Ok, first of all: I want to say that I've ordered from here 10 times within the past two months--all Doordash deliveries. The NorCal burrito is insanely delicious, and I order it most weeks as a special Friday treat.
However, my last experience left much to be desired, and it all comes down to customer service. I placed an order through Doordash, and after about an hour, the driver called me in a panic to cancel the order, stating that Man vs Fries didn't get my order. This is fine, I'm a patient person, and technological snafus happen.
I called Man vs Fries to suss out the situation, and the person answering the phone was happy to take a replacement order over the phone: the problem seemed to be on Doordash's end. When I read my credit card number to the employee, I don't know if he was hard of hearing but he would often repeat different numbers than what I stated clearly into the phone from a quiet room. My instinct was telling me that this employee was intentionally doing things incorrectly, just to make things more difficult. I don't know why this would be, but this is my impression.
When my partner and I picked up the order, what was in the bag differed from the receipt stapled to it.
I ordered a NorCal burrito with a side of queso. No queso in the bag. No big deal. Missing sides sometimes happens on deliveries.
However, my partner ordered the SoCal Asada Nachos which was a disappointment to say the least. The ingredients are listed right on the receipt, but the following were missing from the box: grilled onions, jalapeños, pickled onions, and a lime wedge. What was in the box: chips, lettuce, ranch (?), cilantro, guacamole and sides of salsa and more sour cream. Also, there was no cheese, which is an essential element of nachos. What I just described was not worth $11.95.
I was dissatisfied with the experience and decided to give them a call the next day to explain. I asked to speak with the owner, but Danny, the person who answered the phone, simply said "he's not here", and wouldn't provide contact information for Silvano, the owner. He provided the street address of the restaurant which I already knew, and then added in a snarky tone, "also you're on the phone right now". Like I didn't know I was on the telephone? Not a great start.
I told Danny that I was dissatisfied with both the food order and the service I received. He wanted me to describe the person I interacted with, by describing their gender and race (!), but I said I spoke to the person over the phone and couldn't comment on that. It very well could have been Danny who took the order the night before, I'm not sure.
He stated that there were three people working the night before, but he believed he knew who I was talking about, and would have a conversation with that employee. That's fine, but I still felt no real assurance that the establishment would do right by the customer.
Danny offered to provide a free meal and dessert if I came in that day. I don't live near the establishment and stated that I am unable to come in, and that I would like a refund instead. Danny stated that even though he was the manager for the day "he wasn't trained to give refunds" and took my name and telephone number instead.
At this point, I do not expect a return call or the refund, and I won't be giving this establishment any more of my money until I hear from a manager or owner.
After reading several other reviews here on yelp, I'm sorry to see that the customer service and food delivery are too inconsistent for me to continue to support this business. This is really sad because, like I said, the NorCal burrito is one of the best burritos I've ever had. read more