Chiquito

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We have been to the Hanley, Stoke on Trent branch tonight and wish to compliment the fantastic customer service. I ordered the chicken baja bowl but found it very spicy. Despite being incredibly busy, one of the waitresses noticed I wasn't eating and came to check on us. I explained it was quite spicy and asked if they could add some sauce to cool it. The waitress said she could do, but offered to remake the meal so that it was milder. The remade food arrived quickly and was very tasty - not as spicy. Another waitress also came to check we were happy with the remade meal.

As we came to pay the bill, we were informed then by the waitress that the remade meal was free of charge. She explained that the company want customers to be happy with their meals and experience, and that they will endeavour to keep customers satisfied.

Unfortunately I didn't catch names but hopefully you can check the staff rotas to find the 2 young ladies who looked after us tonight. I hope they are recognised for going above and beyond their roles and for promoting your brand, policies, and reputation in such a positive way.

Many thanks

Natalie Cosby

Lovely place with a very nice atmosphere! Dan’s espresso martini was the best! Very polite and lovely staff! Kubilay did a very good job with his recommendations! Definitely I am coming back !

Love it here, we go when ever we can. Its a shame they changed the menu tho, we like the freedom of the larger menu but i can see why they have done it x

Hi, I just wanted to say what an amazing meal we had yesterday at your Stoke on Trent restaurant. Myself, partner, our daughter and my in-laws came for lunch today. We were served by Joffie who made us very welcome from when we first arrived. Nothing was too much trouble. He catered for our every need. My daughter who has additional needs and struggles with different foods and sensory issues etc. He dealt with everything brilliantly and put my daughter at ease and chatted to her about it. Was very sympathetic, understanding and totally got it! Wish every restaurant, retail premises etc was like this!! He even arranged for a little birthday surprise for my partner and sang happy birthday with other members of staff to him aswell. The food was amazing also!! The food, the staff, the atmosphere, everything was brilliant! Joffie and the other staff here are a credit to your restaurant chain? We will definitely be returning!!

The atmosphere seems pleasant, and the food and cocktails are terrific! I am disappointed that they took my favourite cocktail off the menu - the avocado and passion fruit margarita (...I'm probably the only one that likes it!) but I was delighted when the bar staff made one specially for me last time.

We had a great night, service by Kub was brilliant though his sour faced female colleague could do with some Customer Service training! Unfortunately, as soon as we all got home we all experienced very upset stomachs, and still feel rough today.

Can only think of the chicken wings

as the guilty culprit as that was all we had in common. A birthday meal spoilt.

Took my girl for a 12th birthday. Ordered a sharer for 4. Disappointed when it came with barely any cheese on the nachos and , though it had 4 pieces of corn, 4 breaded peppers it only had 2 pieces of chicken and 3 tortilla parcels. Had to toss a coin to see who got what. When I asked the waitress I got the answer that "its just how it comes, it's a sharer for 3-4 people! " Would a sharer for 2 come with only 1 piece?? Mentioned the nachos with a reply of "ok I'll let them know".

Main was fine but then the cinnamon pineapple dessert I had was so tart it wasn't enjoyable and couldn't taste cinnamon at all!

The food was ok, service terrible. Really slow. We were seated and then ignored until we stood up to grab the attention of the waitresses who were all behind the bar (which was empty of customers). When the drinks arrived the wine glass was dirty. The food order was sent out incorrect with an enquiry as to whether it would be acceptable to us?? This meant that one member of our party ate later than us as they had to wait for it to be cooked again. All in all the food itself was fine but I would not recommend or return due to the poor experience/lack of service.

The food here when we've been has always been fantastic and last night it was good as always and I would of given 5*. This occasion though we felt the staff weren't as pleasant. We waited a good 15 minute's until someone took our order and they didn't even look at us just mumbled what did we want and tapped away on his phone and tablet, I understand you use these to take orders but he could of looked up and acknowledged us properly a bit more of how are you today what would you like to order would of been sufficient enough. Another long wait until the starter arrived and we still hadn't had our first drinks brought to us. Then a turn around they quickly followed with the main but they hadn't even taken away our plates from the starter. Puddings came out ok but after finishing and waiting another long time my partner decided to go find someone so we could pay. Overall the atmosphere felt cold and staff weren't bothered at all, the restaurant was not busy we had booked I felt an early table just before 7pm as we had a young child with us so no mad rush of people. I've always found the price quite reasonable for the food standard, but this time felt like we were let down by the staff and a bit of an overall dissapoitment.

