could not place my order. I had to order one drink and now wait until someone noticed me again and then order another. This is a misuse of my time. She (the manager) never once apologized for the inconvenience. Instead she incited me by asking if I know the law. What the h*@ll? She further went on to inform me that we were in a college town and "people" try all kinds of things.

When I think my dinning experience could not get any worse she added that little implication that I may be trying to do something illegal. She successfully added injury to the insult by this implication as everyone is now looking at us. I was embarrassed, my daughter was embarrassed, and my wife is now trying to hide her face. I actually had to tell the manager to "go away". She kept trying to quote laws to me.

We tried to salvage our dignity by trying to pretend that we were not upset. We carried on with our drinks (we had just two each) then dinner. How I have eaten in this same restaurant many times. I think I know what the portions should be but that night… I had what I would describe as “baby portions” they were currently not what I usually get.

My wife and I will meet our daughter in town 2-3 times a month. We have eaten at Carlos O'Kelly's many times, probably more then 100 times over the years. Ordering drinks has never been a problem in the past and the portions have never been so small. I am at 100% belief that the portions were a retaliation for my complaint. But worse yet, I think the service attitude has changed. It seams, they are not there to serve me, it is my responsibility to go in sit down and eat without expectations. That is wrong on Sooooo many levels.

We as customers need to stand up against bad service. Every time we ignore or brush off someone’s rudeness because we don’t want to make a seen only makes the next experience worse. I am a good customer when I am treated with courtesy and respect. I not only expected a simple “I’m sorry, let me fix that”, but I as the paying customer deserve that.

I can go on as I complained to Jim Wright, Regional Manager, Carlos O'Kelly's [protected] He defended the bad service practice by saying “It sounds like the waitress followed our procedures as far as checking I.D's before serving”. I would like to point out that no one ever checked our ID. He too, should have handled it as if the customer was his primary concern.


  • Do
    Donna K. Long Apr 09, 2013
    This comment was posted by
    a verified customer
    Verified customer

    My husband ate dinner at Carlos O' Kelly's on 4/8/13. We received a ad showing the new brisket taco's. What a joke. One of my taco's didn't even have any meat in it, only onions and bell peppers and the 2nd taco had 2 stringy pieces on what seem to be a fatty pot roast. My husband's was just as bad. When we showed the waitress, her answer was well they really didn't have any control over how much meat was in each one, but she would bring me another one. The manager came over at our request and she said for me to go on line and talk about the problem. She said she could turn it in, but nothing would be done about it. The manager said that corporate gave them their guide lines and they had really cut back. Can you believe that? What a horrible experience it was.

    0 Votes
  • Ma
    Mandy Jul 27, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I have already tried to post a reply before but it didn't work. Here goes.

    You really should get over yourself. You act like you are God or something. I would hate to wait on you. It's the law if you are ordering a drink for someone young they must card that person. If they can't legally order it themselves then they don't get it period. Duh! It amazes me how many people can't grasp that concept.

    0 Votes
  • Am
    Amy May 18, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Sounds like you embarrassed yourself. They have rules like this for a reason. Underage drinking isn't a joke and the staff doesn't know you personally. You should be thanking them that they are doing their job. It is people like you that make customer service jobs hell.

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