Sadly Disappointed. I live in Rio Rancho and drive 20+ minutes each time to eat here and spend about $20+ a person each time and I love the food so much that it never had bothered me. The last few times I’ve been there I’ve been noticing this female working there and everytime I see her she always looks very stressed and not comfortable to run her position which makes the customers also feel uneasy.

January 18, 2025 I went inside the store to pick up my call in order and I notice the whole staff at the front register all communicating with a homeless person and the chef I believe the older gentlemen was sitting and eating on his break. I’m not sure what the situation was but the girl I believe her name is sally which she said to be the shift manager, she kept yelling from corner of the register talking over her cashier telling the man it’s $2!!! Whatever the story was she should’ve handled it respectfully and calmly and had her employees step aside while she dealt with the situation.

Now to the real complaint. As I am a loyal customer I had received a free baklava reward which was said to not expire by one of the employees last time I was there which was about 2 weeks ago. Cool, since it was not expiring I said let me use it my next visit. So when I was there picking up my order yesterday I asked to apply that reward and was told that it was no longer in my account. I was sad and asked if there was some miscommunication somewhere because I was told it wouldn’t expire. The cashier was kinda confused on how to handle the situation so I noticed sally standing there next to him at another station so I asked if she was the manager and she said yes so I explained my problem to her and asked if she would honor it since i was told the reward wouldn’t expire. She then says no she can not since there was a paper stating they expire after 30 days and I told her I was not aware. She then pouts and says well I’m going to have to call my GM if you really want it. I was like okay can you please call and I apologized and said I don’t want to cause a lot of problems only if it’s an easy fix. She then goes to the gentleman ON HIS BREAK and asks him the policy and he even stated he wasn’t aware of them expiring in 30 days and sally re assured him that there was a paper on the wall stating it. Ugh I’m so frustrated at this point because all of this over a baklava!! The free baklava wasn’t even the problem it was the miscommunication and the discomfort I was feeling throughout the process. ( I can here the conversation because again he is on break sitting down and she is speaking to him basically in the same room as us ) she then walks back annoyed and slams her hand on the table and picks up the phone and makes a call. The GM of course told her to honor it and she then doesn’t even say a word to us and just starts walking to package the baklava instead of reassuring us that everything was okay and that she will take care of it for us and apologize. Just the whole process on how she handled it was not okay. Chello grill please fix this. I don’t want to loose you guys I love your food!