Mucho Burrito Fresh Mexican Grill — Restaurant in Surrey

Went in last week. Had a terribly rude staff member take my order. I immediately noted all of the food looked like it had been sitting way too long. I still ordered because I was so hungry and had short lunch break. Every ingredient I would ask for she would ignore making me ask 2 or 3 times I figured I wasn't speaking loud enough? Before I paid I asked for a bottle of water which she charged me for. She hands me my bowl and just stares at me rudely. I politely asked for my water and then she says I didn't pay for it! Then checks the order and I had paid for it. So then she says ok I can get it if u paid? I walk to my car and open my bowl take a bit fork full and as I raise it to my mouth see a large hair being pulled out of it. I went right back in and another employee immediately saw and apologized. Original employee comes out rudely talking about it and how did it get there. The nice employee asked her to make me a new one....here we go again. She says white or brown rice I say white she dumps on brown. Beans? I say yes but very little she dumps on a large scoop. Then stares at me and says maybe you should talk louder then. So she new she put the wrong rice? Nice staff lady noticed her tone and came to take over. She was very nice but nobody offered my money back? I would imagine that hair came out of one their containers of ingredients so they r already contaminated! If this is the case they may as well have asked me to pull the hair out and continue eating. 🤮

Funny story thr owner responds by asking me to email so they can make things better. I email only to get response of sorry about ur tacos. I never ordered tacos. I was then told to email in future with any concerns....lol so not addressing the hair in my food at all. Owner just put up a response for public to feel like they were taking actions. I wouldn't go there again. They need to clean there food prep area and work on...

Pretty damn good, gotta say, with large portions, served hot & (usually) fresh.

The restaurant has been quite clean every time I visit & customers are served promptly, but I've noticed some neglect on the part of employees when it comes to freshening up the little bins of sautéed veggies etc. They'll leave wilted, discoloured, soggy veggies in the bottom of the bin, dumping freshly cooked ones right on top while still blazing hot. A health hazard (foodsafe anyone?), not to mention verging on disgusting. This is food poisoning waiting to happen, & I pity the poor bugger who gets their burrito stuffed with those soggy, nasty, bacteria-laden bits. But hey, at least they handle those nasty bits with gloved hands 🙄

Not a fan of their fresh, chunky salsa as it seems to not actually be made fresh

I ordered a chicken bowl with guac for from the Mucho Burrito on King George, July 21 at 1:27 PM and was extremely disappointed to find barely a spoonful of chicken in the bowl. I brought the bowl back to the store to resolve the issue, but instead of receiving any real help, I was told I should have taken a photo of the food before eating, as if it’s unreasonable to expect fair portions without needing photographic evidence. I’ve emailed the company and tried calling, but have yet to receive any response. The number listed doesn’t even work. To make matters worse, the woman who claimed to be the manager accused me and my girlfriend of being abusive just for calmly asking for what I paid for. She also claimed that if she remade the bowl, it would come out of her own pocket. That’s not the customer’s problem. I paid for chicken. If I wanted a vegetarian bowl, I would’ve ordered one.

She said she would give us a call to follow up but never did. No accountability, no communication, just complete disregard for customer experience.

After this experience, I looked through other reviews for this location, and it’s clear this isn’t a one-time mistake. Many people are complaining about small portions and similar treatment. Honestly, it feels like they know exactly what they’re doing giving customers less than what they paid for, then refusing to fix it when called out. It sounds more like a scam than just bad service.

This entire experience made me feel gaslit for simply standing up for what’s right. It’s obvious this location doesn’t care about customer satisfaction or taking accountability. I will never eat at this Mucho Burrito again and honestly, this has completely turned me off the...