Tortilla London Bridge — Restaurant in London

This is what £7.75 at Tortilla gets you…

I ordered a medium salad bowl which (as a default) comes with a lettuce base, a choice of beans, a protein, cheese/sour cream, and salsa.

As someone who is lactose intolerant I wasn’t able to get certain toppings e.g. sour cream, cheese so I chose to have lettuce, pork, pico de gallo, and guacamole (despite the staff not being able to tell me whether the guac had dairy in or not and trying to redirect me to an allergens QR code which I couldn’t find…).

When I got to the till, they charged me extra for the guac without voicing the fact that it would be an additional charge when making my bowl. On top of this, I didn’t get any beans, sour cream or cheese so I politely asked whether I’d be able to substitute these items for the guacamole (without the guac in my bowl I basically would’ve been paying for some lettuce, pork and tomato for £6.65…) and the employee behind the till refused the substitute which frustrated me. I moved on and went to speak with my cousin who had similarly just got a salad bowl. She told me the same Tortilla employee had just served her and given her guacamole free of charge which frustrated me even more…

In the past, I’ve absolutely loved Tortilla - I follow their Instagram, was there for the opening of the London Bridge Tortilla, actively participate in competitions/feedback/burrito fridays etc. but this customer service has unfortunately really put me off going back, especially...

Oh dear. What a mess. I reserved online for collection on a weekday lunchtime, thinking it would be quicker than waiting in the massive queue that develops around this time of day. Big mistake.

There's doesn't seem to be much of a system for online orders despite there being a separate pickup counter. It seems to involve the staff member repeated shouting your order to the staff making burritos in the hope that someone there hears and makes it for you.

10 minutes later I am still waiting for my order. The staff member behind the collection counter is confused about what I have ordered, despite me showing her my confirmation email several times. She says they don't do what I have ordered (a chicken burrito, nothing out of the ordinary). It would later turn out my order has been confused with somebody else's, who has ordered something which is not available in the UK. How on earth you manage to do that through Chillangos online website is beyond me.

My order finally turns up, the staff member at this point is visibly flustered and loosing her cool. She shoves the food in my direction. I can't wait to get out of there.

Tuck into my burrito 5 minutes later and it is the WRONG order. I go back to the store to get my actual order. It is finally resolved by the manager and I am offered some complimentary tortillas and a drink for my trouble.

The food was eventually good, but the online ordering experience is an...

We should've guessed why it was empty on a bank holiday Sunday tbh, but instead we walked in and asked for two steak burritos. "Five minutes" she said. "Okay fine", so I popped to the loo while my husband waited. I got back up and he ordered his. I was ignored until he got to the till end, and she came back and I asked for a steak burrito. Again. "It'll be five minutes" she said. "Oh. Again? He was waiting for me so we could order together". She shrugged. My husband meanwhile asked for the Mexican beer they had advertised and "it's not in the fridge. We have corona?" He asked me what I wanted, paid for that and two coronas, and then went back and asked "okay, what's ready?" and got pork instead. We decided to get chips and salsa at the till as well.

Coronas? They have no limes. 1/5 Steak? Overcooked. 2.5/5 Chips and salsa? The salsa tasted of nothing - not even tomato, what is this salsa supposed to be??? 0/5 Pork? That was at least good. 4/5

Overpriced, rubbish, and the staff were clueless.

Also? Where we sat we could see the food prep station. We watched further customers have to wait again. Then a customer came in and asked to charge her phone. The staff member, with gloves on, plugged it in, and then went on to make burritos for multiple customers with the...