We have been to the Hanley, Stoke on Trent branch tonight and wish to compliment the fantastic customer service. I ordered the chicken baja bowl but found it very spicy. Despite being incredibly busy, one of the waitresses noticed I wasn't eating and came to check on us. I explained it was quite spicy and asked if they could add some sauce to cool it. The waitress said she could do, but offered to remake the meal so that it was milder. The remade food arrived quickly and was very tasty - not as spicy. Another waitress also came to check we were happy with the remade meal.

As we came to pay the bill, we were informed then by the waitress that the remade meal was free of charge. She explained that the company want customers to be happy with their meals and experience, and that they will endeavour to keep customers satisfied.

Unfortunately I didn't catch names but hopefully you can check the staff rotas to find the 2 young ladies who looked after us tonight. I hope they are recognised for going above and beyond their roles and for promoting your brand, policies, and reputation in such a positive way.

Many thanks

Natalie Cosby

Lovely place with a very nice atmosphere! Dan’s espresso martini was the best! Very polite and lovely staff! Kubilay did a very good job with his recommendations! Definitely I am coming back !

Love it here, we go when ever we can. Its a shame they changed the menu tho, we like the freedom of the larger menu but i can see why they have done it x

Hi, I just wanted to say what an amazing meal we had yesterday at your Stoke on Trent restaurant. Myself, partner, our daughter and my in-laws came for lunch today. We were served by Joffie who made us very welcome from when we first arrived. Nothing was too much trouble. He catered for our every need. My daughter who has additional needs and struggles with different foods and sensory issues etc. He dealt with everything brilliantly and put my daughter at ease and chatted to her about it. Was very sympathetic, understanding and totally got it! Wish every restaurant, retail premises etc was like this!! He even arranged for a little birthday surprise for my partner and sang happy birthday with other members of staff to him aswell. The food was amazing also!! The food, the staff, the atmosphere, everything was brilliant! Joffie and the other staff here are a credit to your restaurant chain? We will definitely be returning!!

The atmosphere seems pleasant, and the food and cocktails are terrific! I am disappointed that they took my favourite cocktail off the menu - the avocado and passion fruit margarita (...I'm probably the only one that likes it!) but I was delighted when the bar staff made one specially for me last time.

We had a great night, service by Kub was brilliant though his sour faced female colleague could do with some Customer Service training! Unfortunately, as soon as we all got home we all experienced very upset stomachs, and still feel rough today.

Can only think of the chicken wings

as the guilty culprit as that was all we had in common. A birthday meal spoilt.

Took my girl for a 12th birthday. Ordered a sharer for 4. Disappointed when it came with barely any cheese on the nachos and , though it had 4 pieces of corn, 4 breaded peppers it only had 2 pieces of chicken and 3 tortilla parcels. Had to toss a coin to see who got what. When I asked the waitress I got the answer that "its just how it comes, it's a sharer for 3-4 people! " Would a sharer for 2 come with only 1 piece?? Mentioned the nachos with a reply of "ok I'll let them know".

Main was fine but then the cinnamon pineapple dessert I had was so tart it wasn't enjoyable and couldn't taste cinnamon at all!

The food was ok, service terrible. Really slow. We were seated and then ignored until we stood up to grab the attention of the waitresses who were all behind the bar (which was empty of customers). When the drinks arrived the wine glass was dirty. The food order was sent out incorrect with an enquiry as to whether it would be acceptable to us?? This meant that one member of our party ate later than us as they had to wait for it to be cooked again. All in all the food itself was fine but I would not recommend or return due to the poor experience/lack of service.

The food here when we've been has always been fantastic and last night it was good as always and I would of given 5*. This occasion though we felt the staff weren't as pleasant. We waited a good 15 minute's until someone took our order and they didn't even look at us just mumbled what did we want and tapped away on his phone and tablet, I understand you use these to take orders but he could of looked up and acknowledged us properly a bit more of how are you today what would you like to order would of been sufficient enough. Another long wait until the starter arrived and we still hadn't had our first drinks brought to us. Then a turn around they quickly followed with the main but they hadn't even taken away our plates from the starter. Puddings came out ok but after finishing and waiting another long time my partner decided to go find someone so we could pay. Overall the atmosphere felt cold and staff weren't bothered at all, the restaurant was not busy we had booked I felt an early table just before 7pm as we had a young child with us so no mad rush of people. I've always found the price quite reasonable for the food standard, but this time felt like we were let down by the staff and a bit of an overall dissapoitment.

