Mucho Burrito Fresh Mexican Grill — Restaurant in Calgary

Severely disappointed after our visit here tonight around 8:15-8:20pm. My boyfriend and I wanted to try something new and decided to come in for a bite to eat. I’ve eaten at other locations in the past with no bad experience, but this was my first time at this particular branch, and my boyfriends first time at a Mucho Burrito all together. He went up to order the “Ole Mole” burrito, not realizing that he had the option of choosing it as a bowl as well. Upon requesting this particular menu item, the clerk dryly replied “which one?” to which my boyfriend politely responded “I’m not sure what you mean, sorry”. The clerk, visibly annoyed, proceeded to ask “bowl or burrito?”. He then went on to ask if we wanted white or whole wheat tortilla, which my boyfriend didn’t quite hear, so he asked the clerk what he had said, and the clerk asked the question again, but followed with a rude remark about having to repeat himself to my boyfriend. Slightly stunned by the rudeness, my boyfriend mentioned that he was sorry but it was his first time there and he wasn’t sure how things worked, and that the clerk should be friendly if he wants customers to continue returning. After finishing my boyfriends food, the clerk moved on to serving me, and although there was no conflict, the remaining customer service we received was by no means “world class”. The other clerk on duty then proceeded to ring us through and the next customer in line approached the original guy who served us and they began talking about the interaction between the employee and my boyfriend that occurred a moment earlier while looking over at us, which really completely soured things for us. I’ve worked in customer service for 8 years and I SELDOM complain about bad experiences because I understand it’s not an easy job by any stretch. I understand that customers can be irritating when they ask silly questions, but when you’re being paid to represent the company you work for, you need to exercise politeness and patience (unless you’re being abused, which our clerk by no means was). What I also know, however, is that the simple things that seem obvious to someone who works for a company may not be so obvious to a new customer. It is not appropriate by any means to insult a customer when they’re annoying you merely because they don’t understand the menu AND THEN proceed to gossip about it while the customer is still in the restaurant with another guest... I’ll end this off by mentioning that we were not rude to the clerk and did nothing to invite his rude remarks. We might have expressed some frustration at the end, but never acted upon that frustration towards the clerk. We chose to walk away with our food (which later realized we were not provided a receipt for, and the clerk was not wearing a name tag so I can’t provide a name). Suuuuuuper not cool experience. Definitely will not be returning or recommending to anyone, which is unfortunate because I do...

I would have given them zero if it’s up to me, please read all the reviews here the customer service is not good at all. I had a coupon for churro fries so I went to the location and I asked the staff for Maxi fries and churro fries and they told me since I have a coupon so I have to order it from the app. I do not mind that so I ordered it from the app and after 10 minutes being in the location after ordering from the app I told her it’s been 10 minutes. Can I get my order and and then they said oh they didn’t receive a receipt on the system, so I show them the confirmation email that I got and then the churro fries by that time was cold so I told this person it has been already 10 minutes. Can you remake the fries and She was super rude. She started throwing tantrums and She made a face and she aggressively throw the churros in the oil as if it’s such an inconvenience for her to do her job and I felt very disrespected as a customer so I told her why are you acting like this? I’ve been kind and I was very polite. I just ask you to make me the fresh fries and as a customer I think if you’re paying for something we have a right to ask for fresh food and then again she kept ignoring me and then she said I am being unreasonable just because I didn’t want to eat cold food that I’m paying for and at that point, I just didn’t want to eat there so I asked them for the refund and then she’s like oh I still haven’t received the receipt so I don’t know if I can refund and then she just went to the back office and was calling her manager and I am at the location for over 20 minutes and I didn’t get any food and I was mistreated by the staff and then she was like oh you have to speak with the manager, and I have to explain the whole experience to the manager and manager told me OK we can refund you so I ended up getting the refund but again the whole thing now by this time it’s been 35 minutes so I spent 35 minutes in this restaurant still didn’t get the food I got mistreated by staff, all I want to say train your staff properly- her name was simran i think. Looks like she...

Worst worst worst worst ... Owner name victor and his staff are rude to customer . This is the first review i am writing in my life coz for me it was completely unacceptable . Me and and my wife went to this mucho place and we order regular burito and burrito bowl in a taco shell . Server refused me to serve burrito in taco shell and later their supervisor said that i cannot serve you this thing ,coz it will change the taste . I humbly replied that I like this type of taste and other mucho places served this bowl on demand , but he refused and we went out of the store hungry . Later i called mucho head office and complained about this and Lloyd was the person who assisted me and he listened to my complain and he also took a quick action . Further after 30 min of all this drama I went inside to have my food ,as Lloyd told me that i would be taken care of but surprisingly no greetings from their staff neither from owner ,no gesture of sorry or hi ....!! Further i added extra scoop of rice on my veggie burrito bowl and lady charge me extra $1.00 for that and i was charged full $18.70 for my food . I didnt argue , i paid my food bill but trust me this is the last visit to mucho . Even after waiting 30 min drama these people have no idea about customer service .And i will make sure my none other freinds goes to mucho . But yeah i will thank you Mr.Lloyd for looking after...