Twisters Burgers and Burritos — Restaurant in Albuquerque

My boyfriend and I have been regulars at this location for a while now and always receive good customer service, but today we had an awful experience. We went here today, on August 20th, 2022 at around 1:50PM. We placed our regular order as we usually do, but the young girl taking our order misheard what we said and put the wrong items on our order. The lady with glasses at the window did not repeat our order back and charged us for the wrong items. We proceeded to let her know that this was not correct and what we actually wanted—she refused service to us due to this and slammed the window shut.

During this time, my boyfriend was calm and collected; and an older gentleman with glasses (manager) came to the window to figure out what’s going on (meanwhile, the three girls in the drive through were yelling and shouting to him to shut the window). He then asks my boyfriend “Are you okay sir? Because you don’t look okay.” My bf had just left the hospital from visiting his grandpa who is in the ICU, so no he was not doing too well at the moment—that was a disrespectful and mean thing to say to someone when you have no idea what they're going through.

There was a bigger girl with glasses that tried to shut the window on the manager while he was trying to help us resolve the issue—literally trying to slam the window shut while his arm and head were sticking out the window. The young girl that looked about 16 years old was the one that took our order down, and she was giving us dirty looks and smirking at us the whole time, while we remained calm and were just trying to get our food. Not to mention, the bigger girl with glasses was talking about us in Spanish, little did she know we also speak Spanish and understood what she said.

Overall, we have never had a more horrible experience like this here or anywhere else before. After this experience, we will not be returning to this location again. I am in shock and in disbelief, wondering how people like this are still allowed to work here. It is their job as they are getting paid by the hour, to correct an order if it is incorrect, but the lady with glasses who helped us at first decided to refuse the service just because she felt like it. The bigger girl with glasses and the younger 16 year old took advantage of the situation, and simply made it worse. The rude, disrespectful, and bad customer service we received today was unbelievable and I don’t believe they should’ve treated us as poorly and rudely as they did. We will not be returning and I just hope that these “ladies” and young girl aren’t treating other good customers as terribly as they treated us. Therefore, this isn’t the right way to treat customers, but this is indeed, how you lose...

NEVER EAT HERE. Got Bandito Burrito as I have many times B4 – near end, pulled TWO BLACK HAIRS out of my bite. Threw the stub out my window, pulled over & called store when stopped. Spoke w/ "Julio Lechuga" who refused to refund because I did not have the food to return "for training purposes" ( ‼️ ). I pointed out I had TWO BLACK HAIRS , the wrapper & my receipt. He refused & hung up on me. My next call is the ABQ Dept of Enviro Health.

Later: All phone numbers for Twisters Corporate (as listed at BBB and other search results) – inc. the one currently on Twisters own website "contact" page, are non-functional. I did fill out the online feedback form and was surprised to get a call back from an "Operations Manager" who first parroted the same senseless line about no refund if you don't still have the food; then inexplicably said if I returned the wrapper & hairs, I would be refunded. Maybe he simply didn't think $3.11 was worth all the non-business likely to result from public disclosures like this one.

In any case I'm not removing or substantially changing this review (1) due to their BS food-return-no-matter-circumstance refund policy that by purposeful and unreasonable obstruction will go on leaving others violated without recourse – YOU'VE BEEN WARNED; and (2) the backflips I had to waste my whole morning doing for a lousy $3 refund due to Twisters'...

I come here very often and I’m always assisted by a nice young woman with glasses (always kind to me) but this morning there was an old Latina lady and a young Latino boy. They both were VERY rude. I get the same thing every time I come but I felt like because of the color of my skin I got treated differently. I asked for a small cup of ice (young woman never charges me for that) but they gave me a large iced water. I explained that I didn’t ask for a large cup but I wanted a small cup and with ice only. He told me “well that’s what size the ice comes in” then I’m like what? Because that didn’t make sense so he is like “my manager is right here if you wanna talk to her” which was the Latina lady. They spoke in Spanish the whole time after that laughing and I guess making fun of me in another language but still gave me that same sized cup because it’s what “comes” with ice. I asked why did they charge me for a large iced water and he got very rude and shoved the cup in my hand and when I received my burrito it was thrown all in the bag and not even folded. He then slammed the window in my face like wow! I threw the food away because I didn’t want to risk eating at such a hateful and racist place! I will not be...