Mucho Burrito Fresh Mexican Grill — Restaurant in Kitchener

Terrible management. This woman literally made me cry with how rude she is. Will never be returning to this location again after my experience today. Wow

Edited to reply to owner: Yes - you are correct it was my error. I placed a pick up order with Uber eats and I cancelled it in error within 30 seconds of arriving at the restaurant. I explained immediately what happened to the cashier who was making my order and asked for assistance. It wasn’t until the manager stepped in that the problems arose. I never asked for free food from your establishment. I was charged full price from Uber and only asked with assistance contacting them since customer service is closed. The manager was worried about not getting paid and I stood in the restaurant for over an hour attempting to contact Uber after getting yelled at in front of other customer about how I’m Uber’s customer and not her problem. I eventually took the food after the cashier employee very kindly insisted that he wanted to make it right because it was an honest mistake. These accusations you’re making are exactly why I didn’t want to take the order without having you get paid from Uber. YOU should be ashamed of yourself for responding to a customer in such a way and for having no line of contact with Uber when these issues arise. You shouldn’t be using 3rd party merchants if you’re not willing to be understanding when these issues arise. I can take responsibility for having mistakenly cancelled the order. I was still charged full price as a cancellation fee from Uber which indicates to me that you do get paid for the order whether I pick it up or not. Your poor attitude is obviously the reason that your management is more worried about your profits than offering any decent customer service. Embarrassing a customer for a simple mistake is terrible customer service and I stand by my review. If I could give no stars, I would. Thank you for demonstrating to the public what a nasty person you are and why we as consumers should not support your establishment. I will be sharing my feedback with Uber and my social networks, as well as my friends, family and colleagues so hopefully they won’t be subjected to such rude and poor treatment during a time when folks are already so stressed. The whole ordeal really wasn’t worth the bland and soggy burrito, stale over salted chips and overpriced brown guacamole and no amount of encouraging me to be ashamed is not going to change that fact on my end. Give your head a shake and go take a customer service course, Owner. Your grammatically incorrect and emotional display here...

This restaurant had an issue with my order - I paid through the website and was told they did not receive my payment. I showed them my order number, my receipt, and the pending transaction on my credit card - no apology, just waiting for food. They had all my information on a napkin including my first and last name so I’m not clear what was wrong, but I won’t be coming back to this location. They wouldn’t give me the napkin when I asked. Their customer service was abysmal, I was told multiple times the Mucho Burrito website taking my money was not enough for them to serve me. I eventually got a refund after asking them repeatedly to put the order but the manager was extremely rude and did nothing to make me feel like he cared about the issue. Avoid this place, they don’t care about customer retention. I’ve loved Mucho Burrito for a long time but this location sucks. I didn’t end up getting food, just frustration from them saying I didn’t pay them (when I clearly did, their system just sucks and I wouldn’t be surprised if it was this store’s issue because they don’t seem to know what they are doing)

Edit: the owner’s response below shows the exact problem with this location that I faced. I get that it was an issue they couldn’t control, but making the customer happy and not making it their problem - I was literally told to call a random number and ask for help from ‘headquarters’ - is poor business. I was there for 30 mins as they refused to do anything and did not apologize or offer me a discount of any kind. This kind of response to a customer that is right in front of you is how you lose customers, I had multiple receipts and was being told I needed to fix an issue that should have been addressed by their team. It doesn’t matter if it’s ‘headquarters,’ I’m in your store, I can’t believe that you aren’t taking responsibility for how you responded to this problem. You own a franchise, you should be working to make customers want to come back, regardless of what the situation is. They stole my information and even though I had a receipt and proof of payment, refused to serve me, and did not issue a refund until I said I was going to...

This is my 2nd edit from 5 stars to 1 star now back to 5.

They had a poster advertising Unlimited chips and Salsa with meals. On 2 occasions I was made to feel awkward and uncomfortable when going up to counter for 2nd or 3rd half scoop refill of chips on platter. I usually go through 2 or 3 half scoops when eating bowls scooping with chips vs using fork.

I alerted owners to the English of their sign and false advertising and suggested they edit or take down sign. I get some patrons may abuse "Unlimited" offer. I was not that customer. I just wanted 2 or 3 half scoops to finish bowl with.

The husband became quite irate with my calm customer feedback stated above and turned an awkward situation really bad. I then lowered my rating to 1 star with experience written out.

I then spoke with the wife and she got it. She was much more receptive and kind towards the issue and agreed to change signage. Perfect! Revisited restaurant a few days later and issue corrected. If I was offered a free burrito for my time and bad experience I would've gave full 5...