Tortilla Richmond — Restaurant in London

Absolutely appalling. I went on the 5th Jan at lunchtime and I ordered and paid for the food and drinks. When the order came they didn't have the drinks I ordered, so we accepted less expensive drinks. The manager, Rhiannon was new and didn't know how to refund the difference so she said she would contact me by email later that day. I agreed, which with hindsight clearly was a mistake to trust her to sort this at a more convenient time for her.

She emailed me on 18 Jan to apologise and arrange the refund. the email said:

'I hope that this email finds you well.

I would firstly like to apologise for the delay in contacting you.

I have spoken to my operations manager regarding your refund, and I have been informed that Ritual refunds must be done instore via Chip and pin machine. Unfortunately, I didn’t know that at the time, as it was only my first week in store, so was (and currently am) trying to fully find my feet.

I would like to try and rectify this situation as soon as possible. So, could you please let me know if you are local to the Richmond area? If so, I would like to invite you into the store at your next earliest convenience in order to get your refund.

On top of that, I would like to provide you with a free meal from us here at Richmond, for the hassle. Please do let me know if this is a solution you would be happy to proceed with.

Again, I’m truly sorry.

Best wishes,

Rhiannon General Manager Tortilla Richmond'

I am not local so explained this said I couldn't go in and asked for it to be refunded to card again. Since then, Rhiannon has completely ignored my follow up emails and I have still not received my refund.

Shocking customer service. I have now emailed the main contact address and am still hoping...

I worked for Chipotle in USA long time ago and I think I know what kind of standards and guidelines should be taken in consideration in this type of fast food restaurants. Living in Richmond is very convenient (and delicious) for us to visit Tortilla which we do regularly and I must say, today’s team made our visit nothing but extraordinary; they were working tirelessly when we entered and while we were eating, to keep the hot and cold station clean, they were very pleasant, the food was served PERFECTLY like long time ago, tables were CLEAN!!, they were giving the same polite and kind vibe to every single customer (including delivery people). I normally don’t take the time to write any kind of feedback but these two young guys (a woman with glasses and a man with curly bangs) were absolutely brilliant. Order made today 28.06.24 19:30(ish). No...

My wife and I ordered a couple of burritos tonight and when they got to us they didn't have meat in them like we ordered. When my wife called to ask to have correct order sent to us the woman on the other end of the phone wasnt helpful or apologetic in the slightest and clearly wasnt interested in resolving our issue because she hung up on us! Unbelievably rude service and we wont be ordering/eating from here again if that's how you get treated when your order gets messed up! We weren't looking for someone to blame, everyone makes mistakes every now and then, we just wanted the correct order. But if they care that little about happy customers that they cant be bothered to fix a messed up order then I guess they wont care if they lose...