barBURRITO — Restaurant in Hamilton

So I understand that this location just opened, but the staff were confused and confusing. First tried to order some extreme fries. The lady seemed so confused to why I'd be asking for fries, then asked if we'd already spoken to the cashier (she was the first to speak to us) and when we said no... she was confused again and slowly walked to the kitchen to order the fries. When they were ready,proceeds to ask me what I want on them ( we were already at cash at this point and she was walking back and forth with the fries in hand). When I made my selection (I was confused as no other location had ever asked me the question before) she proceeded to tell me that my choice wasn't what most people put on it. So I said fine, put what most people put on it. Then had no clue what she was doing. My boyfriend ordered a small chicken burrito and the lady kept asking what size and what protein he wanted multiple times, clearly she was also not listening. Cashier was very nice though, but the people working there should be relaying what was ordered so a million questions don't have to be asked from her. At the very end they forgot about the burrito in the press and asked why we were still standing there and if we had paid. And the lady that made our food asked me if I was ok as I looked really tired, which to me seems rude and...

Tonight was the worst customer experience I have had, and quite possibly the worst "fast food" experience in recent memory. It took the staff over 30 minutes to acknowledge or serve us, with 3 others in line in front. It was apparent that there was a significant lack of organization; however, we decided to provide the staff the benefit of the doubt.

Once we were finally served, part of our order was made, at which point the staff member decided to start making another persons order, blindly overlooking us. Another staff member came to support the other, and then decided to start a skip the dishes order. When we spoke to the staff member, she advised that the skip the dishes order was priority, over the customer who was in-store (her words) and even the in-flight order we had.

The quality of service was appalling, and the lack of training and staff awareness needs to be immediately addressed. The corporate office needs to take a detailed look at this location, and there needs to be an investment in staff training and customer service at this location...

Clean atmosphere, helpful friendly staff, and super accommodating when I made my order. I mean this in the way that the employee helping me build my burrito on the first visit there anticipated that I didn't want dairy sauces on my food. I mention no cheese but didn't explicitly say " no dairy please ". Just kind of a thing I'm getting used to in my diet.

The employee spoke up when asking, " What sauce? " to finish the burrito and added quickly the options from the top three had dairy.

This made my day. Just that little extra step to talk to a customer about their food and ask if I was avoiding dairy ( yes, without me saying it first I get that ) really made an impact.

And YES! I know this is a burrito spot and not some movie theatre or concert hall. But the service was great and my food was filling...