Had one of the worst Customer Service experiences from a Store Manager and Assistant Manager!!!
My sister and I had gone in a few months ago for the first time and wanted to give it another try yesterday. When we got off work around 7pm we stopped by to pick up 2 Baja Mexicana burritos. Nothing fancy at all. When we got home, we realized that the orders were made wrong for both of ours. She had the wrong beans and mine included onions and cilantro, which we asked to leave out. When I called, a girl answered acted as though she couldn't understand what I was saying. I asked to speak with a Manager or Supervisor and she told me no one was there and I would have to call back tomorrow. Her demeanor on the phone was a bit sketchy and to be honest, I just felt like she didn't want to let me talk to anyone.
My sister called in today and asked to speak with a manager. At this point, she wasn't looking for a refund, she just wanted to talk with a manager about what occurred yesterday. When she called, she spoke with the Store Manager Raul, who's first response to her was that she had previously gone in last week complaining of the same thing. Funny right?? Seeing as though this was only our second time everrrrr eating Baja. She corrected him and after calling her the wrong name 5 times, finally got that she wasn't the same person. He asked what the order was and offered to remake the burritos if we liked. Since we work near by, sure why not. She gave him the correct order and Raul said we could come in and get it.
When we got inside, the Assistant Manager, Edgar V., was the one to "help" us. Once we told him who we were and what we had come in for, his entire demeanor changed. Not that he was very cheery to begin with, but once he knew what we were in there for, he immediately gave us dirty looks and said hold on. He went to Raul, who looked up and continuously while getting our food gave us dirty looks along with Edgar. They took our food and slammed them on the table when getting a bag, threw them in the bag like they were throwing out trash and both kept giving us hostility even though it was THEIR idea to re-make the burritos for us!
When Edgar went to give us our food, he accused us of never being there and lying about it. He kept asking for a receipt, which we had let the manager know that we didn't have it since we paid in cash and again, we had not been looking for a refund! We didn't even expect them to offer to re-make the food! Upon opening our burritos, one was again, made exactly the way it was when we got them the night before, WRONG!
I don't mind the mistake of making, putting or forgetting something on an order, as long as you are willing to acknowledge it and correct it. BUT these two did not even apologize ONCE!!! not for the night before and certainly not for their behavior displayed in the store. It was one of the most uncomfortable and hostile experiences I've had in a food chain. I'm never one to complain, but I just find the lack of customer service displayed by the two people in the entire store that should have the skill set to provide great customer service just appalling! read more