Fresh Burrito — Restaurant in Brampton

My partner and I have went to this locations many times and have had totally fine experiences. However, today was very different when we walked in there was an employee helping a customer and the other employee in the door way to the back room on her phone. That’s not really a big deal because maybe she was on break. We waited two minutes to get off her phone but once again not a big deal it was only two minutes. However when she started making my burrito she did it haphazardly. when tossing it into the press half was inside the other hanging out, but not a big deal it’s just a burrito. However when it came to her folding and wrapping up the burrito she couldn't because she had overfilled it. The other employee tried to wrap it and also could not close it. After many attempts of trying to wrap and close up this burrito the insides were now just a congealed mess of ingredients, which she just then poured into a fresh tortilla. She tried folding it again on a fresh tortilla but the tortilla ripped in the centre. She then asked is this okay? I responded no it’s not okay it would be too messy and difficulty to eat it’s already leaking out everywhere. I told her it was fine and we would wait for her to make a new burrito however she informed us that we were wasting food and there would be an extra 14 dollar charge... which blew my mind because the burrito only costs $9.19 and she was charging us for their mistakes. At this point I hadn’t even touched my food yet it as it had not even been on the grill. I explained to her why I thought it was ridiculous for her to charge us for their mistake and to cancel our order which include several other items. Then they proceeded to change their tune and tell us they would just re-make the order for us and we said absolutely not we are not paying an extra $14 for their mistakes. Then as we turned to leave they changed their tune and said they mean that they were not going to charge for the guacamole anymore if we still wanted the old burrito that had already been wrecked and poured in two new tortillas and we said we wanted a new one because they had already destroyed it twice. At this point there was another customer in the store and they said they never said that they were going to charge us $14 dollars and that they would just make us a new one. This is why I am writing this review, they lied to our faces as if we didn’t have this conversation 30 seconds earlier as if we didn’t refuse to pay extra for a new burrito. It is not an issue to make a mistake on someone’s food that happens all the time and is usually not a big deal. However trying to charge for us for your mistake and then lying to our faces immediately after is really saddening. We used to love going to this place but employees like that really drive us to your competitors. This was not even a customer service issue this is you guys making a mistake and lying to our faces, instead of saying sorry my bad and making us a fresh burrito which is ironic given the name of this establishment.

The address is 55 Mountainash Rd unit # 18,...

I came across this place when I was trying out different burrito places other than the franchise ones that are already established (ie. BurritoBoyz, Fat Bastard Burrito...etc).

Place isn't too big but it's very clean and well maintained.

As for the burrito, I liked the subtle things here and there which made it better (ie. Warming up the wrap before putting in toppings). Toppings are standard, but with some that you don't see from other places (ie. Olives) which made the burrito more unique.

They did not cheap out on ingredients. In fact it was the opposite - tried to give me as much as possible. I liked that part a lot. Moreover, he was considerate enough to give me an extra bowl in case the burrito bursts open.

Burrito itself was very good and had different taste than other places. As well, price was a bit cheaper compared to the same size burritos at other franchise places (with guac).

Would recommend this place and visit again if I was ever around that...

Edited... at 9:36pm... After posting this review, the owner Sonny called and his offer and assistance was amazing. He wanted take this opportunity to train his staff. That is a valuable culture to maintain. He offered steps to provide us with a replacement order. It was a pleasure to deal with an owner who cares about his customers and his staff to make the effort to contact us within 10 minutes. Thank...

Here is what happened...This place has best food and has the worst service. Ask for extra sauce and you get attitude from the staff. So you want to make sure the owner is working at this location. The last order was not cooked. They missed the extra sauce paid for on the order. When we called about getting our order replaced they hung up. Blocked our number. They said they were too busy to deal with it. When we called them back, they yelled at us and expected us to go pick up food that we ordered as a pickup. The man on the phone still would...