Mucho Burrito Fresh Mexican Grill — Restaurant in Ottawa

So I’ve been coming here quite a few times as it became easily one of my favourite spots to get a burrito bowl. My boyfriend usually always gets a quesadilla no matter where we go whether it’s Quesada chipotle etc he always gets the same thing. Anyways we went in yesterday after ordered what we usually do and when it came to my boyfriends order he was trying to pick what to put in his quesadilla which he had done before here and this time my boyfriend wanted rice on it and the guy straight up shook his finger and said no like ok? I guess no rice for us lol then he wanted corn on it and the guy explained the only thing that comes on a quesadilla is jalapeño and cilantro so my boyfriends like ok well I don’t like either of those can I get corn and pico instead and the guy once again shook his finger and told him no cannot do that it won’t fold too soggy. Excuse you? I asked the guy so you all of the sudden charge extra for ingredients on a quesadilla when you charge the same price for a burrito and I’m barely getting anything on the quesadilla that I actually like and he’s like yes we charge 25 cents extra per ingredient. Why not give the OPTION of 2 ingredients instead of choosing what comes on it. A lot of people have the gene where cilantro taste like soap and there’s a lot of people who don’t like jalapeñ9 so very odd to not atleast offer options. We watched the guy behind us order the same thing and try as well to get rice on it and once again, the guy shook his finger and said it won’t fold that he can’t do it and the guy was like I like mine soggy like it’s fine and the guy kept telling him no It won’t fold. Customer service not great and in my opinion if the owners are being stingy about ingredients, you probably shouldn’t be running a completely customizable burrito place if you can’t customize it maybe a different style works better. Also I’ll throw in the fact majority of the sides they have take a while to get to you. Ordered the fiesta fries took 10 minutes we were already done eating by the time they got there. Overall probably won’t go there as I don’t wanna pay the same price for a burrito and barely get anything on it and have to pay extra to get my boyfriend what he wants after...

It used to be my favorite burrito place, but since last year a lot has changed and I'm disappointed. Especially in the customer service area. The food still tastes pretty good but the portioning has drastically gone down from how it used to be.

I came two weeks ago with my boyfriend. We split a mucho burrito. When we came in, the store was empty, we were the only ones there. We were served by what seemed to be a supervisor. She was extremely rude, she didn't have a smile and served us with a straight face. When we asked to split the bill, she rudely said she was not able to. --- I, for a fact, know that there is a button on the cashes there to split the bill. There was no one in the store so we wouldn't have taken any time from another customer, she just didn't want the hastle. I am disappointed a SUPERVISOR would act in such a way.

The food still tasted good, the quality is not as good as last time, but expected since they have completely new staff from last year. -- In the last few months, I have noticed some supervisors have been asking employees to add less to burritos. Last time I came, I got much less rice than I usually get and was disappointed since the prices are still the same.

With competition like Chipotle in town, they will need to step up their customer service game.

The positives: The food still tastes good. There are charging stations along the wall by the windows which is helpful for people who want to study/charge their phones while eating. The restaurant layout is nice, but it could be cleaner.

Edit: The Cinco de Mayo...

Need to improve their communication or menu knowledge. I asked for just chips and guac (which is not a combo, separate menu item) at the cash when I got there to pay he asked if I wanted a combo and I said no, because I just wanted chips and guac. After a second I said actually I’ll have a water, to fulfil the combo. It came to 30$ and when I got home there was just water in the bag. Really didn’t even need the water I was just getting it to satisfy the combo, but it’s not the first time miscommunication like this has happened and it’s annoying. The menu item is not marked as a combo so why call it that if that’s not the case, it‘s confusing for the customer. Especially when I’m a frequent tipper…When I called to ask about the mistake he told me I said I didn’t want it chips and guacamole cause I said no to the combo? But that’s not even what I asked for, for context I had a bubble tea beverage with me which is why I didn’t want a drink. Overall poor customer service, an apology for the confusion...