Twisters Burgers and Burritos — Restaurant in Albuquerque

I've been going to this Twisters for a little over 5 years and never had any issues. However, it seems lately, the customer service is far below standard. I called several weeks back to place a to go order and the phone was set down on the counter and forgotten about. I waited "on hold" for almost 10 minutes and could hear the employees talking and laughing in the background. I finally hung up and called back, only to get a busy signal. After several attempts at calling back, I gave up and drove down there and ordered in the drive through. Upon getting to the window to pay, I informed the worker in the window of my situation and his only reply was "Thanks for letting us know. I'll check to make sure the phone is hung up." He then stated that when they get busy, sometimes they're not able to handle phone orders, walk-ins and the drive through all at the same time. Really? This is what you do! I politely but firmly told him that it's bad business and even worse customer service. Am I not a paying customer that deserves the same attention as someone standing at the counter? I retrieved my food and returned to work only to find that my order was wrong. I ordered green chili cheese fries with chicken and extra cheese but they left off the chicken. I drove back down there and went inside. I asked to speak with the manager and low and behold, it was the same man who helped me in the drive through. He assured me they would remake the order to my satisfaction. He again tried to excuse it away as them being really busy, even though there was only one other customer at the counter. I told him this is unacceptable. You're telling me that my time isn't important! I work in customer service and I would be FIRED if I answered the phone, set it down with a customer on the line and left it off the hook! Anyway, they remade my food and he set the bag down on the counter already tied up. I asked him if they put extra cheese. Without missing a beat, he says "Yep!" I proceed to untie the bag and open the carton to find about 10 little shreds of cheese. There wasn't even "regular" cheese on there, much less extra cheese! By this point, I'm just angry. I've wasted my entire 30 minute lunch break messing around with these people and my order is STILL WRONG!!!! They throw some cold shredded cheese on my hot cheese fries and tell me it will melt itself. Awesome. Seeing as I was already late getting back to work, I didn't have time to fight a losing battle. I later sent an e-mail to corporate, expressing my concerns and didn't even get so much as an: "I apologize for the inconvenience". There was NO reply. I'm not one to post negative reviews just for the heck of it. I'm a pretty understanding person, but when I'm made to feel like my time isn't valuable, especially when I'm a PAYING CUSTOMER, I get a little hacked off. I've since had sub-par customer service from the "manager", hence this 1-star review. As long as the current manager is employed there, I will not...

Oh my!!!!!! Not just GREAT FOOD!!!!! every time I come here- but Daniel, Naomi, Marcos and Lilly!!!!!! Such customer service!!!

My husband ordered the Carne Adovada Burrito and he thought it said avacado.... so when there was no avacado in his burrito he asked about it and the manager was RIGHT THERE with a smile on his face to correct it. No questions no extra charge. And it was my husband’s fault!!! Wow.

I missed my flight after driving four hours to make it and Daniel said something nice to me and I started crying just cause he was being sweet, after the day I had just experienced. He then spoke very kind words to me saying everything was going to turn out better !!!! He was so considerate and spoke to me just like a friend. Wow!! And this is a fast food restaurant? Not! These employees have been trained to really care for their customers. I work for Hyatt and this crew would teach those employees some good ole customer service.

Thank you Twisters. We’re not from here but we’ve been here three times in the last month and always had a personable experience from all the employees.

Lilly is always smiling and seems to really care. Naomi was always making sure if we needed anything else.

Marcos has a kind smile and didn’t serve us but heard me talking and on the verge of tears and I could tell his heart went out to me with his warm smile.

Will always come to this place (Menaul and University) when we’re in Albuquerque, NM.

Thanks again guys!!!! Best fast food experience. Wish we had one in a...

My name is Mary and my experience at this Twisters was horrible......I ordered an order of reg curly fries and green chili cheese fries to go....when we got back to work to my surprise they omitted the green chili and cheese from my order. I called the restaurant as soon as i opened my order and the manager monique chavez told me to come back in, I explained i'm at work and I only have 1/2 hour lunch period so I would have to go back later.....i returned at 330 (having to use 20 min of leave) and was told i would have to accept another order of chili fries. I said i don't want another order I had already had my boring lunch of the dry curly fries that I had to drown in kethchup to be able to get them down yuk....I asked for a refund. then she had the nerve to tell me i had to return the fries (cuz they would just throw them away or would they???) and said it was the policy of Twisters to not refund my money. She then gave me the phone number to the general manager and he gave me attitude at first then graciously offered me a complimentary order of chile fries and threw in a drink....wow.....I will not even consider that offer for fear they would spit in my food.....I am telling everyone at work about the experience I awlful customer service Twister has and I hope they all boycott that place. Really Twisters for $3.99 - where's the CUSTOMER SERVICE....you...