Zapatista Burrito Bar — Restaurant in England

It pains me to write this as I have been a MASSIVE fan of Zapatista for years, frequently visiting the Newcastle and Durham stores. I know the menu usually better than some of the staff. When I moved to Seaham I was so happy Zap opened not long after— but my god, it is miles away from the expected quality of the other branches. The chips today were cold and stale as they’ve sat there all day. Not the first time I’ve sent them back for that. I get you are not busy at all, but customers deserve fresh and hot food. The quality and customer service just sadly is no where near the other stores and I’m amazed it’s stayed open as long as it has. Sometimes you get two scoops of filling (protein) and sometimes it’s just one. The price is never the same even when you ordered the same dish. There just isn’t any continuity at all. I’m still furious about my uber eats order that I emailed about on the website last year and didn’t hear a thing back. Very disappointing. I think today will be my last visit ever to any of the stores. £18 for a meal for one person and poor quality. It’s a lot for a burrito meal deal vs your competitors. I bet I’ve spent thousands to be honest me and my partner over the years coming and that’s the biggest insult. Hopefully you find my email and get back to me at some point. The place is in a situation where the quality is bad because the food has been sat but then the place stays dead because the quality is bad. Can’t see it lasting much longer sadly. My burrito today was poorly made as well, falling apart before I even had a bite. The price for sour cream, cheese & guac just make the burrito a stupid price and a proper burrito has all three. If expansion is something you want to aim for, the quality needs to be replicated as well. There’s never anybody in, dunno how you cover the wages. You can go to tortilla in Durham now and spend the same and get a much better...

Went yesterday and as soon as I went in I was ignored by the staff member who literally saw me enter. Not even a kind welcome or any help since it was my first time going here. Ordered food and it had no taste or flavour so I would’ve been better off going to the Mcdonald’s opposite. Yes that’s how bad it was. The guy who served me didn’t even drain the bean juice and chucked the juice in my burrito. I also have to comment how this place is not vegetarian friendly since they have ingredients (could be chicken) all over the place. The burrito’s consistency was wet and soggy, so unappetising to eat. Then, it wasn’t clear on what I could have in my burrito and it kept pissing me off how the guy went “that’ll be an extra 10p” like ??? They also ran out of the ingredients but instead of actually making an attempt to try to find some or make some, the lunatic workers just stood in the kitchens touching their hair and playing on their phones. The interior of the restaurant is not the best. I spent 40 quid here, what a waste. Really bad experience here and do not recommend for anyone to...

The restaurant set up is great, it looks appealing , the seating choices are good with a light and fun atmosphere. Having been to other branches, there are a few things that need attention to be top rate like the others.

Colleagues need energy and attentiveness. I had to say 'are you able to take my order' and then start. I know people need to get their head around the menu but I watched two sets of customers just waiting and looking at the menu, even helping a lady understand how it worked, as no one came to help her for a good two minutes. The food was not hot enough, the bain-marie at other branches is steaming hot and I can collect food and deliver it to colleagues 10 minutes walk away still warm. This branch, the food was cold walking across the room and I'd hope it's an easy fix to change that.

It's a great concept and quality menu but these two things need to be fixed to get me back to the Dalton...