Mochachos La Lucia Ridge (ILALA) — Restaurant in KwaZulu-Natal

This review is based on a serious food safety incident that occurred after I ordered from Mochachos ILALA La Lucia Ridge via Uber Eats.

I ordered two burritos and a large portion of chips. Upon arrival, both burritos were soggy, poorly constructed, and falling apart, as the undersides had clearly not been toasted. The chips were soggy and stale, falling well below the standard I have come to expect.

The situation escalated when I bit into one of the burritos and discovered a chicken bone embedded within the filling. This caused a cut to my gum and rendered the remainder of the meal inedible. Handheld foods such as burritos are intended for direct consumption, and the presence of concealed physical hazards represents a significant risk to consumer safety and well-being.

I have shared photographs of the burrito and chicken bone with Uber Eats, and the incident has been formally acknowledged. This review is intended to highlight the severity of the issue and to encourage the branch to review and improve internal food preparation processes to prevent recurrence.

Since it is not possible to respond directly to this reply, I am addressing my response down below to my initial review of my meal.

Thank you for your response. I have reviewed it thoroughly. While I acknowledge the effort to provide explanations, I find several points inconsistent with both the facts and the photographs I submitted to Uber Eats, which have been formally reviewed and authenticated. For clarity, I will address your statements in order:

Use of deboned chicken breast fillets While I appreciate your assurances regarding your supplier and deboned chicken breast, the fact remains that a bone was present in my burrito. I have provided photographic evidence clearly showing the bone to Uber Eats who have confirmed this hazard and apologized profusely. Regardless of your supplier’s process, the end product I received contained a physical safety risk.

Video footage of burrito assembly and toasting Although your team conducted an internal review of video footage, I cannot authenticate this material. My observation, based on the product I received, is that the burritos were not toasted evenly and one was torn on the underneath due to not being grilled sufficiently prior to consumption. It is reasonable to conclude that they were not prepared identically, as your footage claims.

Feedback from another customer I cannot verify the experience of another consumer. My concern pertains solely to my order, which contained a genuine safety hazard. The presence of another satisfied customer does not negate the issue I experienced. My review should be treated as actionable feedback to uphold product quality and consumer safety.

Delivery time and temperature concerns Delivery delays do not explain the presence of a chicken bone or the inconsistent texture and color of the burrito. While temperature may affect warmth, it does not justify physical hazards or substandard preparation.

Chips quality To clarify, my review did not concern the temperature of the chips but their quality. Both the burritos and chips failed to meet the standard I have come to expect from your branch. Specifically, the chips were soggy and stale tasting.

I reiterate that my concern is not related to delivery timelines or temperature, but strictly to product quality and safety. While I am unable to authenticate your video footage, I am in-country and can view it in person if required. I am also willing to share the photographs of the burrito and chicken bone again; Uber Eats has these on record and has acknowledged them.

My intention of this review is to ensure accountability and prevent a recurrence. I have enjoyed Mochachos, and this was an unfortunate incident; however, given the safety risk involved, I felt it necessary to leave a review. I trust that your branch will treat this matter as an opportunity to review and strengthen internal procedures to prevent similar incidents...

It is synonymous with Chicken/Steak and people are veering towards Vegetarian/Vegan , so my ratings is based on that.

Pros: Great food, huge portions for price point. Option of Vegetarian crumbed patties for a schwarama, burrito or burger. Their fries hits right, spiced , crisp & not oily. Nachos are excellent.

Cons: On the Uber Eats/ Mr D App versus calling/ counter orders no option to select a Vegetarian in place of steak/chicken.

The Quaesidilla, Nachos, burritos, schwarama, burger were only Vegetarian as they run out/ don't stock chimmi chingas/tacos/enchiladas for a Vegetarian option.

The chutney/relish, sour cream & guacamole are meh (my home made variants taste better) not sure if this is a predone issue.

I would seriously order from here more often if they fixed the freshness of the sides & by offering plant based options on their meat...

i've eaten Mochachos across the country but my favourite is La Lucia Ridge. The friendly staff are a pleasure to deal with. They are at your beck and call and the service is impeccable. Now the food, my partner is set in her ways and she always has the fantastic nacho burger. The love and care and attention to detail in preparing this monster burger is very apparent. i go for the healthy options most times but today i chose the quesadilla and man oh man was i surprised. The chicken was tender and succulent and the cheese melt and peppers and onion made it even better. Call these guys and give them your order. They will not disappoint!!!! Special mention to Ash who is amongst the best in the world in terms of service delivery. The man is a legend in the industry and after meeting him, you...