Mucho Burrito Fresh Mexican Grill — Restaurant in Ottawa

I recently placed an order through the app and followed the stated security protocols by adding my partner’s name and credit card to ensure he could pick it up. Despite these measures, when he arrived on February 5th at approximately 5:45 PM, he was informed that the order had already been given to someone else—without proper verification.

Not only was this a clear failure in following security procedures, but the way my husband was treated by staff was also disappointing. A verification process exists for a reason, and it’s concerning that it was disregarded, compromising both order security and customer experience. My husband was instructed to call for refund, of course it's just a mailbox. I am worried we won't see that any time soon or at all.

I hope management addresses this issue to prevent similar situations in the future. Consistency in enforcing protocols and respectful customer service are essential for...

Walked in 20 min after opening - woman working kept us waiting while she continued to sweep the floor, didn’t even look up and acknowledge us. We actually didn’t think she would be the one working the counter. She finally finished and went to put the broom and dust pan away, and returned so quickly we knew she hadn’t washed her hands. She did put one glove on before serving us, but I was repulsed by the thought that she hadn’t washed her hands because what else was she doing before sweeping? . My husband ordered and she made his order completely before coming over to take my order. Then when I did order they didn’t have the item I wanted. I was annoyed at this point so didn’t bother ordering anything, I...

I’m a bit conflicted on what star rating to add here. My burrito was great. The service was great. The problem is that I was notified any tips when you pay by card don’t go to the employees. That they go to the owner. And I don’t think that’s right at all. And if the owner sees this and feels like getting upset at the employees…this was a while ago.

If you want to tip them, leave change. Don’t tip when paying with your card as it isn’t going to the person...