Fresh Burrito — Restaurant in Oakville

It was my first time trying this place and had placed the order through Uber Eats. The food tasted good, however, I did not receive the salsa with the chips for the combo for 2 soft shell tacos. I had witnesses present while opening the sealed bag and there was no salsa, all containers were checked as well just in case. I had immediately called the Uber deliver driver (Umer) very briefly after dropping the order off at 10:31pm stating the issue since I have never had an order missing items before. He directed me to call the restaurant or contact Uber regarding the matter. I had called the restaurant at 10:33pm and explained the situation multiple times over the phone to an employee (Urbi) which took several minutes to understand that there was no salsa provided, I continued explaining and thoroughly stated exactly what I had ordered and what was missing (salsa) and she apologized and assured she would send out extra salsa. I was satisfied with this and stated I ordered through Uber eats and asked if it would it be delivered through them, she confirmed. Then I started to wonder how I would receive the order because Uber eats is completely different than the restaurant itself and 2 hours had gone by. I called the restaurant back at 12:38am and restated my order along with how I called earlier about my issue and was following up. The same employee from earlier (Urbi) initially thought my order was a completely different one than I had stated at the beginning of the phone call when started the conversation and then clarified she had talked me to earlier on the phone about the missing salsa. Urbi then remembered and stated she personally packed the salsa with the order. I then immediately think back to our phone call 2 hours earlier regarding how I did not receive any salsa and only chips and she said she will compensate extra. I was and still am absolutely angry with the way I was treated by this employee who started arguing with me that she personally packed it in the order. I kept explaining that I had received the bag sealed (not been tampered with) and there were witnesses who had seen the bag open and there was none provided, additionally I was also explaining my character and how normally I would understand if mistakes were made, at the end of the day its only salsa… but I’m in a hotel room with no condiments whatsoever and have this woman arguing with me about how it was packed in the order. Meanwhile 2 hours earlier she said she would send extra. I was extremely upset and she argued to the point where she said to ‘come in to the store tomorrow, my manager will be there, you can check the cameras that I packed it’. I explained once again how I had no reason to lie about not receiving a condiment ALONG WITH MENTIONING RECEIVING NO UTENSILS WITH THE DESSERT EITHER. She just continued saying she had packed it arguing with me and eventually asked how I was wanted to resolve the problem, I reminded her how I was waiting on salsa from 2 hours ago and then she argued again saying that she ‘packed it and meet the manager in store tomorrow’. I am extremely extremely disappointed and dissatisfied with the services I received from this restaurant, it’s a shame because the food was good. I understand if mistakes were made and things were missed but to completely be rude, argue with and contradict your customers is unacceptable. I truly hope this woman receives training on customer service and changes her attitude. I asked for receiving compensation on the side of the combo for chips and salsa and she restated what she said earlier about packing it, checking the cameras and meeting with the manager in person the next day....

We have ordered from this restaurant around a dozen times, the food is typically decent, however, we order online and despite being given a pick up time they do not start your order until you arrive. There is always just 2 people working there that cannot keep up with the in restaurant traffic, which means you end up waiting for 30 minutes for your food. Very frustrating as the reason you order ahead is so that you don't have to wait. I tried to explain that to the lady that works there (maybe the owner) but it seemed totally lost on her. This last order they forgot the sauce on the buritos and the quesadilla was almost exclusively onion. We have lost patience with this restaurant and will not be going back as there are several other Mexican options in the area with better service and equal or better food. This one just happens to be the shortest drive. ...

Its going to be hard making this review because i've had different experiences. Both positive, and negative.

Don't get me wrong, Im happy we got a mexican spot here but Im not sure if it exceeds expectations.

One thing that's always positive is that the store is clean and the staff is great

Sometimes the food is ify (I.e. The sauces had a very mild taste so it was hard to get some flavour out of them)

The meat is good but again sometimes it tastes unmarinated.

You can't go wrong with rice so it's good

Quantity is sometimes on the low end, please raise portions a bit and keep it like that (i.e more rice)

Prices are definitely on the high end but I get it because its fresh food but I know it could be a little cheaper!

Still a great place! I won't stop coming here tho, hope I see...