Mucho Burrito Fresh Mexican Grill — Restaurant in Calgary

I have been coming to this Mucho Burrito location since 2019 and it has always been my go to place for burritos but my most recent visit (August 25 2000hrs) was very upsetting and disappointing

I went with friends and I was the last to order I asked for two regular burritos one vegetarian and one chicken along with loaded nachos When I asked for vegetables on my burrito the staff member Ali told me they had completely run out and wouldn’t have any until the next day I also asked for chicken on the nachos but was told they were out of that too

Since I had both a vegetarian and a chicken burrito I asked Ali several times to clearly mark them so there would be no mix up He said he would mark the chicken burrito with “CK” When I got home I gave the unmarked burrito to my father who is very religious and does not eat meat After two bites he realized it was chicken This was extremely upsetting and unacceptable

I went back to the store and told Ali what happened I reminded him that I asked him multiple times to mark the burritos He admitted he wrote “CK” but still gave me the wrong one as vegetarian I even told him that if he wasn’t sure he could have opened the burrito to check before serving it He refused and said he couldn’t because it was grilled and then said “how can I know which burrito is which once it’s under the grill” which baffled me because he was the one who put them there in the first place That excuse was ridiculous and showed very poor customer service

Instead of taking real responsibility Ali became defensive and dismissive He said “mistakes happen” and even tried to justify it by saying he got my friends’ orders right His arrogant tone and excuses only made the situation worse This is not how a professional should handle such a serious mistake especially when it involves dietary and religious restrictions

I have been loyal to this location for years but this was the worst service I’ve received To be fair there is another employee a tall guy with curly hair who works afternoons and evenings who always gives great customer service The difference is night and day

Mucho Burrito really needs to provide better staff training and accountability Mixing up a vegetarian order with meat is a serious issue and brushing it off with excuses is...

I recently visited Mucho Burrito and unfortunately had a very disappointing experience with the service. We had placed a large order and specifically told the server, server, to label each burrito correctly since the group included people with food restrictions and preferences. Despite this, the server mislabeled the food. Because of this mistake, one of us ended up biting into a meat burrito they absolutely could not eat.

When we brought this concern up, instead of taking accountability, the server (Ali) was reluctant to accept the mistake and immediately started making excuses. He said there were customers before us and that he was busy meal prepping. In reality, the line was not busy and our own friends were the customers before us. If the server was unsure, he should have reopened the burritos or at least communicated that he might have mislabeled them.

What made the situation worse was the servers response. His apology did not feel genuine at all. Instead of showing empathy, he shrugged it off and even said, “What do you want me to do now?” That is not the type of customer service anyone expects, especially when food restrictions and health are involved.

This was a serious mistake that could have had harmful consequences. At the very least, the server needs to be more diligent, take responsibility, and provide better customer service rather than excuses. Accountability matters, and in this case, it was completely lacking. Get it...

Disappointed! I ordered a veggie bowl from this location 2nd time in last month and result is still the same. I will explain what is wrong with this location.

When customer order veggie bowl, you need to understand this is "Veggie Bowl" not "Rice Bowl". The lady who was making my bowl put some rice and beans and asked me for sautéed peppers, I said I don't need any peppers and we moved to the topping section. Now you need to understand that it is veggie bowl, you need to let customer choose at least three toppings, from your veggie selection, you can't just keep asking "cilantro jalapeno" like you are rushing them to move to sauce. There were no customer after me, let your customer see your veggie selection, let him atleast choose 3 toppings as it is veggie bowl, don't just keep pushing him for sauce and cilantro. I don't want to ended up having rice, beans and salsa in my bowl. You have to understand you are charging 11.50 for simple bowl, please make the bowl worth the money and let customer choose all the toppings he need, don't keep pushing for no reason.

I have many option in this plaza that can make my money worth. Atleast understand how many things customer is getting in his bowl for 11.50, not trying to get my whole bowl filled, but I don't need just rice, beans and...