On The Border Mexican Grill & Cantina

4301 S Broadway Ave, Tyler, TX 75703, USA

Address:	4301 S Broadway Ave, Tyler, TX 75703, USA
Phone:	+1 903-266-1650
Site:	ontheborder.com
Rating:	3.4
Working:	11AM–11PM 11AM–11PM 11AM–11PM 11AM–11PM 11AM–12AM 10AM–12AM 10AM–11PM

Location

Photos 100

Reviews 7

Drew Myers

Email of my experience to OTB: My family and I (a party of 5) visited your Tyler, TX location for lunch today @ noon. We were told it would be a 5-10 minute wait that took about 20 minutes. When we were finally seated the waitress took more than 10 minutes to stop by and take our drink order, and it took even longer than that to get our drinks. We had asked for some amazing tortillas for us to enjoy with the chips and salsa as we waited with hot mouths for drinks; I think I was talking to a brick wall because I had to ask more than four times for the tortillas. Upon arrival of the first batch we were stumped as there were only 3? Im not sure if basic math is a requirement of your waitresses, however Id recommend a quick course during your training, as they only supplied 4 dishes of salsa EVERY time even after we asked for 5. By the time we received the food 40 minutes later, one dish was incorrect: we were asked to deal with the mistake as opposed to correcting, NO do you honestly think someone is going to eat something they didnt take 40 minutes to ponder over while waiting for the waitress to come take the order? We were told this dish would be compt, it wasnt they took off the cheapest dish. The manager also stated the whole bill would be 50% off, it wasnt they tried to charged full price. When my husband approached him, the manager ran and hid in the back when we were looking for Im to make the necessary promised adjustments to the bill. We had ordered one entrée to go, this was out in about 8 minutes bravo! Our total time at your restaurant took about 2 and a half hours with the worst service Ive ever had there, not to mention a manager hides from his customers? As a manager myself, I thought the primary focus was to ensure the satisfaction of their customers, not to create a long drawn out, incorrect experience and then hide like a child when hes in trouble when the customer is obviously agitate . I strongly suggest you evaluate the level of competence in this restaurant as its seriously lacking.

Tori Kelley

Short Version: Great service, not always but Michelle is the bomb, always great and I spend a ton of time here eating regularly, no one does anything just awful. If so I say something and its taken care of. BAD PART: Whoever is in charge of this location is cutting half the menu options or deminishing their quality. This happens to include almost every single thing I order to eat, so Im infuriated. I visit On The Border regularly, not just locally but anywhere I go. I especially visit the location here in Tyler because I live here. I eat here weekly if not more. Service is 100%. I often go to sit in Michelles section, shes phenomenal and is always fully dedicated to excellent service and consistently creating positive customer relationships. 5 stars for her. I learned during my visit today that EVERY SINGLE THING I ORDER HAS CHANGED. No more flautas, instead theyre doing "mini chimis." No more fajita nachos?! What Mexican restaurant doesnt do fajita nachos these days!! I feel like OTB originally perfected how steak nachos are supposed to be and now theyre not an option. No more skirt steak? So no more Carne Asada? Does that mean no more Ranchiladas? Whats left???Enchiladas and their sauces are changing. Sauces are getting cut. You cant order chips and salsa alone to go anymore. I actually dont buy that from the store I buy it from On The Border. Welp, not anymore! WWhat on earth is happening?! These arent changes that you can get around because you knew the menu before the changes. They are not options at all.They will not do it for you. They will not make exceptions. This is absurd. Im not happy. Im a constant customer for a reason. Not just because I like the name of the restaurant. I would like to speak with the person in charge of making these decisions.

Will Connell

Had a horrible experience here. Always liked OTB in the past, but I will never be back to the tyler location. My wife, son, and I stopped in and were seated immediately *5 stars for the host staff*. Waiter promptly took our drink order and we ordered cheese dip and guacamole for an appetizer. The cheese dip and guacamole come out very quickly as did our drinks and thats where it went downhill. They never brought out any chips to go with my queso and guac. When the waiter took my order 10 mins later I reminded him that we had no chips and he said he would run and get them when I have time. 35 mins later and after the waiter walked by my table several times I had cold queso and a hungry 14 month old child about to lose his crap and no chips or meal. All the while I saw the waiter chatting it up with the hostess, when he wasnt ignoring my table. I understand that the kitchen can get backed up causing for longer ticket times, but not bringing out chips after 45 mins is ridiculous. We finally just left and had to settle for fast food on the way home.

Rosemary Babcock

While the food was okay and chips and salsa good, the tables are tiny and since I have an infant, you cant put things in front of him. So there was very little space, they gave us too much salsa (6) at one time for 2 adults I suppose so they wouldnt have to tend to the table as much. That became a mess and the waiter never took anything away. I had to move my dishes over to a dirty table myself just to make space. The service was fair. My company disliked the enchiladas. Even though the kids meal comes with a free dessert, what was supposed to be an ice cream sundae was just a tiny scoop of vanilla ice cream. Even my son complained and made jokes about it and he never does that. Will not be going back.

Trent Martinez

The food was decent, but the service was terrible. Jonathan, our server was rude the entire time. We asked for one to go box and he brought us two and when he saw we had only used one, he just looked like he was trying to hold back his anger. Not only that, but when we gave him his tip, he walked off and yelled "COME ON!". Then as we headed out the door, he follwed us and said "Thanks guys, come back again" in a very loud and sarcastic manner. I dont get upset too easily, so i just thought it was hysterical how pathetic he is, but yeah wouldnt recommend this server at all.

Adam Hackney

The service was aweful!!!! Waited 10 minutes just to order anything. Had to wait to get chips and salsa till we got our drinks. Took 45 minutes to get food! They messed up my ticket and it took 30 minutes to fix my ticket and get my card back!!! Food was terrible and they still got that wrong. Asked for a to go box and when they brought it out they tried to take away the food! Over heard the people behind us wanting the manager and the server said they he wouldnt do anything. Will never go back again!!!!!! If I could give no stars I would! This place has gone down hill.

Maxie Weaver

My husband an I met at On the Border Mexican Grill & Cantina on October 29th, 2003 and we have been enjoying this fantastic establishment ever since. The service has been marvelous, the food is always terrific, but the thing that makes this restaurant a cut above all others would be the General Manager and her staff. There is an instant feeling of teamwork from everyone and there is no lack of courtesy and smiles and it just keeps getting better. We are looking forward to the Border Brunch kickoff, weve been told begins around mid-March. Kudos for all! Maxie Weaver