Tortilla Greenwich — Restaurant in London

I am writing to formally raise a complaint about the service I received during my visits to your store, both last Monday and today. Unfortunately, my experiences on both occasions have been deeply disappointing due to the lack of professionalism and courtesy displayed by your staff. I presented a £5 student voucher during my visits and asked the staff for clarification on its use. To my surprise, they appeared unsure about the voucher and were unable to provide any helpful information. Their approach was not only unprofessional but also rude and dismissive, making me feel as though I was asking for something unreasonable. Their tone and attitude were disrespectful, and if you review your CCTV footage, you will clearly see how they treated me. Last Monday, I was so frustrated by their misleading information and unhelpful behavior that I ended up leaving my food behind. Regrettably, today I encountered the same issues. The two staff members involved—one who prepared my bowl and another who served me, Nafiz—demonstrated a continued lack of customer service skills. Neither of them smiled or made any effort to assist me, and they appeared to lack the training required to provide clear information or a welcoming experience for customers. To add to the poor service, I had to explicitly ask for a bag and tissues at the end of my visit, which should be offered as a standard part of the service. If your staff are unwilling to honor discounts or provide proper service, perhaps Tortilla should reconsider offering such promotions altogether. This experience has left me feeling deeply dissatisfied, and I do not intend to return to your establishment unless there are clear improvements in customer service standards. I strongly urge you to provide the necessary training to your staff on professionalism, courtesy, and providing accurate information to customers. I hope you take this feedback seriously and address the issues raised. I look forward to hearing about the steps you plan to...

Went to Tortilla Greenwich last Wednesday and was met by top of the workers and came with a friend. Despite looking but menu online, when I saw the menu it was a lot more limited than what I initially thought so after spending some time I ordered a chicken quesadilla and my friend got loaded nachos. The chicken quesadilla (£6.95) which I thought was a decent price for what I got and consistent with the prices from other food items on the menu.

I did feel a bit of annoyance from the workers when trying to determine what I wanted in the quesadilla. As it’s my first time I was not familiar with how Tortilla worked and so did take some time to understand what I couldn’t and couldn’t have. I think the workers have to understand that not everyone is familiar with how these things work so explaining things clearly would be much better or even asking “Have you been to Tortilla before?”. Even them speaking I could not hear so they need to speak up so the person ordering can hear :)

Received our food in a decent time and went upstairs, was not busy at all only a couple of others. Whilst the quesadilla was nice it would have been better with a side of nachos (what I saw was offered as a side online at this specific Tortilla) so for it to be removed off the menu seems like a business decision but should be considered to be brought back because it was yummy but not filling, but again you get what you paid for!

The interior decor especially upstairs was really nice, had this Tex Mex feel to it whilst having the modern look of other fast food restaurants and there was seats upstairs but it seems like if you are a large group may struggle to have seating that fits all of you.

Overall a decent trip and some decent food, if in Greenwich and need a quick bite then can come here but I would not be rushing back to Tortilla. May need to try other locations to have a more in depth feel of the...

I normally LOVE your Barbacoa burrito, so much so I used to go to Westfield Stratford specifically to get a burrito from Tortilla there. We had a very delicious one a few weeks ago on site, at the Greenwich branch, however we placed a delivery order today and it was nothing but problems: super watery queso; they made my partner’s burrito with a scoop of each rice, which he did not order as 1) not possible from Deliveroo app, 2) he LOATHES cilantro rice and always, always asks for tomato rice; his burrito was also really badly wrapped, as in open on both ends, spilling all over the place, every time he tried to get a bit off it; we both ordered barbacoa beef, as we enjoy shredded beef, but we both got massive, congealed chunks, resulting in a two-day-old-fridge-kept-Sunday-roast consistency. Not good. We tried to call the joint to voice our complaints but no answer, surely they are very busy, due to the hot day and what I imagine being a super busy Saturday lunch time in downtown Greenwich. I guess we should have thought about ordering takeout today in general, but it’s still disappointing to get such poor quality from one of our favourite places to eat Mexican. Perhaps they should consider stopping delivery orders as they get busy on site, as this was absolutely not worth the £37...