Torchy's Tacos Corporate Headquarters — Local services in Austin

I hate to have to report this because my family loves your tacos and we have been eating there for years. We recently moved back to Lake Charles LA from Austin TX. Saturday we ate at torchy's here in Lake Charles with my entire family for my daughter's bday. Yesterday, we wanted more, so we ordered delivery thru door dash. My daughter was the first to open her food; she ordered the grande burrito with chicken. A few bites in, she discovered an inch and a half of black wire. I'm trying to attach a photo but it's giving me an error message. Anyway, I immediately called the manager of the store asking her to identify the black wire. I told her I was calling because I was concerned and would like to know what the black wire is because my daughter had eaten a few bites of the burrito. I did not ask for or demand anything; I felt I was doing the right thing by calling so she could dump out the bins of food used to make the burrito and not serve pieces of wire to anyone else. Rather than apologize and promise to look into it, she just kept speaking over me to state over and over that the wire didn't come from the restaurant. I told her it was inside of the burrito that was perfectly wrapped in undisturbed foil; it definitely came from the restaurant. She got angry, still insisting it didn't come from there and hung up on me. She only apologized after I emailed torchy's and left a review with a photo of the wire on google on her store's google page. She lied in her "apology" call to me about how she behaved earlier, still didn't ask for a photo of the item or the item itself (I even told her someone could come pick it up, she didn't respond to this), and still offered no intention to figure out where the wire came from. Today when I copied the store on my email to the sanitation department in Louisiana, she responded acknowledging it was wire from the brush they use to clean the grill. She also lied saying she offered a refund; she did not. She never offered an apology nor a refund. In fact, she told me since it was a delivery order that if there was an issue with my order, I needed to contact door dash. Mind you, I didn't ask her for a refund. I asked her to find out where the wire came from which she continuously denied came from the store. In my opinion, the first thing she should have done is apologize and then assure me that they would investigate their bins of food before serving anyone else. She did none of these things. I think everyone should know about...

I always order delivery. When I accidentally didn't sign into my Rewards account and my order for a taco and guacamole with chips was set as pick-up, the taco was $4.75 and the guacamole and chips was $3.65. I order from Torchy's a lot and these prices seemed lower to me. Not being logged into my Torchy's Rewards account was why the delivery request didn't go through and the order was set for pick-up.

Because I needed delivery, I asked the store to cancel the order, they did, and I reordered the same items to be delivered, this time ensuring I was logged into my Rewards account.

The same items within just a few minutes of the previous ones, the taco was $5.45 and the guacamole and chips was $4.20 which is what I usually pay for these. That's a 15% increase in both the cost of the taco and the chips and guacamole. This was during the free delivery promotion 11/12 through 11/29 and when I was logged into my Rewards account!

Looking back at my previous orders, I realized that I've always been charged these higher prices. I was even charged these higher prices when I paid a $1.99 delivery fee prior to this free (not so much) delivery promotion.

Including taxes and delivery fees, I've spent over $156 ordering from Torchy's in the past two months yet I've never received a reward. I see all of my order history in the account. No rewards though.

This undisclosed 15% price increase. Is it an undisclosed delivery fee? Or is it a reward that actually goes to the company from signed-in Rewards members? It's not a tip because I always add a 20% tip to my delivery.

No matter how much I might enjoy the food, I don't enjoy feeling like I'm being ripped off. The rewards program isn't rewarding. The undisclosed 15% price increase is deceptive. I can get taco truck food a lot of places here in north Texas without hidden fees.

Needless to say, I will NEVER order from Torchy's...

Just got my delivery and was absolutely aghast at the lack of food for $62 sans tip!!! We weighed these tacos and found they ALL weighed less than less than (Two) 2.0 ounces each, with one taco weighing only 1.2 ounces!!!... There was less than a tablespoon of filling in that taco and that was the most expensive taco on the order!!!.... That's $46.67 per LB.!!!.... AND THE MAJORITY OF THAT IS TORTILLA!!! We were dealing with a family emergency and ordered food to avoid cooking.... After our family of four finished eating our 13.2 ounces of food at $62.00.... (sans chips and TINY TINY container of queso) YES... THAT'S LESS THAN A POUND OF FOOD SPLIT FOUR (4) WAYS.... We then had to put our emergency on hold and cook dinner!!! TOOK ME FIVE (5) NORMAL BITES TO EAT TWO TACOS... TOTAL!!!.... 2.5 BITES PER TACO!!!! Unfortunately Torchy's was closed by the time we got our delivery, so calling and demanding things be put right, wasn't an option!!! TORCHY'S RIPPED US OFF!!!.... DELIVERY ORDERS LATE IN THE DAY TARGETED SINCE CUSTOMERS CAN'T EASILY COMPLAIN OR DEMAND THEIR MONEY BACK????... HMMMM!!!!! APPARENTLY TORCHY'S DOESN'T CARE ABOUT CUSTOMER SATISFACTION OR BAD PRESS, SO UNLESS YOU WANNA THROW YOUR MONEY AWAY... AND STILL BE HUNGRY.... ORDER FROM A RESTAURANT THAT'S INTERESTED IN FEEDING THEIR CUSTOMERS, NOT RIPPING...