1 /5 Mrs. kim: I placed an order for pickup this afternoon over the phone, including one order of quesabirria made with flour tortillas instead of corn. The employee who took my order was polite and confirmed the quesabirria would be made with flour tortillas as requested.
My husband went into the restaurant to pick up the order and then we drive the 30 minute ride back home . When i opened the boxes to our food, I noticed that my quesabirria was made with corn tortilla and they didnt include my husband’s tortillas for his fajitas.
I called the restaurant to request a partial refund since my order was not prepared as requested. I explained the situation and was transferred between multiple employees. At one point, I was told that their staff “always checks” the order before bagging, which felt dismissive given the mistake. The restaurant offered to remake the order or issue a gift card if I came back to the restaurant. I explained that I live approximately 30 minutes away, so driving an hour round-trip for a $20 order wasn’t reasonable. I instead offered to send them a picture of the food if it would help - she refused and said I need to come back to the restaurant.
I told the employee out of courtesy that I would record the conversation for accuracy and that I would just dispute the charge with my bank (and use the voice recording as evidence that I did attempt to reach out to the restaurant first) instead of going back and forth with their staff. She abruptly put me on hold then the manager/owner(??) took over the call and was very argumentative. I was taken aback by the unprofessional tone!
Overall, I was disappointed in how the situation was handled. Mistakes happen, but the lack of flexibility and the rude response from management made this an unexpectedly off putting experience for me.
