Tortilla Canary Wharf — Restaurant in London

Unfortunately, this branch has a repeated problem with failing to deliver complete orders, but what turned a pattern of bad experiences into a catastrophic one was how the manager handled my feedback in person.

My most recent order included a burrito bowl and a quesadilla bundle, which were supposed to come with a bottle of water and a bag of tortilla chips. Both were missing and this was not the first time I had received an incomplete order from this branch. Because this problem kept happening, I decided to visit in person rather than go through another complaint via the app hoping that the situation would improve.

When I asked to speak with the manager, which appeared to be Giuseppe, the situation deteriorated quickly. He interrupted me before I could even finish explaining my personal experience, quickly brushed the issue aside with lines such as “it’s just a mistake” and “we receive hundreds of orders every day, these things happen,” and told me to “just raise a complaint if you’re unhappy.” When I pointed out that this was not an isolated error but a repeated failure, he escalated further, telling me in a patronising tone “If you’re still not happy, then don’t order from us again.”

At that point his behaviour became openly hostile. He raised his voice, waved his hands, and repeatedly pointed his finger at me. This was not only unprofessional but it quickly became aggressive. There was no apology, no accountability, and no attempt to make things right. Instead, a paying customer was treated with contempt and dismissed as if my presence was a nuisance.

A manager sets the standard for an establishment. When the face of a restaurant greets feedback with interruptions, finger-pointing, hostility, and a refusal to take responsibility, it reveals a culture where accountability and customer care do not exist. The repeated delivery failures suddenly start to make sense, because the leadership itself is broken.

This was not simply poor service but a catastrophic failure of professionalism from a manager who should embody the standards of the brand but instead exposed its weaknesses. Despite the food being good and giving this place multiple constructive feedback through the app, what happened today is truly shocking and I will not...

Extremely upset at the level of cross contamination at this branch. There was pork floating on the bean sauce. The pork was also right next to the halal chicken. For Muslims and vegetarians, this is a wholly unacceptable and highly ignorant.

Whilst my order was being processed, I noticed the pork meat floating on the bean sauce, when I pointed out to the server that there was pork meat floating on the bean sauce, he simply lifted the pork out from the sauce and continued to pack my order.

I asked the server to stop preparing my order and highlighted the issue to the manager. The manager asked the server to restart my order but did nothing about removing the contaminated batch of bean sauce (note there remained visible pork pieces) still floating in the sauce.

I highlighted my concern (again) at the staff and manager about why they are not replacing the contaminated bean sauce and asked how I can complain formally about this issue. It was only upon my 3rd attempt that the manager removed the bean sauce completely.

I'm really disgusted at the lack of understanding in this branch about keeping pork meat and halal chicken separate. Its a disappointing that the restaurant advertises a halal and vegetarian menu but has no controls on ensuring they respect the requirements that customers would expect.

DO...

Had finally built up my stamps with enough purchases to redeem a free burrito and had waited for the perfect time. People who greeted me were lovely and said I can get any burrito with my loyalty voucher so I went for large - however one flat scoop of chicken made me question if I was actually receiving the large which I requested.

Anyways, was ordering my usual burrito along with medium guac and chips, when the lady asked me for the sauce to be mild, medium or spicy - and I said ‘Salsa Roja’ as I know my order off memory product by product. Proceeds to put Salsa Verde and when I question her about the colour of the sauce she says ‘yes this is Salsa Roja’. Jokingly I said ‘oh I never knew they changed the colour’ but secretly I knew something was wrong. She didn’t understand the products which I can understand but to dismiss my observation so quickly didn’t sit right with me at all.

Salsa Verde has traditionally given me stomach ache (which I feel now) so I don’t get it on purpose as well as preferring spice in my food when possible. As I normally order through Uber Eats, this was my first chance to redeem a free stamp, as I recently started going in-store during work lunch; with this being my most unpleasant trip to Tortilla yet.

I wish I could undo the...