Blake's Lotaburger — Restaurant in Albuquerque

I had the worst experience ever at this location, and I’m beyond frustrated. My order was taken by the manager early in the morning, and it was a disaster from the start. While I was placing my order, she was simultaneously talking to a drive-thru customer through her headset. Multitasking is fine, but not when it completely compromises the quality of service!

I specifically ordered a regular breakfast burrito with crispy hashbrowns, no meat, and extra green chili, making it very clear that no meat should be included. The manager kept saying “okay, okay” but wasn’t even listening to what I was saying. To make things worse, it was obvious that her English skills were inadequate, and she seemed more fluent in Spanish, which created a huge communication barrier.

Despite my detailed instructions, they gave me a bacon burrito, which was the complete opposite of what I ordered. I only realized this mistake after getting home. I tried calling them repeatedly, but no one picked up. Finally, when I did get through, the manager answered the call and was extremely rude. She didn’t apologize, and before I could fully explain the issue, she hung up on me. After that, she deliberately ignored my calls, even though I tried calling over 30 times.

This is absolutely unacceptable behavior, especially from a manager. I understand mistakes happen, but the rude attitude and unwillingness to address the issue are intolerable. Management seriously needs to look into this and take action.

If this is how customers are treated, I won’t be returning, and I’ll warn others to avoid this place. Please fix this and ensure your staff, especially those in leadership positions, are properly trained in communication and...

SUPER BAD CUSTOMER SERVICE!!!! I WENT IN AT 8:20pm and since I got there a worker named Mathew told us they closed the lobby at 9 pm that was fine with us.THEY HAD SUPER BAD ATTITUDE WHILE TAKING OUR ORDER .After that the guy that served us was in a bad mood his name was Benito why have people with bad attitude serving your customers ?? 15 minutes before 9pm ,2 women came in to dine in and they told them the same thing .Mathew came 3+ times to tell us to leave and Benito told us “we close at 9” okay ? They had already told us one time.Its so unnaceptable we couldn’t even eat in peace because they kept telling us every minute to leave .THIS IS unacceptable I don’t know why you guys hire employees with bad customer service.TO ME THIS IS VERY DISRESPECTFUL, the employees coming over to our table while we’re eating & keep telling us at what time they close. We understand they close at 9 but they have no reason to try to kick us out. they had super bad service will never come here AGAINNNN!!! this is definetly going to COORPRATE!!! GET BETTER EMPLOOYEES !HONESTLY FELT LIKE THIS WAS RACISM MATHEW WAS VERY RUDE !!this wasn’t a way to treat a customer.ONCE AGAINNNN MATHEW CAME TO THE TABLE AT 9 pm cause they were closed HE WANTED US TO LEAVE THIS IS NOT OKAY WE WERE STILL EATING ?Then he told the 2 ladies in the table next to us that they can “take their time cause I’m here till 2” unnecessary comment ,he was basically trynna be sarcastic or something and I didn’t find that funny at all.Horrible service for someone buying food from here they had no reason to treat...

The food needs to be more consistent, and the service needs to be better. Employees refuse to answer the phone when a delivery truck is there. The burritos are very good, but sometimes they're large, as advertised, and sometimes they're mostly tortilla. I would go as high as 4 stars if these improvements were made, but the food quality isn't high enough to justify 5 stars. Good value though.

3/3/2021 Update This place is getting worse. Went there yesterday an order 2 Lota Combos for my wife and I. After I placed the order it was read back with large size drinks. I said I didn't ask for large - nor would I, as I don't want that much cola syrup in my stomach - so she said she would make them medium size. Is there no more "small" size. Honestly the medium is the size of a small, and large is gigantic. I didn't learn until later that the fries were also upsized to a large without being asked. Just what I need... more fries. It really pisses me off that I'm not asked if I would like to upsize the drink and fries. IMO this is a dishonest act. Even though this location is in my neighborhood, I won't be going back. FYI, the price of the burger is 3.49, and a large combo price makes is 7.59, which more than doubles the cost. I can see 2 bucks for the fries, but 2 bucks for a large soft drink, made with inexpensive syrup and carbonated water, is too much. I dropped the rating down from 3 stars to 2 stars, because I think cheating customers is a terrible thing to do. The food is...