Twisters Burgers and Burritos — Restaurant in Albuquerque

I wish I would have gotten the young man's name that assisted me because he stepped in & was so helpful and professional when I'm sure everyone else in the store was avoiding me. That would probably be because I called in yesterday irate about my order being wrong. I'm not that person that checks my order before I drive off, that is part of the convenience I pay for to eat out. Especially after waiting 30 minutes after placing my order in a drive through. So after waiting I drive home & see my order is wrong. I call to have them just refund my $ to my card because it is a 12 mile round trip to go back to have my order fixed. The "manager" Desiree tells me they can't refund my card, I would have to go back to have it done in store. So I said if I'm going that far I want my $ refunded & order corrected. I get to the store and instead of the "manager" Desiree assisting me, she sends the young man I mentioned earlier out to help me. He gets everything corrected, refunds my $ & double checks my order when it is ready. He apologizes & handles the situation as a manager should have handled it. If the "manager" Desiree is sending her employees out to do her job, then she should step down & let those employees be compensated for doing her job. And for anyone wondering why I'm bugged about a wrong order, keep in mind I stopped at Twisters to make dinner more convenient, as most people do. By the time I ordered, waited, got home, drove back to have it corrected and drove home, it was over an hour later, I could have made my own tacos in that time. But again, thank you to the young man that assisted me when his own "manager" wouldn't. He's the reason for my review, hire more people like him! And after all was said and done my nephew said the...

We asked the young lady very clearly three times if we could get "tater gems" ? She said yes. We asked are you sure? They are GEMS not TOTs right? Are you sure? She said yes. We said the last 3 times now, we wanted GEMS! And what did we get? Tots tots tots... But not this time right!? We place our order and drive all the way down there... ... Ah! Behold, the..TATER.... tots. Really??? So whom ever is doing the ordering of food and supplies there - G E M S !!! Get GEMS! They are NOT the same thing! The gems are delicious little morsels of perfectly crispy golden buttery heaven potato bits...not tots. The timer is set for gems I think because tots always end up soggy $25 we spent this time. You still get 4/5/5 stars because the food is still delicious and all and great atmosphere and service...so... But seriously, if I wanted tots I could go to the Sonic that I live next to literally 500 ft away. I drive 5.1 miles to get these precious little things every time. Gems. My wife ends up frying the tots for 15 minutes when we get home. Know what, just make the tots golden crispy and taste the same and we're all good. Call em what ever you want.... YUM! I think we have been very patient. I dont want to be mean like like some of these other insatiable whiners that left reviews like "waaa my burrito was crooked" or "there wasnt enough chile" or I think one guy said "my burrito had too much tortilla in it" or "there wasnt enough salt and they wouldnt give me a free burrito". In fact I'm still coming back because I love you guys but.......

Update: Tony, the GM called me the day this happened and reviewed the tapes confirming the orders were not made correctly. He offered to have the entire order remade for us, which I did today. Emillio, mgr on duty, had it all remade and also threw in some desserts. The food was much better today.

went thru the drive-thru and ordered 4 items and only 1 of them ended up being 100% correct. First item was supposed to be a #2 Westside burrito, and it ended up being a #3, which is not good since it was for my daughter who has issues with lactose. 2nd item was a reg size green chile cheese fries without cheese (for my daughter) and this was made correctly. 3rd item was huevos rancheros with over-medium eggs and green chile, but we got over-hard eggs, very little green chile and it was only over the beans and for some reason they put rice in it. Last item was a new mexico chicken sandwich combo with breaded chicken - the issue with this was it did not have green chile, put pickles on it and that ruins the taste, and then the chicken was overcooked. Unfortunately, this location has gone downhill over the past 6 months as more orders have issues than are correct. I tried calling the store a few times, but they did not answer so have sent a message to the corporate headquarters. This location is around the corner from my house, but next time, I may have to drive further to the location in Rio Rancho and hope it's...