Pappasito’s – Arlington, TX Location
321 W. Road to Six Flags
December 18, 2015
I typically do not comment on or review large chain operations. Their practices are what they are for a reason: profitability. They genuinely do not care for the customer experience beyond insuring their brand is not tarnished by rogue comments from some social media diva such as yours truly. So why bother? Well today I bother. I simply feel like ranting.
I recently visited Pappasito’s Cantina in North Arlington, Texas. The Pappas brand historically is a cream of the crop set of operations ranging from the Pappadeaux cajun restaurants to their Pappas Burgers restaurants to their flagship Pappas Brothers Steakhouse. I’ve never gone wrong before by popping into a Pappas brand for a reliable meal. Unfortunately, my last two visits to Pappasito’s in North Arlington were underwhelming at best. So instead of making a ruckus at the restaurant on a busy Friday night I decided to submit my frustration via their comments system clearly printed on my dinner receipt. Following are my online comments I submitted to Pappas Corporate within 24 hours of my recent visit:
Two major complaints. First up, your practice of flip that table is excessive. We felt rushed the entire meal, especially being handed our check while still eating our entrees and told “it can be changed if you want dessert”. Second, your food has really gone downhill. Everything I ate needed salt. EVERYTHING. Beans undercooked. You charge premium pricing for Tex-Mex food. You should serve premium food. It was bland across the boards and lackluster at best. This was my second visit in 30 days and consistent results both visits.
Following is the canned corporate response I expected received within 24 hours of submitting my comments:
Dear Mr. Dulworth,
Pappas Restaurants welcomes feedback from our Guests. We make efforts to utilize the information toward improving future dining experiences. We regret that you found circumstances of your recent visit disappointing. Your comments will be shared with the restaurant General Manager and we will follow up with you formally via the mailing address you provided.
I’M WITHHOLDING NAME
Pappas Guest Relations
**Please do not reply to this e-mail**
…Please do not reply to this email. Yeah, I won’t. Why? Because nobody will get it except the corporate email server that’ll dump it into the bit bucket.
…and here I sit waiting for that response from the General Manager six days later and counting….
For the record on this particular visit I had the Chicken Fajitas ($20.95; ouch) with fresh flour tortillas, refried beans, pico de gallo and guacamole. I wanted sour cream and cheese so I had to pay extra for “The Works” ($4.95) to get a small dollop of sour cream, a little bit of shredded cheddar cheese and a huge pile of inexpensive lettuce and peppers which I didn’t want. As already indicated in my comments above everything I had was bland, requiring a liberal dose from the salt shaker on the table and the refried beans were flat out undercooked, firm and almost chewy. This dish is not recommended.
$25.90 to be rushed to eat bland food. I must be insane.
All the usual speel to wrap things up. Casual attire, free parking in the lot in front, major credit cards accepted, yada yada yada.
Conclusion: shame on you Pappasito’s. You’ve lost your way. I won’t knowingly go back without some arm twisting.