I'd like to start this by saying that we have been ordering from Mezcal for a bit over two years and have done so because we believe that Mezcal Kitchen really does provide the best quality Mexican cuisine in our immediate area. That being said, our experience with Mezcal last night, as a business, lost us as customers indefinitely. I really feel it is unfortunate that I had to write this review.
Last night (02/20) we placed an order for delivery via Mezcal's website at 8:56 P.M. Shortly after placing the order, we received a confirmation email. In our experience, it has not been unusual to receive our orders between an hour to an hour and a half, which I believe is understandable. Both my fiance and I have worked in the service industry.
At around 10:23 P.M., we called Mezcal because we noticed that we did not receive the "receipt" email, as we typically do, and their closing time (10:30) was approaching. Upon calling, we were told by the young lady that we spoke to that our order was fine and that it had already been sent out for delivery... Apparently, that was not the case.
A few minutes later at 10:30, we received a call a number that wasn't Mezcal's (201-499****) and we were informed that our order was "received late" and that it had not been made. The young woman on the phone asked us if we wanted to wait for our order or if we wanted to cancel. Having already waited an hour and a half and being very hungry, we opted to wait. Our order was not complicated at all, so we expected not to have to wait that much more longer.
At 11:10, we called Mezcal; no answer. At 11:11, we called again; no answer. At 11:12, we called the second number; no answer. We called the second number again and we finally got an answer. The young lady who answered was completely unapologetic and gave me attitude when I asked where our food was. At this point we expected to still accept the food and to move along with our night. Because I really didn't want to write this review and I only wanted to inform management of the experience, I asked the young lady for her name and she hung up on me.
We decided that if this is going to be the level of customer service that we would be receiving after having been customers for so long and having waited so long for our order that we would no longer be customers of this establishment. We called the store and the second number twice to cancel our order, but both numbers did not answer.
Finally, we received a call from the delivery driver at 11:30 P.M. that our order was outside. More than two and a half hours from when we originally placed our order and an hour after we were informed that our order was "received late."
As a Latino man, I take pride in supporting Latino businesses especially in this pandemic. Mezcal has lost myself and my family as customers, after this horrible customer service experience. read more