We have been to the Hanley, Stoke on Trent branch tonight and wish to compliment the fantastic customer service. I ordered the chicken baja bowl but found it very spicy. Despite being incredibly busy, one of the waitresses noticed I wasn't eating and came to check on us. I explained it was quite spicy and asked if they could add some sauce to cool it. The waitress said she could do, but offered to remake the meal so that it was milder. The remade food arrived quickly and was very tasty - not as spicy. Another waitress also came to check we were happy with the remade meal.

As we came to pay the bill, we were informed then by the waitress that the remade meal was free of charge. She explained that the company want customers to be happy with their meals and experience, and that they will endeavour to keep customers satisfied.

Unfortunately I didn't catch names but hopefully you can check the staff rotas to find the 2 young ladies who looked after us tonight. I hope they are recognised for going above and beyond their roles and for promoting your brand, policies, and reputation in such a positive way.

Many thanks

Natalie Cosby

Lovely place with a very nice atmosphere! Dan’s espresso martini was the best! Very polite and lovely staff! Kubilay did a very good job with his recommendations! Definitely I am coming back !

Love it here, we go when ever we can. Its a shame they changed the menu tho, we like the freedom of the larger menu but i can see why they have done it x

Hi, I just wanted to say what an amazing meal we had yesterday at your Stoke on Trent restaurant. Myself, partner, our daughter and my in-laws came for lunch today. We were served by Joffie who made us very welcome from when we first arrived. Nothing was too much trouble. He catered for our every need. My daughter who has additional needs and struggles with different foods and sensory issues etc. He dealt with everything brilliantly and put my daughter at ease and chatted to her about it. Was very sympathetic, understanding and totally got it! Wish every restaurant, retail premises etc was like this!! He even arranged for a little birthday surprise for my partner and sang happy birthday with other members of staff to him aswell. The food was amazing also!! The food, the staff, the atmosphere, everything was brilliant! Joffie and the other staff here are a credit to your restaurant chain? We will definitely be returning!!

The atmosphere seems pleasant, and the food and cocktails are terrific! I am disappointed that they took my favourite cocktail off the menu - the avocado and passion fruit margarita (...I'm probably the only one that likes it!) but I was delighted when the bar staff made one specially for me last time.

We had a great night, service by Kub was brilliant though his sour faced female colleague could do with some Customer Service training! Unfortunately, as soon as we all got home we all experienced very upset stomachs, and still feel rough today.

Can only think of the chicken wings

as the guilty culprit as that was all we had in common. A birthday meal spoilt.

Took my girl for a 12th birthday. Ordered a sharer for 4. Disappointed when it came with barely any cheese on the nachos and , though it had 4 pieces of corn, 4 breaded peppers it only had 2 pieces of chicken and 3 tortilla parcels. Had to toss a coin to see who got what. When I asked the waitress I got the answer that "its just how it comes, it's a sharer for 3-4 people! " Would a sharer for 2 come with only 1 piece?? Mentioned the nachos with a reply of "ok I'll let them know".

Main was fine but then the cinnamon pineapple dessert I had was so tart it wasn't enjoyable and couldn't taste cinnamon at all!

The food was ok, service terrible. Really slow. We were seated and then ignored until we stood up to grab the attention of the waitresses who were all behind the bar (which was empty of customers). When the drinks arrived the wine glass was dirty. The food order was sent out incorrect with an enquiry as to whether it would be acceptable to us?? This meant that one member of our party ate later than us as they had to wait for it to be cooked again. All in all the food itself was fine but I would not recommend or return due to the poor experience/lack of service.

The food here when we've been has always been fantastic and last night it was good as always and I would of given 5*. This occasion though we felt the staff weren't as pleasant. We waited a good 15 minute's until someone took our order and they didn't even look at us just mumbled what did we want and tapped away on his phone and tablet, I understand you use these to take orders but he could of looked up and acknowledged us properly a bit more of how are you today what would you like to order would of been sufficient enough. Another long wait until the starter arrived and we still hadn't had our first drinks brought to us. Then a turn around they quickly followed with the main but they hadn't even taken away our plates from the starter. Puddings came out ok but after finishing and waiting another long time my partner decided to go find someone so we could pay. Overall the atmosphere felt cold and staff weren't bothered at all, the restaurant was not busy we had booked I felt an early table just before 7pm as we had a young child with us so no mad rush of people. I've always found the price quite reasonable for the food standard, but this time felt like we were let down by the staff and a bit of an overall dissapoitment.