Burrito Boyz — Restaurant in Toronto

I wish I could give less than one star due to the frustration of this issue that I continuously face at this location. Let me paint the picture for you.

You only get a 30 minute lunch break like many of us that work day to day. You work less than a few minutes from this location which is very convenient for lunch. You call your order in ahead of time so you don't have to stand in line with everyone else. That, and you have a short lunch period. "That'll be 15-20 minutes" they tell you. This is at 12:40pm, lunch being at 1pm. Perfect.

1pm hits and i leave to head to this location. 1:05pm, i'm there. I get in and they call out "So and So is here for pickup!". That's when the folks behind the counter grab empty containers and start filling it with toppings (i got two naked shrimp bowls btw). That's also when the chef working thought that this would be the best time to start cooking the shrimp for my order. 25 minutes after i called in my order. An additional 10 minutes later and my order is complete. So that's 15mins left of my lunch break to "enjoy" (read: stuff my lunch into my mouth as fast as possible) and get back to work.

Whomever manages this location, what is the point in calling in? Like seriously. This has happened so many times to me at this location that i'm now willing to drive farther on my already short lunch period just to get timely service. It's not like i'm just showing up and complaining because the place was rammed at lunch. I call in my orders ahead of time to avoid this very exact issue. Your employees don't know a single thing about managing their time or they don't know how to tell the time to begin with. I don't know what it is, but i do know that they should not start preparing my order when I arrive 20 minutes AFTER calling it in the place the order.

I would avoid this location is you're...

My Review: Unfortunately this place has gone from a 5 star (when it 1st opened) to a 1 for me (past yr alone) I've had a bunch of mistakes and rude customer service but continued to return because they make a great product.

Considering the traffic they get, they're decent for speed. And its also because of how busy & fast they're always moving, i haven't always complained about the messed up ingredients. BUT, my low score is because of their customer service.

My Experinces: In this past yr, I've had a manger accuse my wife of trying to get a free burrito by claiming our order was wrong (i brought back the wrong burritos uneaten/untouched) & they apologized and tried to throw nachos my way. LOL.

I still continue to give them my business weekly & just now a female on the phone was being difficult, rude & trying to correct me when she just didnt understand "can i get 2 GF Steaks, 1 the same as the last order & 1 will be new toppings" I didnt ask for an apology or an admitence, she couldnt just take the damn order (ur 2 cents isnt appreciated; wish i got her name)

My Conclusion: I told her to "just cancel everything." I will drive 5-10mins further to the next locations at Norseman/Kipling or Lakeshore/Brownsline. Queensway franchise has lost my weekly...

EDIT: Revising my review to 4 stars. Management/Owner gave me a call about the below situation and I did end up getting a refund. I've since eaten in and got take out from this location and they've really tightened everything up. The staff are friendly, burritos are tasty, and you can count on staff & management to make it right if they messed up your order. Really happy to see an improvement in operations at this location.

Ordered ahead of time via their iOS app. When I arrived at the time expected & texted to me, they hadn't seen my order, and did not get started. I was offered a vitamin water for the inconvenience - I appreciate that. After waiting 15 min for my order, I drove home to find that they had messed up one of the 3 burritos I ordered. I gave the store a call, they asked if I wanted a refund, or if I wanted to drive back to the store to make me a new burrito - I didn't want to make the drive back (who would). So they took my information, and said that the owner will give me a call (this was on Dec 22). Still haven't heard anything back - which is a shame. Piss-poor customer service. I won't be ordering or eating at burrito boyz anymore. If you're dead-set on eating at burrito boyz, steer clear of...