Tortilla Gunwharf Quays — Restaurant in Portsmouth

Came here Sunday at about 4PM and was really disappointed with the experience. First off let me premise, I usually love Tortilla. I’m from the US and Chipotle was one of my favourite places to go. The Tortillas in London are always great and never had bad experiences there. So when I found out we were getting one in Portsmouth I was thrilled. My family and I went on opening weekend and it was great, apart from the undercooked rice, but other than that the customer service was fine and the man whom I am assuming was a manager or something was very friendly. Since then I have ordered delivery twice, maybe three times and the orders have been wrong each time (missing the main protein, missing sides, etc), which has also happened to people I know when they’ve ordered delivery from this restaurant and I’ve stopped ordering delivery because of it.

So Sunday (16/10/22) since we were in Gunwharf I thought ‘we’re hungry, let’s give it another go and eat in.’ It was not busy at all, there was one family sat down and a Deliveroo driver collecting an order and that was it. I walk up to the counter and just stand there awkwardly for a couple minutes until a girl finally asks what can she get for me. Every single person there made me feel like an inconvenience for even being there from start to end. As I am ordering I see a lot of the meat and beans are very low, there wasn’t even enough beans to fill our 2 burrito bowls sufficiently but the girl making the food didn’t seem to care and I didn’t want to be a bother. I then asked for sour cream to be added and was very bluntly told they were out. I’m thinking to myself ‘it’s only 4pm…they don’t close until 8, what are they out in the whole restaurant?’

But again I just thought whatever they’re obviously in a bad mood here, it’s fine I’ll just pay. As I am paying I see one of the other workers is replenishing the sour cream. So I ask the same girl who is checking me out “can I please just get a couple of plastic cups (the ones they use for salsas etc) filled with sour cream?” And she very harshly says again “we are OUT of sour cream” so a bit taken back by her rude reaction I say nothing and just point to the completely full container of sour cream to the left of her that was filled when she was checking me out. She doesn’t say anything and fills up two cups and hands them to me. I say thank you and she still says nothing.

Also I tried to use my loyalty card, but I guess they hadn’t put everything in before I scanned it and I didn’t realise until I went on my app later and saw that it didn’t go through.

The food was lacklustre, the rice was undercooked, and honestly even though I usually love Tortilla, I’m done recommending the one in Portsmouth to people and this experience put me off as a...

My daughter suggested we try this place as her flat mate recommended the one in Bristol. When we arrived one customer was leaving with her food, so we were the only people in the shop. The female staff member that greated us didn't appear friendly or happy in her job. She asked what we wanted, my daughter ordered hers and then the girl said "is that it". I explained I would be ordering for myself and my son. The girl said "if you tell me then I can do it all at once." I placed our order she asked us if we wanted meals or just the main dish, I said the meals please. (Says with drink and chips) As she filled the tortilla it look nice enough, but not as big/full as my daughter had seen in the Bristol one. Looking at my sons quisdilla I thought there was very little in it, thinking that's alot of money for not much food. I asked for the chouros and was told they would take at least 10mins as they are cooked fresh. I said I'd wait as the others had to eat theirs anyway. My daughter went to pay for hers and the young boy on the till said "it's easier if we do it altogether " so I paid, it came to around £25, which I think I expensive for 2 meals and a portion of chouros. We then took the two meals outside, none of us realised chips would mean tortilla chips, we were expecting fries/chips. My son's quisdilla looked nice but was very flat, he said try a bite which I did. It was OK but I just thought it was like a poor cheese toastie, flavourless and unimpressive. My daughters tortilla was a better choice although still not worth nearly £9 for the meal. I was still waiting for my chouros, so my daughter went a brought me a drink £2.50 for a can of coke. My chouros finally came and I was so disappointed. They looked awful, and tasted bad, I don't think the batter was actually cooked and the chocolate paste inside tasted burnt. This place was a huge disappointment, the staff were miserable, had no customer service skills, didn't smile once, and no manners. We did see as we were leaving someone was finishing their job interview, so I'm guessing staff is an issue. I definitely won't be back and wouldn't recommend this place. The food certainly isn't up to scratch or worth the money. It's a shame as it's in a prime spot for trade and could be a great place to stop. Maybe more staff training and better food portion control, people don't mind paying money for good food. But at the moment it's bad food & service for above...

I really didn't want to give this place a 1 star. I loved it the first few visits. The food was great, and the customer service was exemplary. That changed yesterday evening when the manager emerged from her office with attitude in abundance after being asked to help out during a surge in custom. I had the unfortunate experience of being her first customer. She failed to listen to my order clearly, not hearing that I had asked for a large vegan buritto. At no point during the initial interaction did she make me aware of any items missing from the menu. That information wasn't made clear to me until she had already put the beans and rice onto the wrap, proceeding to ask if I wanted pork beef or chicken. It was at at this moment that I then repeated that 'I would like the vegan option, please'. She informed that the only option I had was grilled veg. As a result, food was wasted, and I was made to look like a precocious customer who was being difficult. Quite an embarrassing situation for a customer to be in, especially in a populated environment. It's a shame as the store was likely to become the frequent spot whenever me and my partner would visit Gunwharf. That is unlikely to happen following this experience. At no point was an apology offered by said manager, instead just shrugging her shoulders when I said I no longer wanted the order. Astounding that the leader of the store was the one demonstrating how not to interact with customers, especially as the other lady on the counter was brillant when interacting with her customers.

I was always under the impression that it is good manners to make a customer aware of any unavailable items at the first point of contact. Had this of happened, the entire scenario would not...