I had a very disappointing experience at Tacos El Superior today, and I feel compelled to share it,…read morenot simply because of the issue with my order, but because of the way the situation was handled.
I went through the drive-thru to pick up two carne asada burritos. I intended to pay for one with my credit card and the other with cash. The card transaction was processed at approximately 4:58 p.m. While I was at the window, I noticed the restaurant was advertising a $2 mango slushie special from 2:00-5:00 p.m. I asked the cashier if I could add one to my order due to its $2 special.
After paying for the second burrito, I noticed the slushie had been charged nearly twice the advertised promotional price. When I questioned it, I was told that the transaction was processed at 5:02 p.m., so the regular price applied. I was also told there was nothing the cashier could do because the register automatically changed the higher price after 5:00 p.m.
I parked and went inside to see if someone could help resolve the issue. Unfortunately, the interaction became much more uncomfortable than it needed to be.
A woman working in the kitchen was confrontational and came across as rude and condescending. I wasn't sure whether she was the manager or lead, so I initially chose not to direct my complaint to her. A very kind young woman had just clocked in, and I explained what had happened. She apologized and explained that she couldn't make a decision without management approval. Apparently the rude lady was the lead team member for the crew this evening.
What struck me most was the atmosphere among the employees. When the woman asked what was going on, the young employee and the drive-thru cashier both appeared visibly uncomfortable and intimidated. I don't know what their working environment is normally like, and I don't want to make assumptions about anyone's intentions, but as a customer standing there, it was difficult to watch.
I wasn't demanding anything unreasonable. I suggested several possible solutions, including simply giving me another slushie to make up for the difference. I didn't necessarily want a refund. Eventually, the rude lady said in an annoying tone, "Just give her the $2 from the cash register." While I appreciated getting the difference back, the way the situation was handled left me feeling embarrassed and unwelcome.
This experience wasn't really about $2. It was about how customers and employees are treated.
Businesses have every right to enforce their pricing policies, but there is always a way to communicate those policies respectfully and professionally. A little courtesy can make an enormous difference, especially when a customer is simply asking for help resolving a misunderstanding.
I genuinely enjoy the carne asada burritos, which makes this experience even more disappointing. Unfortunately, I won't be returning. There are many restaurants competing for customers, and respectful treatment should be part of the experience.
Most importantly, I hope the employees working there are treated with the same patience, dignity, and respect that every customer deserves. They should feel comfortable asking questions and doing their jobs without feeling intimidated.
I hope the management at Tacos El Superior takes this feedback seriously and considers additional customer-service and leadership training. No $2 dispute should ever leave a customer feeling this uncomfortable, and no employee should feel afraid while simply trying to do their job.
