1-Star Review -- This was one of the WORST RESTAURANT EXPERIENCES I have had in Naperville…read more
This was one of the worst restaurant experiences I have had in Naperville. It is not the first time I have had a similar experience at a Mexican restaurant in Naperville. This is now the fourth Mexican restaurant in the area where I have experienced problems with my order and poor customer service.
Yesterday, I ordered a veggie burrito and a cup of elote. Before placing my order, I specifically asked what vegetables came on the burrito. I was told spinach, tomatoes, grilled onions, and rice. I then asked if they could add green bell peppers, raw onions, and cilantro. I was told there would be an additional $1.75 charge, and I agreed.
Because I wanted to make sure my order was correct, I actually called back a second time before leaving my home and asked again what vegetables were included. Instead of simply answering my question, the employee responded in a rude and irritated manner, telling me, "Ma'am, you already asked me that." I explained that I just wanted to make sure everything was correct, and she confirmed the additional vegetables.
When I got home and opened the burrito, it was extremely disappointing. There was mostly rice and spinach, with only a few pieces of bell pepper. The green bell peppers, onions, and cilantro I specifically requested--and paid extra for--were not there. The burrito was also very small considering the price.
The elote was also incorrect. I specifically requested cheese, mayo, and the chili seasoning. Instead, it had some type of green onion or other ingredient that I did not request, and the taste was horrible.
The food was terrible. The burrito was mostly rice and spinach, and the flavor was awful. The elote was also incorrect and tasted horrible.
The total was approximately $24 for a small veggie burrito and a cup of elote, which I consider very expensive considering the quality, portion size, and the fact that my order was not prepared as requested.
I then called and asked to speak with the manager because I wanted to explain what happened and give the restaurant an opportunity to address it. Unfortunately, the manager was extremely rude, dismissive, argumentative, and would not allow me to finish explaining the problem. She repeatedly interrupted me with "No, no, no" and insisted that the order was correct because she had been there and watched the peppers being prepared.
That was not the issue. I was explaining that the ingredients I specifically requested were missing from MY burrito. Instead of listening to the customer and trying to resolve the situation, she argued with me and ultimately told me she didn't care when I said I would report the experience and leave a review. She then hung up on me.
I am not someone who expects perfection, but I do expect a restaurant to prepare what I ordered, especially when I specifically confirmed the ingredients twice and paid an additional charge for them. More importantly, when a customer calls with a legitimate concern, the manager should listen and attempt to resolve the issue--not argue with the customer, dismiss the complaint, and hang up.
The food was beyond disgusting, the order was incorrect, the price was excessive for what I received, and the customer service from management was unacceptable.
One star because I cannot give zero. The food was disgusting, the order was incorrect, the price was excessive for what I received, and the customer service from management was unacceptable. I will not be ordering from this restaurant again.
Regardless of anyone's background, every paying customer deserves to be treated with basic courtesy and respect.
