Mucho Burrito Fresh Mexican Grill — Restaurant in British Columbia

this place had terrible service today. we went in, ordered two burritos and the fries they had on special, we got our burritos, and was told it would be 4 mins or so for the fries. we ate all the burritos and the fries never came, they continued to serve multiple people, we continued to sit there waiting only to come to the realization that the fries were never coming. I went to the counter and asked if I could have a refund for the fries so we could go seeing as they were not making them. she pointed to the counter and told me they were done. there was NOTHING on the counter, so I have no idea why this person was telling me anything was done. I then told her, we had already finished our meal and the fries were the appetizer, so i would rather just go an move on with my day, and given that they hadnt even made them yet it made more sense to just give me my refund so I could go instead of continuing to wait.

She then told me to wait, and for some reason continued to serve other people, finished their orders took their cash and left me standing there wondering what was going on. then her and the other employee whispered to each other about what the cost of the fries were ($8.95). then for some weird reason took the tip jar from the front desk and went to the back area and started rummaging in a backpack, she came back and tried to give me money from the tip jar and whatever she had gotten from her backpack. I told her I didn't want cash, i wanted it refunded to the card I paid with, and then she told me she could not refund me to my card, and that I had to take this cash from the tipjar/backpack... I have never been in any place that cannot process a refund back to the card, and I can only assume that paying me from the tip jar was some method to avoid creating a refund in the cash register that she would have to explain to the boss. I told her I wanted to speak to her supervisor, she refused that, she also refused to give me her name, she refused to give me any phone number or method to file a complaint or speak to someone about their poor service and refusal to process an appropriate refund. I will never come back here, let alone not getting what I actually PAID for, their poor service, refusal to make good on their mistake and then lying about all this stuff at the counter, all while making it seem like I am the one being unreasonable. ridiculous.

• in response to your response*

"We strive to provide excellent service and a pleasant dining experience for all our customers, and it is clear that we fell short in this instance. "

Fell short? haha? excellent service? your employees were too busy helping other people, instead of the people who already paid. perhaps you should look up the word 'excellent' and after coming to an understanding of the definition of that word, I am sure you would agree nothing about what I just described would qualify for the word 'excellent'. And I can assure you none of the service, for myself or anyone else in there should EVER be deemed excellent. Falling short is an understatement.

I have NO INTENTIONS of ever reaching out to you for any form of resolution. The staff had plenty of options and choices they could've made while we were there, instead they made a series of questionable decisions, starting at failing to do something as simple as completing an order, to lying about the order being completed, then refusing to give me a proper refund, then giving me cash out of a tip jar, all while making me feel like for some reason I was the person who had done something wrong. Then refusing to give me her name to file the complaint, refusing to get a manager, refusing to give me a phone number. If she had done any of those things, I would not have to resort to publicly complaining on Google, it could've been resolved in your store, vs online. The decisions this employee made, is why we are communicating this way now.

I have no DESIRE to find a 'satisfactory resolution'. The best resolution is to never eat here again. To think I tipped this person for the poor...

Update: In response to the message that was left by Mucho Burrito PR team, I had taken time out of my day to email them like they had suggested.. and it's been well over a week and half and I've received no response from them whatsoever.

Now I can't help but feel that they REALLY don't care, but rather, they just wanted to feign and give the optics on here as though they do. At this point, though, it just feels like a feeble and disingenuous attempt at doing damage control without having to actually make any concessions to win me back as a customer. This was just salt in the wound in my opinion.]

Horrible experience here.

Bit down on a sharp object in my vegetarian (so wasn't bones) burrito and almost broke my tooth; I'm not sure if it was glass or really hard plastic.

I showed the woman who made it, and she tried to tell me that it was just hard rice... it's clearly not rice. She also tried to take it from me... which seemed like she wanted to get rid of it before I could take pictures.

She ended up getting the manager on the phone, and the manager said that the best they could do was make me a new burrito and possibly give me 50% off my next burrito when i come in next.

Keep in mind that A) This thing almost broke my tooth, and B) If I swallowed it there would have been a good chance I would have had to go to the hospital to remove it because I don't think this would have been able to pass naturally..

So yea, simply telling me they'd make me a new burrito (which might have had another sharp object in it again) wasn't enough to keep me as a loyal customer.

Suffice it to say, I won't ever be eating at Mucho Burrito again.

Here are...

We went all the way to this location bc the one in Richmond closed for good. We arrived about 7:40pm the other day. We were warned that the restaurant closes at 8pm and if it was ok with us. We were soo hungry and looking forward to eating so we said yes. As we were eating we got warned its 10 minutes before closing and eventually 1 minute before closing then irritated the other lady finally said " Mam we are now closed! ". We were so appalled bc never have we got warning about eating fast or stop eating and leave the restaurant. It was like a new year s countdown except there were no fireworks in the end except eating fast might ve given someone heartburn or indigestion , honestly eating fast makes people vomit too... I usually have the most positive reviews and could the owner kindly tell me the policy here about coming in 20 minutes before closing, enjoying the food you ate until the last drop of it and get warned the premises is now closed at 8:01 pm. What are we suppose to to with the last 5 chips on our plates and the 2 pieces of Quesadia left? 🤔 Im confused and really , reviews from your customers are supposed to help your business grow. People who dine in your restaurant want to be there and they are happy to come and eat. Anyways, my reviews reflect positive experiences and I had to say something here bc id really like to know if its the customer s fault for feeling hungry they want to come to your restaurant today instead of Pho...