Burrito Boyz — Restaurant in Hamilton

Worst customer service. Last time they messed up my order which happens in a food industry & I get it. However, I had to drive 10 kms back in rainy weather to get my order re-made. The girl with "Glasses" came to talk & I explained her that I went home after long shift from work & was about to have my burrito which got messed up. So, I had to drive back again 10 Kms in rainy weather which costed me another "Hour" of My Life and that day including the waiting time for the corrected order. To which she replied with an "Attitude" that All we can do is re-make your order and can not compensate your time. I was like as a compensation give me a bag of chips & Nachos cheese dip because of all the trouble. If she was tought to Retain Customers being polite which is the crucial role of Front Staff. She resisted and continued arguing that no only thing she can do is make correct order and people get their orders wrong which aint a Biggy & we just simply re-make their order so that's it. I explained her again how i got home started watchin a movie and wanted to enjoy my food and i had to leave everything and drive back for 10 kms for nothing ? She called up a guy named "Aman" who seems to be the owner. He directed her to compensate me which was a mature gesture & customer retention ethics keeping business in mind which was appreciated. However, I visited the Burrito Boyz again and placed order over the phone "Firstly the girl who seems to be new face now muted me then hung up on me, this aint the first time it happened anyways. I called back again she picked and hung up again. I called 3rd time and asked her what is the matter with her ? Aren't they going to take my order ? She took my order & I told her very clearly that all I want to repeat from 'Previous order' is Chicken Burrito that is all. She asked 'Anything Else' ? I told her No Just The Burrito from that order specifying it properly. Upon my arrival they had repeated the entire previous order which had bag of chips and cheese dip and total came to $20+ I told her i just want the burrito and not the combo and told her to take the combo off and give me the burrito only. The girl who hung up on me 2 times said this is not done as i asked to repeat my previous order but she forgot the fact i did make it clear only burrito this time. Anyways it wasn't a big of a deal to just remove the combo but instead they escalated this pitty thing the other 2 girls also involved because they carried the grudge from last time as they had to remake my burrito & were looking for a chance to mess with me. Those 2 girls started yelling at me and stating that you should make it clear while placing order now she has to cancel and all. I was like what is the Big Deal ? Just remove bag of chips which are pre-made anyways and cheese dip can be used again lile FR. She was still mad & kept arguing. At this point they had lost their cool and so did I which ended up in a verbal them calling me names & using loud voice especially as all 4 staff members got together, the guy interrupted but the girl who was the most angry told the guy to shush and stay away as she kept on yelling loudly even the other customer was shocked over that kind of attitude coming from a staff member. I also shouted back and told her to just pass me the freaking order and i'll leave to which she started yelling again mind your language Mr. I was like just give me the order i will leave. She said " Iam not gng to pass your order" and denied charging me and told me to leave. I reached out to the Guy and asked him to charge me and pass me my order which He Did. I asked the same girl again to charge me for a pop, she said she is not gng to take any order from me and asked me to leave and stated that she has the right and power to deny it to which the entire staff agreed and so did that Guy. I had to call up their owner "Aman". By that time staff had told their side of story blaming me. "Aman told the girl to pass me drink & told me to take my drink and "Take my Business Somewhere Else" which was more shocking....

I am not happy or excited about writing this review. Last night I ordered a Beef Quesadilla with Extreme Fryz from this Burrito Boyz location.

I have to say this was the worst quality of food I have ever had at Burrito Boyz. A lot of Burrito Boyz franchise owners take their ownership of the chain with pride but unfortunately it is clear that the owner of this Burrito Boyz holds nothing but contempt and disrespect for the brand.

The food I received was absolutely vile. The Quesadilla was filled with very old and dry steak. This means the steak was either:

Left out for a very long time before my order was given to me. The tray of steak had its lid off for quite some time.

I can not describe how old and hard the steak meat was. It was unedible as we did not want to take a risk in eating it.

The nacho cheese on the Extreme Fryz was ice cold and the fries themselves were very cold. It was clear that this was left out for at least 45 minutes before being picked up. There was absolutely no responsibility taken for this kind of food prep and service.

It is clear the owner of this establishment does not only hold disregard of its reputation but is not doing to bare minimum to have his franchise thrive.

Now, I understand that we had ordered this food roughly 45 minutes before the store closed, but we as the consumer expect to receive the same quality of food and service if we are paying the same price as everyone else. If we are to expect lower quality services or food it would be appropriate for the restaurant to charge a significantly lower price at the end of the night, otherwise this level of service is unacceptable and diminishes the Burrito Boyz brand.

I sincerely hope this restaurant is not one owned by corporate as Joe Vassallo will have to explain how he has let his brand fall so far from grace.

I hope Joe Vassallo steps up and speaks with those who are in charge of this store to ensure that this store does the bare minimum to live up to the standard that is expected from corporate.

We were out quite a bit of money with this order as Burrito Boyz' prices are not necessarily low. We were not able to eat our food that we purchased and had to throw it out completely.

I hope the owners can look at this review with introspection and do better. At this point I can't see a way forward for this store without a complete overhaul of processes.

I wish this store good luck in the future and for them to turn things around. As for us, we are out of our money but we have learned a valuable lesson not to eat at Burrito Boyz until they can work on getting hot, warm meals out to paying customers.

Good luck to both the owner of this store and Joe Vassallo of...

Location has gone DOWN. I have been coming here for many, many years. The management must have changed at some point in the last year because the quality has degraded heavily. Three orders in a row, three problems in a row.

Order #1: Paid in-store with debit, saw the approved message, started waiting for my order. Then a minute later I get told by the cashier that my transaction didn't go through and that they needed to charge me again. They did. I check my bank app and show them that two transactions had gone through successfully. They instantly apologized but wouldn't refund me on to my debit, they would only give cash.

Order #2: This time ordered via UberEats. Ordered 2 Burritos - one chicken, one steak, with a lime jarrito. My order arrived with 1 chicken burrito, no steak, and a peach jarrito. Called the restaurant and was instantly told that they forgot the burrito on the counter and to "call UberEats - they'll refund you," regardless of me explaining that I simply wanted my burrito. To add, the chicken burrito that did arrive was dripping in oil / sauces, despite our ask to go light on the sauce.

Order #3: Tried to order their "Buy 1, Get 1 Free Deal," on the UberEats app. It offered me a BOGO Deal on a steak burrito and even doubled the added lime jarrito. Upon trying to cash out, it continuously froze. When I went to their UberEats website instead I found out why - they had updated the offer to only provide BOGO on the burrito and not the drink. Fine. I made the order regardless. Only ONE burrito arrived AGAIN with a very warm lime jarrito as the restaurant had once again "forgotten it." To add, this was also dripping in oil / sauces, despite my ask to go light on the sauce.

Side Note: I remember being able to call in and have my order auto-recognized from my phone number. The manager prior had told me that they had installed a new system to recognize phone numbers and store users' food preferences. This was awesome. Why you would get rid of that absolute time-saver is beyond me.

Good luck...