Absolutely atrocious customer service experience here.
Upon arrival, we were given a menu that was 5-6 pages long with an assortment of food ranging from burgers to stir fry to pasta to tacos. I was kinda skeptical of how many wildly different options there were on the menu- this is typically a red flag that the kitchen has too much going on- but I decided to stay optimistic and try to get excited about the wide variety of options.
After bringing a batch of popcorn to the table as a starter- an odd but I suppose unique choice- I ordered a "wet" chicken/bean/rice burrito. When it got to the table, I was immediately put off by the lack of freshness exuding from the plate. The wrap was hard and looked uncooked, and upon cutting into it the chicken looked stiff and dry as well. No worries. I mentioned- politely and kindly!- to the waitress that I didn't really feel enthralled with my choice and asked if I could swap it with another choice. She was very nice about it and said sure, offering me a menu and a few minutes to look it over and decide on something else.
After she walked away, an older lady- I'm assuming the manager, judging by the dress shirt she was wearing as opposed to a uniform shirt like the servers- came over to ask if everything was okay. I said that the rest of my family was enjoying their meal, and I was just deciding what else I wanted to eat because I wasn't super impressed by the burrito. I was being really, really nice about it, because I already felt awkward and embarrassed that I had sent it back- I usually never do that, but it was just so unappealing to me, I wanted to gag even thinking about taking a bite. I'm also pregnant, so maybe that played into it. Anyway, the manager took it from me and said "it's a burrito. I don't know what you expect a burrito to look like." And then stormed away. I was appalled at her behavior, as I had worked in the service industry for several years in the past and would NEVER imagine berating my customer for their choice, ESPECIALLY if I was a manager. I felt so uncomfortable that I just ended up not ordering anything else. I can't tell you if I was charged for the burrito or not because when the server brought out our receipt, my spouse handed her his card without double checking. The cost was only $25 or so, so I'm assuming they did not charge us, but wow. I can't believe a manager would be so rude to a patron. I was being as polite as I could and had no issue reordering something new, I understand that sometimes things don't come out the way we expect, I just wanted a dinner that I could actually stomach eating. Super uncomfortable and upsetting experience. I would absolutely never recommend this restaurant to anyone. read more