Probably the worst restaurant experience I have yet to experienced. And as a long-time customer, that really sucks to see this place go downhill.
I went in today 2/9 Saturday around 3:15pm. They were busy as usual and under-staffed. A guy took me my order but nearly an hour went by - no drink, no food. Two staff members sat down to eat their meals while he continued to hustle. I'm patient, I get it, I've worked in restaurants before, I get the need to take breaks, etc. But it is frustrating to wait so long, to not get your food, and then see others get their food who were there after you.
Finally, I had to go, my meter was going to run out (it's only an hour street parking). I asked the server if I could just get it to-go. He said sure and by the way, no more pupusas, the woman who makes them is on lunch (clearly). The afternoon had already sucked, so what could I do, no reason to complain more, not even going to point out that some guy who had come in before me had his pupusas. It's fine. I paid and continued to wait - for another 15 minutes. Finally, I left to go pay my meter and then came back, it was then ready.
I was so, so dumb and did not check my order until I got home - all the way back to the valley, an hour drive with weekend traffic. I get home, look at my order...a beef saltado and I'm a vegan, had ordered the tofu. Are you kidding me??
But the final straw - I called them. First call, on hold for 10 minutes. Second call got through. I described my experience, they remembered me, remembered their order, admitted their mistake. I asked them to refund my card. The woman went to ask her manager, then came back and said "my manager said, do what you gotta to do." What does that even mean? And then she promptly hung up. I called back, asked her why she hung up, she repeated the same thing, then hung up again.
I'm so frustrated, as I've been a loyal customer, going there for about 3 years now. But this by far, was the weirdest, worst dining experience I've had. I won't be back.

Walked in asked for vegan pozole and they said they have and but got one with chicken but luckily I didn’t bite it or anything