Torchy's Tacos — Restaurant in Amarillo

I went there last night and got a simple order, a bean burrito with sour cream and cheese... easy right? Apparently not! When it came out it had a vegetarian sticker on it, and inside the burrito was a bunch of peppers! I usually would’ve just picked them out, but there were to many dang peppers in there to do that! I’ve always been super nice to servers because I know they’re just trying to please their customers, and the job can be hard sometime! Heck, I’ve worked as a server, so I know what the job is like! I didn’t want to cause a problem so I told the cashier my burrito didn’t come out as it should’ve, but I was willing to pay for a new one! I told her it had peppers on it, and to quote her exact words, she said “Oh, it shouldn’t have come with peppers”... but she still made me pay for a new one, first shocker of the night! When my burrito came back the second time I asked the server very nicely if she could check my burrito since it had a vegetarian sticker on it once again, and they had gotten it wrong the first time! she was gone for about 15 minutes so I assumed it turned out wrong again! When my third burrito came out the waitress was rude and just dropped the burrito in front of me and left... but guess what, the burrito had peppers in it AGAIN! The manager finally came up to me and said “when you order a vegetarian burrito it’s going to have peppers in it”. I told her that I ordered a burrito with just beans, cheese, and sour cream! I went on to tell her that I was nice enough to go up and pay for a new one because I didn’t want to cause problems, and she said rudely “Why would you do that? There must have been a communication problem, the cashier must’ve thought you were getting something else”. Note what the cashier had told me earlier, “There shouldn’t have been peppers on there”! The cashier knew my order was messed up, and I told the manager that! When my burrito came back the fourth time it was finally right... FOUR TIMES Y’ALL! She also gave me my cash back for the second order, but she was very rude about it! She dropped the burrito in front of me too! They made it seem like I was the problem when I was very nice and patient with them! I can’t believe I’m leaving this comment because I always try to lift the servers up and make them feel appreciated, but being a past server myself, their customer service was just horrible! Don’t go to Torchy’s... just...

I’m not from around Amarillo and was passing through with a group of people and this restaurant was recommended to me by my boss so we decided to stop. Traveling 12 hours in a car can disorient you a little bit and my patience on most things was gone.

Service: walking into the restaurant was a pleasant experience, plus while ordering. After waiting a bit for our food to come out the two expeditors bring food out to the two tables we were sitting at. Never eating at this restaurant and being disoriented by the car ride most of us couldn’t remember the names of the tacos we order, just what was on them. These two, very rude, teenage expeditors bring our food and start naming the names of the tacos and apologized saying we couldn’t remember the names of them but remembered what was on them. The female expeditor LITERALLY SAID “oh great, this is going to be fun.” I go to look at the receipt to see what tacos we ordered so we can get this sorted out. There wasn’t anything on the receipt of what we ordered!! Who is the genius that thought that would be a good idea? So we try and sort this out and the male expeditor was very pushy just trying to put food in front of us that wasn’t ours. Maybe learn a few things about guest service and you’ll be quite a bit more profitable.

Food: In our group, there is someone who has a very high gluten intolerance and asked to make sure the tacos she got were on corn tortillas. On the menu, and the employee behind the counter said that they were. They come out and we’re on flour tortillas, and she didn’t catch it until taking a bite. When we confronted our expeditor about this THEY LAUGHED WHILE THEY APOLOGIZED. I personally have a mild allergy concerning avocados and the taco that I ordered had avocado slices on it, so I asked our order taker to take them off. Low and behold there was avocado on my taco and I had an allergic reaction to it after taking it off myself.

If you’re promoting bad service, not having your guests number one, and allowing the health of your customers go downhill if they have allergies, you guys are doing...

As someone who used to live in Austin and frequented the original Torchy's, I'm very disappointed in this location. I ordered a pickup order for lunchtime for my family, but our plans changed and they wanted to eat earlier, so I called the restaurant to change the time on my online order to 45 minutes earlier and told them I was on my way now to pick it up. They said they would start working on it and it would be ready when I arrive.

Apparently, whoever was on the phone didn't communicate that to the staff, because when I got there to pick it up, they said they were still working on it and to go park in curbside and they would bring it right out. So I waited in curbside for 20 minutes, and then someone came out and said that the cook staff was "super busy" and haven't even STARTED on my order yet! I told them I called 45 minutes ago to start my order, how much longer is it gonna be, and she said "5 minutes".

Well, 20 more minutes pass and I watch car after car arrive and receive their food. She keeps telling me it's not going to be much longer, even though she told me that 20 minutes ago. After another 10 mins, I finally receive the food, and of course the order was wrong. At that point I didn't even wanna mess with it anymore, because it took over an hour to get my food, and I didn't want to wait another hour for them to fix it, so I left.

The food was good, but I will NOT be coming back here, because I have NEVER had to wait so long at a Torchy's, and they obviously don't value my time. Looks like I'll only be eating Torchy's whenever I'm in Austin...