Tortilla Clapham — Restaurant in London

I’ve visited this Tortilla before and the lady who served me was lovely but tonight a different lady, whose name badge said Karolina was incredibly rude and dismissive. As I was paying I saw a Too Good To Go order being made incorrectly so a fresh one had to be made, so I asked the gentleman who had served me if the incorrect one would be available on the app and he said yes. I was stood by the counter downloading the app and Karolina shouted over and asked why I was waiting so I explained the situation and she shouted back in an incredibly rude manner that they had a limit of 3 per day. I asked whether this included the one made by mistake, or this was an additional one that could also be sold and she rolled her eyes and continued to shout at me over the counter to the point the remaining customers sat in the store looked over. I understand why it wasn’t possible but she spoke to me an incredibly dismissive and rude manner which made me feel incredibly small in front of the other staff and customers. It was an honest question, and frankly I thought I would be doing them a favour by avoiding food waste (I don’t know what your policy is regarding food going to staff) so didn’t expect to be patronised to this degree and feel quite put out by it. Will not be returning to the store which is a huge shame as I have a loyalty card and this specific store is on...

Update upon my recent visit- The 3 great friendly staff have left and the service is suffering! Current staff are not friendly and serve minuscule portions despite the hike in prices. Not happy and hence come down to 3 stars. My previous review is below.

Great place for quick and healthy lunch. I go for the low calorie naked burrito which has lots of fresh and raw ingredients. They now also have the vegan option with jackfruit. I am not a great fan of burrito because the thought of rice wrapped in a flour tortilla doesn't agree with me. They do a loyalty card deal. 5th purchase has free nachos with salsa and 10th burrito is free. Whilst the latter option is great, I don't like the 5th purchase option because it is quite unhealthy and nachos is not my personal favourite. Staff is generally great but the younger trainees can get quite stressed during busy lunch hours. I had made a complaint against a couple of trainees which were dealt with very effectively and professionally by the managers. It would be good if they can have a better alternative deal with the 5th purchase. Quite clean fast...

I have been trying to use my member's card multiple times, every time they tell me to go online. They have never explained what I'm supposed to do online. They have also never provided a receipt, for me to claim my points when I manage to register online. I have lost the points of at least 4 visits because no member of staff has given me a clear explanation. This isn't only at this branch, I have tried other branches as well.

Regarding the decor, standard Tortilla decor, which is okay. The music was so loud that I couldn't hear what the employee at the counter was saying and had to ask them to repeat themselves multiple times. No staff member thought of just lowering the volume instead of having people shout at eachother to be able to communicate. The quality of the food surprised me, as it was not on par with other Tortilla branches I've visited. And as always, the food needed salt (which is an issue I've encountered at every Tortilla I've been to), but they don't provide you with salt. The staff was friendly and polite, but also seemed to not be very 'present.' I felt like I was...