Fresh Burrito — Restaurant in Toronto

I don't and rarely like to leave negative reviews but customers sometimes need to be informed. My first and last time ordering from Fresh Burrito. My food was far from fresh.

This establishment was extremely unprofessional. My food was missing chicken portions to the meal and was cold. I immediately called them. The food as a whole was half empty within their containers. I contacted the Business. The management and the owner both attempted to claim the order I received was not the same. They made up an elaborate story about how they checked the cameras of who had prepared the order, despite the photos I provided. My photos are below with the receipt confirming it was the intended order that was poorly served. The presentation of the food is terrible.

The owner chose to be rude and didn't ask me what the issue was in the beginning. He proceeded to interrupt me, and tried to not allow me to speak because he thinks it was acceptable to talk over me instead of first listening. He made multiple excuses. Fresh Burrito does not respect customers where mistakes are made and there is need on their end for improvement or correction when an order is poorly made.

They didn't apologize for their mistakes despite photo proof of the items that were delivered to me. The Owner of the establishment became emotional, and threatened to sue me if I left a poor review, out of immaturity stating if he receives negative reviews this is what he would do, speak to a lawyer and proceeded to hang up on me. This is how Fresh Burrito implements customer service solutions. No concept of accountability or knowledge of the law when there is proof.

I will never order from them again, and do not recommend this establishment as a selection choice. I would like to thank Uber Eats for providing me an immediate refund, and keeping record of this incident, they didn't hesitate to help.

Update: The response I have now received below from management proceeds to not take accountability again. They consider a request to correct a mistake as a threat which is a testament to not understanding how to solve order issues when the service provided does not meet to standard. There is no such thing as "free food", when you never provided me what was meant to be served within the food. A bad review comes with bad service, threatening to sue me, and no solutions presented. This food was not tampered with, it was poorly served, not fresh, and didn't come with the chicken toppings as it should have. The excellent service to their guests they claim they provide was not provided to me.

My call with the owner and management is documented, this establishment will have to learn the hard way if this continues to impact future customers, by doing business in bad faith. It shows a lack of integrity as a business owner and respect for your guests. This is not the fault of the staff but disingenuous Ownership which compromises their Manager, the staff, and takes advantage of customers and trains poorly.

I stand...

First time trying.

Service. Not bad, not very welcoming. Talks in different language. I don’t mean that workers shouldn’t be allowed to speak in their own languages, it’s a multicultural country, BUT at least try to avoid talking in other languages other than English/french at least WHILE serving customers. Feel free to speak in your own language when not serving customers. One of the staffs can’t be bothered to at least remove the frown on their face, don’t have to fake smile but at least don’t frown while serving customers especially when you have to interact with customers while making orders? At the beginning of ordering, maybe try to at least ask NEW customers what they want or maybe tell the customers what this shop offers. We didn’t know what and how to order and the staff was just like, “Sauce? Salsa?”. Maybe at least tell the customers what sauces or whatever they can get? Just saying, but overall, service wasn’t bad.

Food. We ordered large burritos, which actually felt LARGE haha. Very filling and I think it’s worth the price. Just a bit salty but after a few many bites, I forgot that it was salty coz it’s gotten good after. UPDATE – I found the culprit. The black beans made my first burrito from here super salty. I just ordered my third burrito and picked pinto beans instead of black beans, burrito tasted better and not salty anymore. Regular sized burrito is still big enough!

Would recommend, I would say it’s better than Chipotle when you’re craving some burritos. Large burritos are from 12$ and up, depends on what protein you get. We were gonna order some nachos but the picture on the menu showed lil burnt nachos 😆.

Would I come back? Yes maybe, lol. Now that I know how to order at this place, I would definitely come back again. Really close...

I am so sad to be leaving this review because I watched this business open and have been rooting for them from the start! Sadly, the new staff are not following food handling standards and the quality of the food and service has suffered immensely since they started working there. I had noticed the quality was starting to slip and had been ordering online. There were some changes to the menu which could also be contributing to this but for sure the two girls you have working there now, need to be retrained or let go. I am posting this so the owners of this restaurant can see it. Below is a picture from ordering to my home. There was a piece of metal in my food. I didn’t post about this because I was hoping to see the owners in person and tell them. When I went in next, I was sure I found the source of the problem. New staff. They were not following basic food handling requirements. Using one utensil for all of the toppings, mixing salsas and veggies and cross contaminating everything. I also noticed that they didn’t fry the sweet potato’s long enough so now instead of crispy it’s all soggy. The ground soya option was over seasoned, and this most recent trip, the food that came back had hard, undercooked rice, unseasoned guacamole, again the sweet potato was undercooked and somehow the texture of the beans seemed off. I have given it enough chances now to be sure that the quality has slipped all the way off but am posting here so the sweet husband and wife who own this restaurant, who worked tirelessly to get it off the ground, can know their new hires have now ruined this restaurant for loyal repeat customers. I’m sorry to post here but please retrain these girls before someone has an allergic reaction because of their poor...