Tortilla Lakeside — Restaurant in England

I couldn't believe how horrible I was treated at this place by a staff who said to be a supervisor, Steve or Stefan his name. I work in the shopping and I eat everyday in the food court and never have had any problems before. What happened was, I asked this person who doesn't have any manners to put a little bit of guacamole for me, I had already paid for my plate and then he said I should pay 80 pences extra for it. I said to him that I would pay together with the takeaway I was willing to take home for my son or I would go back to eat there again next day and pay the 80 pences extra. Also the card machine would charge you as normal for a transaction of just 80 pences, I wasn't asking him anything for free, chips, another plate or a drink, was a little bit of sauce and he was very unpolite, so rude, he said: _ I don't care, you pay to have it or I won't give it to you. Is not about the guacamole, I can have it anywhere, anytime, it's about the way this person treat a customer that could be a client because of a sauce. The way he talked to me. How someone who doesn't have any customer service skills could be a supervisor ? I went to buy a perfume at House of Fraser Today the guy was so polite, had manners, so kind that I wouldn't think to buy anywhere else anymore, but I can't even think about passing in front of Tortilla because of this Steve, Stefan, person. I am saying that because what makes the big difference its how we feel in a place as today's days we can find anything just right in the corner. The place lost me , my partner , my son, everybody who I work with in the shopping And also everyone I can tell about it...

Would definitely never go back. Me and my sister were wanting something to eat and decided to try a burrito here as we’ve never had tortilla before and it looked lovely. While they were making the burrito we found it it difficult to know what each item was, and found it odd that beef was 70p extra, even though the two options were only beef and chicken. While we were paying for our meals, the worker insisted that my sister hadn’t paid for her meal, and that it declined but she had received a notification to say it had come out of her account. The lady serving us was very rude and kept saying that it has declined and we wouldn’t get our food unless she paid for it. So my sister paid again and we went to sit down and she received another payment notification, so she had been charged twice. Luckily the manager refunded her the money so the problem was solved.

We then finally went to eat our meals and as I opened up my burrito the chicken was pink inside. There were various pieces that looked as if they were still raw. I then went back up to the till and explained what the problem was, and was told it was impossible to be undercooked as the chicken is precooked, however if it is precooked how is it still pink? I showed her the chicken and she took the tray from me and said “what do you want me to do, would you like a refund or it remade” I had been put of eating by this point so I asked for a refund. Throughout this she continued to shake her head at me, roll her eyes and insist...

This was my first time at tortilla and was specifically excited about trying their new beyond meat steak. First, the service was super rushed and confusing, and they couldn’t give me enough time to check what was vegan and what wasn’t. I asked if one of the rices were veggie (as it look like it had chicken in) to which he went “vegetables, okay” and put the fried veg in the burrito, which I wasn’t planning on getting. They then passed the burrito down the line, rushed again, to go and write “V” on my partners burrito which contained chicken, and leave mine blank. I was unaware of this mistake until I bit into the wrong burrito, assuming the one they marked as “V” would be the vegan one….I’ve been vegan 9 years and this is the first time someone has cocked it up for me…disgusted. When staff came over to ask how it was, he could see that I had spat the food out onto the napkin. My partner explained the mistake they had made, to which he laughed and replied “yep, that’s the chicken one”, and then walked off. In terms of the food, the fillings and sauces weren’t distributed properly, therefore it was plain until the last quarter, and it wasn’t that tasty either, considering I had almost every filling in it that was vegan. Never eating here again. Food was mid, service was crap, and they couldn’t care less that by eating meat after this long, could make...