Tortilla Leeds — Restaurant in Leeds

Appeared to have a decent choice. I visited on Sat 22nd May with friend and I came up against something I can't describe but it's not nice. We ordered Beef wraps, same size. I asked for a bit more beef as it appears fatty I was told I had to pay another £1, I declined and said I'd like another, A staff member next to one serving me took it upon himself intervened and swiped the wrap away in a rude manner and dumped it in the bin. He then carried on serving another person next to me.

The person serving me looked miffed so I said " ok, let's start again and I ordered chicken with the same rice n bean filling. My friend changed her order from beef to chicken also to avoid the lump of fat. I was offered cheese sauce Guacamole and another thing all with a charge of 50p to a 1pound, i refused to pay anything more as many other places include those in price. I paid at the end for both mine and friends. They added up being the same. How was that when I had no extra but my friend had all with z price attached to it. My friend, she was offered sweetcorn, Guacamole cheese, a salsa thing, hot sauce she asked for a bit of everything n that's what she got where as I was being charged for exactly the same thing. I spoke to the Assist manager at the time and he said The guy that served me probably forgot to offer ME the same fillings???!! How can that be when he was charging me for the fillings??

It was a nice taste filling wise but the wrap was like raw dough as it sat hot in foil sweating as I had to clear up the matter with the "Manager" and whilst he had to go through the till orders to find my order. This experience that I don't want to call a Racist experience, has put me off coming here again. I'll go next door to Rolawala!

My friend is White im a person of colour, I don't understand why I'm charged or she isn't charged with plentyof offers.. there's no acceptable explanation. I wouldn't eat here again nor recommend here to anyone because of...

Usually have Tortilla every week in London and whenever in Leeds for work so very familiar with portion sizes, the product and locations. Maybe they had new staff on 28th Aug around 4:30pm but CX was atrocious. Asked for a large burrito and went for chicken. Individual serving me was extremely stingy with portion sizes. Sure they are not going to be exact every time but we are talking about ridiculously less and just flagged it up because sometimes with new staff it does happen. And it is easily adjusted. Rude response back and generally not interested. Just left and went to Archies. On my way back, I did flag this up to supervisor but he started with differences in regions ie my experience is mostly in London and how chicken is different (lol). We are just talking about consistency of service and a more friendly way to resolve it. He did seem to get it towards the end. This is honestly CX 101.

If Tortilla Trinity is that successful that it can’t be bothered to listen and fix minor issues when they arise, even if rarely, then many other options available in Leeds which I’ll pick going forward. I’ll stick to one’s in...

The food was lovely and the man who greeted us at the first station was very kind and ran us through everything. However my excitement for my tacos was splattered when I got to the second station and I was greeted with the rudest customer service I have ever received. The lady (if I remember right her name tag said something like Joola) snapped at me when I didn’t hear her ask me about having guac. Thinking this could have just been just an issue she had with me. I watched my friend to see if she received the same treatment. Which she did, and was just as taken aback. We were the only people in the queue at the time so lunch time rush was not an excuse. The other staff members, in my opinion, looked embarrassed. I have never left a bad review for anywhere. In fact I rarely leave reviews. But this encounter left me so shocked I can’t stop thinking about it and feel this really is something to be addressed. Despite the nice food, I will not be coming back if this is how a staff member is allowed to...