Tortilla Stratford — Restaurant in London

I am writing to express my deep disappointment and dissatisfaction with the service I received at your establishment. I recently visited your Westfield Stratford location with the intention of claiming my birthday reward, as I have been a loyal customer to Tortilla and was looking forward to enjoying a Birthday burrito on my special day.

To my dismay, the experience was marred by an extremely rude employee, a girl with a ponytail and a bit of dye in her hair. When I attempted to claim my birthday reward and explained that I did not have my ID with me, she responded in an aggressive tone, saying, "Sounds like a YOU problem" out loud, in the presence of her colleague. This remark was not only disrespectful but also completely unprofessional.

I want to emphasize that I have been a loyal customer to Tortilla and was genuinely excited about redeeming my birthday reward. However, the response I received from your employee not only ruined my birthday celebration but also tarnished my perception of the customer service at Tortilla.

Furthermore, I would like to bring to your attention that my voucher had expired due to the 30-second window I had to activate it. Despite explaining this situation, the employee's dismissive attitude and rude remark only added to the overall unpleasantness of the encounter.

In light of this incident, I kindly request the following:

Compensation for the inconvenience, disappointment, and the overall negative impact on my birthday celebration. An investigation into the conduct of the employee in question, with appropriate disciplinary action taken if deemed necessary. A review of the customer service training and protocols for your staff to prevent similar incidents in the future. I believe that addressing this matter promptly is crucial to maintaining the reputation of Tortilla and ensuring that other customers do not experience the same level of disrespect and rudeness. I trust that you will take appropriate action to rectify this situation and provide a...

I've been in different tortilla's restuarant in london bc really like its food but the branch in Westfield Stratford is nothing like the others very poor costumer service. Luckyly I knew the chain from before so I know that its food its tasty but if that would be my first time there I would come back after such a treatment. My husband ordered a burrito, he was trying to explain the lady what he wanted on it but she didnt stop talking asking him what else he wants really quick such a rush and when he add nachos to his order she just rush again to do it without asking or giving the chance to choose between grated or cheddar cheese as its usual at least in the other branches, tbh don't know what was the rush as there was no line o queue at all Also when I ordered mine was the same experience, I also attempt to add more ingredients for my 3 tacos but was almost impossible to talk to the lady dealing with it as she skipped my meal to serve another one as mine had to go back to the previous station because she doesn't pay attention when someone is trying to tell her what its wanted or needed. Finally my husband and I both ended up with meal that wasnt what we exactly asked for after getting such a bad service. I really wouldn't recommend this branch at all but definitely encourage people to try tortilla's food in...

Food is amazing definitely recommend it however customer service needs a huge improvement was waiting patiently for my quesadilla as being told it'd take 10mins unfortunately was waiting more longer than that as being a busy Saturday I was trying to get the staff members attention and ask what's happening with my order rather acknowledging what was said instead I had gotten a really bad customer service after a staff member was being negligence towards me as a customer she did not provide her services at all and while addressing it to the manager of the branch she was also very rude when it was not needed Infront of the manager, I hope that staff member treats people with kindness in the near future no matter who they are, as an excuse I was given it was busy🙄 well Durr it will be especially in a fast pace environment at Westfield Stratford. Unfortunately couldn't get her name and she wasn't wearing a name badge either which is very unprofessional.

Definitely want to shout out to KIM being at the front on the tills she was ever so lovely gave 100% service which I believe needs to be recognised for and definitely hire more pple like her makes the face of Tortilla with her vibrant, friendliness her services was on point It was a pleasure being served by her. Thank you very much And...