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| - We have been patrons of Serranos for quite awhile now. We really love the food there. Tonight my mom, 3 year old son and I went to Serranos on Rural in Tempe. My son is particular about his food as he is 3. We've gotten him a cheeseburger from Serranos before but he didn't like it and he does not like Mexican food yet. Anyhow, we came all the way from South Phoenix to eat at Serranos in Tempe. We bought my son a cheeseburger from Burger King. As we were walking into the restaurant the Manager tonight said to us right away that he was sorry, but we could not come inside to eat with outside food. We have done this before and there was never a problem there. I told him that in the past we got my son a cheeseburger from Serranos, but he didn't like it and he does not like Mexican food yet. He said that it was the policy of Serranos not to allow outside food and that he would take my sons cheeseburger and put it somewhere in the kitchen. I told him "If you do that he will cry and throw a fit" The Manager would not budge and said that was the policy of Serranos. I understand why there are policies for this, but my son is only 3 years old and it was a cheeseburger. I told the Manager that my mom and I had every intention of eating there as well. The Manager would not budge. My mom and I left feeling very disappointed. I did not feel it right that my sons food would get taken away and have him cry for his cheeseburger and honestly he would do this, and then to sit and watch us eat? no way. So my mom and I left and ate somewhere else. I feel that, yes I understand these policies, but in some instances could the manager understand? could he bend a rule for a 3 year old? When my family from Oregon came down we took them to Serranos and they licked their lips. I mention Serranos to all of my co-workers. I tell everyone how good the food is and how good the bean dip is. I felt very disappointed in the customer service of the Manager. He is very good at following policies and rules, but in the end what about seeing a situation for what it is and think that not every situation and customer will fit in the same mold? I left feeling that perhaps Serranos is not a family restaurant he was just so business like and policy and procedure. I am from Phoenix, born and bred, I feel proud to take my friends and family to Serranos because it is a tried and true Arizona establishment. But, please understand my point of view, we were not trying to be cheap, we wanted some great Mexican food and make sure my son enjoyed his dinner too. The food is great, but customer service is blech,
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