Mucho Burrito Fresh Mexican Grill — Restaurant in Oshawa

What an absolute disaster of an experience. Staff have no customer service skills and gave us attitude when we called them out on it. My wife, hungry toddler and I walked in at 12:15 on a Saturday with 2 people ahead of us in line. First customer orders a regular burrito. Employee responds "We don't have any regular sized tortillas right now", so the customer asks if they can get a mucho for the same price. The employee says "No. there's no manager here that can authorize that. You can order something different". Really? Your staff aren't empowered to give a small and reasonable upgrade in lieu of your business's mistake? My wife and I were going to order regular sized burritos, but whatever, things happen. We were just going to go with the flow. She commented that she'd just order a shrimp bowl, and I figured I'd go for the mucho pineapple chicken they have posted everywhere. Customer #2 asks for a shrimp bowl. Employee responds "we don't have shrimp right now". So those customers leave. My wife's second choice shot down, but undeterred, she says she'll have steak. Our turn to order, and I go first. "Mucho pineapple chicken burrito please". Guess what the employee's response was? "We're out of the pineapple sauce right now". No apologies or acknowledgment that they really weren't doing so well today. That was enough. I said "So let me get this straight. You don't have regular sized tortillas. You don't have shrimp. You don't have your featured chicken. You can add my business to the list of things you don't have today". No raised voices, no cursing, just an annoyed tone. We turned and left. If that was all there was to this experience, we'd probably have come back another day to give them another chance. But no, how dare customers be disappointed in a sub par experience. They had the audacity to start complaining loudly to the other customers in line before we were even hit the door. "What do they expect. It's Saturday. It's busy". I just had to stop and respond with "You've been been open for an hour or two. It's not reasonable to be out of half the menu". He had to double down on his beligerance and came back angrily with "No, you don't understand. You're not reasonable". I told him "Complaining about your customers in front of them and then talking back? You have no customer service skills and I'll be contacting your manager". Unsurprisingly he told me to "Go ahead. I don't care". Congratulations. Staff that doesn't care about customers. Or maybe he was frustrated with management/owners that can't order or prep enough food to even get through lunch. Either way, not my problem. Having worked in customer service for 20 years, I've seen my share of disgruntled customers, and know that if you want them to come back, you have to be humble, apologize, and own it when you mess up. My wife is emailing her feedback to your HO as well, and I'll be sure to let all my friends and family know about our wonderful experience too. And BTW, our Fat Bastard burritos were outstanding and served...

This Mucho Burrito used to be a solid 5 everytime. Food WAS fresh and delicious and the service was good. My boyfriend and I have been going here 4-8 times a month, every month since I moved to the area 2 years ago and it used to be undoubtedly the best dinner bang for our buck. But the last few months it has gotten soooo bad. The employee turnover is one thing. I'm there ALL THE TIME and I very rarely see the same face twice. But nowadays you're lucky if the food is even warm when you get it. More often then not, the food is cold (because they never put the lids on any of the holding units) and has become increasingly inedible. One of the reasons I loved Mucho Burrito is because I'm a vegan and my boyfriend is not. It's one of those places that I can order something delicious and so can he. But damn, the veggie crumble (which is beyond delicious when fresh) is always soooo overcooked, because it sits in the holding tray ALL DAY LONG, and then it gets really hard, chewy and honestly, unappetizing. I get that no one really orders it, but make a bit less more often, instead of making a ton and letting it turn into garbage to feed to vegetarians. We deserve better than that. Especially from a company that prides itself on fresh ingredients. Don't even get me started on the dwindling customer service quality! Even the female supervisor is downright rude and flippant. Today my food was the worst it's ever been. For the first time in the two years frequenting this Mucho Burrito, I actually threw my food out because it is without question inedible. I'm so disappointed. I don't want to give up on this location because it used to be my absolute favourite and sooo close to my house but I don't know, it's just become such a shitshow over there (pardon my language), there may be no hope to save it. Which is very unfortunate. RIP Mucho Burrito, you...

My family used to frequent this restaurant a couple of times a month (I even have a 5 star review from 2 years ago), however, in the last couple of months with the new management, I have had multiple poor experiences. Most notably, quality of food has reduced, portion sizes are laughable, presentation of food is messy and the staff appear to penny-pinch (likely by order of management). Tonight was my 4th visit since the new management took over, and the final straw for me. I paid for chips and salsa ($1.95) and when I was handed the bag, which was less than 1/3 full, I asked if this was the correct portion, to which I was told it was. When I got home I counted 20 full size chips. 20! The chips were not very fresh (although more fresh than the last visit). My tacos were not packaged in the typical Mucho Burrito taco cardboard box with stands for each taco. Instead they were packaged in a Styrofoam container. When I arrived home, my tacos were a mess (see image), even though the container had stayed level in transport. The worker was having a very hard time making my tacos due to this container also. When I was ordering my tacos, I was not given the corn or white shell option, but I was very clearly told I would receive 3 toppings. When I asked for rice in my tacos, the worker looked to the manager (seemingly for approval) and made it seem like he was doing me a favour giving me rice. The new management appear to be cheap, trying to cut costs and in the process cutting quality and experience. For now on, my family will travel to the Whitby or Bowmanville locations. I would rather travel farther and have a good...