Tortilla Westfield London — Restaurant in London

We were very excited to grab our naked burritos from Tortilla located on the top floor food court at Westfield mall. There was an ongoing discount on the burritos wherein if you sign up for their loyalty card on their website - you'd get two burritos but only pay for one. I am a burrito lover and had high expectations. Me and my friend ordered a vegan and chicken burrito. As you build your order, you get to choose the rice (Coriander or Mexican), beans, choice of meat, guacamole (additional charges), vegetable mix, sauces. Make sure you are queued in a right manner when your order is being prepared as if you do not follow their queue rules, you will be frowned upon and the staff will shout at you. My food experience at Tortilla was ruined because of one staff who seemed like he was tired of doing same the job all day and screamt at almost all the customers including me. His facial expressions were very clear for me to understand he was disinterested in the job. I understand it can sometimes be frustrating to deal with several customers in a day. However, such pathetic behavior is not at all accepted.

Their naked burritos tasted really good - no complaints on the food. I'd rate it a 4/5. Lost one point due to SAD PRESENTATION. But just because of their horrible customer service, I've rated them 2/5. I would give them a try again only for the food, but without an improved customer service - I will never go back to them again.

A quick feedback for Tortilla - Please hire empathetic staff. HIRE PEOPLE WHO ENJOY WORKING FOR YOU. Your staff needs to be humble and kind. I have read almost all of your reviews here on Google and it seems like 7/10 people are complaining about your customer service. All you do is ask a customer to submit the feedback form. I don't think action is being taken upon filling the feedback form as it seems like a...

Today I encountered the most painful customer service experience of my life, all thanks to one man—who I unfortunately believe is the manager—and two girls.

For starters, I stood there like a forgotten ghost for over five minutes while they had a chat. They were laughing, and still continuing to talk while fully aware I was waiting. The manager, the one who really should have been setting an example—decided that the best way to run the place was to literally sit down right in front of me, getting even more comfortable as if he were at home on his couch.

Eventually, I had to speak up, which, apparently, was a revolutionary concept for them. After I asked to be served, the manager gave me a dismissive hand wave and laughed and continued to talk. Then, he whispered to one of the girls to serve me, but not before waiting a solid THREE minutes to even acknowledge my existence. How kind.

Now, I’m not one to be dramatic, but it’s hard not to be when i have worked at Tortilla, and I’ve never seen such unprofessionalism. To be completely ignored, and then left in limbo for the privilege of finally being served is nothing short of disgusting. If I were the manager, I’d be ashamed of myself—honestly, I’m still in shock that this is how the place operates.

And if you think the food was going to make up for it,...

The burrito bowl was great but the terrible service by the girl at the register tonight was shocking. I felt bad for the manager who looked like he was keeping the whole operation afloat while she wandered around barely helping him.

When I got to the till to pay there was a miscommunication around the loyalty card where I was waiting for her and she hadn't made it clear that she needed action from me. She then snapped at me when I sought clarification.

I was willing to let that slide but as I felt around in my takeaway bag, I notice there is no cutlery so I politely ask for a fork. She snaps that they don't have a fork. So I ask if they have a spoon or something else, otherwise I'm not sure how I'm going to eat my dinner. Again, she snaps back that they don't have any cutlery. I can see that there is metal cutlery so I ask if I can have one of those forks and then she practically shoves it in my face.

It wouldn't have been hard to be proactive in this situation or even to acknowledge the inconvenience/ apologise but time and again this person just proved that they shouldn't be in this job. Absolutely shocking.

I just want to say that this is not reflective of my usual experience at Tortilla and the manager genuinely looked like he was working hard but honestly, this employee is a dead weight for...