Cafe Rio Fresh Modern Mexican — Restaurant in Ammon

Second time we’ve ordered from the app and second time our order was not ready. The app allowed for ready time specifically at 10:30 but when I went to the counter I was informed by a worker that they don’t open til 10:30 so an order could not be ready at 10:33. Meanwhile all the bins on display contained ready and prepared food and all employees had been obviously working for quite awhile. (The app should not have the option of that time if employees cannot fulfill it.) But I was happy at first to wait in the empty of customers but now I’m noticing very dirty restaurant, giving me more time to see the food all over the floor and seats from the night before and the dirty food serving areas, plexiglass, windows as well as the drink station. I was very glad not to have ordered their craft mint lemonade as the drink area needed a good cleaning. (There were zero customers besides me so it had to have been left that way from the closers the night before- that goes for the dining room as well.) Please note, this location was not just a little messy- it was VERY gross and with food on chairs so much so I could not sit down. A worker actually came over and wiped the drink station down while I was there but the craft drinks were already there… good for her for doing this but it was too late).

I did notice 6 large cardboard boxes that were full of large orders of food that employees were solely working on filling with more food that were sitting on the chairs in the dining room. The boxes were being filled with more hot food (that no one was waiting for) and then all that food just sat waiting and cooling in the empty dining room. One might think that if they have time to prepare all of those boxes before opening, they would also find time for a very small carryout order of a salad & chips, or at least start working on my order when they realize I am there waiting instead of schooling me on their opening time. Thank you for that.

*If any of the employees had even smiled or been friendly & welcoming, it would not have been as bad; but all I had were the flies that I had to shoo away as I got closer to the food at the counter. It ended up being an extra 20 minute total wait for a salad & chips that cost $22 without my $5 app discount code. These 20 minutes DID give me exactly enough time to write this review- something you may want to keep in mind, Management! 💡

I had to later update my review to one star for food quality once I got home bc the guacamole was brown and inedible, the elotes AND extra elotes that I had PAID extra for were not on my salad or even included in my extras bag. Further, I paid for extra protein and it sure did not feel like that was included either. But thank you for all the extra jalapeños I did not request as it was nearly impossible to take a bite without one.

This meal was a treat to myself that I had looked forward to and it was very disappointing. The last time we ordered my husband came home very cranky after pick up and now I know why. ( I also now know why he said no thank you to sharing my mint lemonade which tasted so good until I actually saw it in this store🤢)

And to the Owner, Please do not just give me your response that you are sorry and will strive to make it better. I have just read other reviews and now see that this is an ongoing problem that you have been made aware of for some time and yet you keep responding the same way. Actions, not words are needed here. There are some very nice and clean and beautiful Cafe Rios. This is not one of them.

UPDATE: I drove back to the store to get a refund for the food they charged me for but did not give me and the girl at the register was rude and mocking. She said that they were out of elotes and that is why they were not included although they did take the money for them as well as the extra protein that was not provided. I asked why they don’t tell customers that at time of pick up or at least offer something else and she said it’s because it is an online order and now I must call corporate to seek a refund. Wow. Horrible...

I frequent this Cafe Rio at least once every two weeks and for the most part, I get the food I ordered without any complaints at all! My one star is meant more for the service and food I received compared to the restaurant as a whole. Today was rare in that I pulled up to the drive thru to order for my family and I was told it would be a moment before I could place my order (not a big deal at all because I do understand the staff inside are busy). After a few minutes waiting, I was told to go ahead and order. As I ordered a grilled chicken salad for my spouse, Jaimee (the girl taking my order) asked me “anything else?” to which I ordered a quesadilla with Habanero sauce. “Anything else?” To which I added a side of rice for my infant son to eat. Before I could even finish my sentence ordering my son’s rice, “anything else?” But this time it sounded more annoyed. I added on a chips and salsa. “Anything else?” As she hurried me through my order. She rushed me through while I was talking and gave me my total which did not sound right when she said it. No matter, I arrived to the window with payment in hand thinking I could clear it up at the window. I arrived at the window and Jaimee receives my payment. I asked if I could have rice and beans with my quesadilla instead of the salad which Jaimee annoyingly obliges as she takes my method of payment. I also showed a receipt with a survey code to redeem my free chips and salsa. When I handed her my survey receipt, she proceeds to tell me that I should have told her I wanted chips and salsa when she was taking my order instead of adding it at the window. At this point, I stopped giving her the benefit of the doubt and proceeded to tell her that I did ask for the chips and salsa as my wife heard me say it. I pointed out to her that she was rushing me through my order and didn’t listen to me say it. She avoids eye contact with me through the remainder of the transaction and doesn’t utter a word to me. Not even when our food was presented to us. I leave the restaurant with that bad experience, and when I arrive home, the salad we had received was a steak salad and not a grilled chicken salad, and my quesadilla did not have any habanero sauce at all. Just the sweet pork and cheese. Ultimately made for a very dry quesadilla. Not impressed with Jaimee as I could see through the window that she was our food handler and maker for our meal. I feel bad as she may have just been having a bad day, but that is no way to treat customers that pay for...

Part of this was my mess up. But the manager handled this horribly. I ordered the wrong food for my wife over the phone. When I got to the store to pick it up, I informed the girl at the register and asked if there was a way to exchange it for the correct food. Her response was pleasant. Something along the lines of "im sure we can do that" and called over the manager. She walked over mostly looking grumpy and when she heard I ordered the wrong food her initial response was "well that sucks" in a rude way. And said well you'll have to go through the line and order what you want. Which was about a 15 minute or so line. This was fine I guess. So I go through the line, order the correct meal. I get to the front and the girl said I'd have to purchase both meals. I asked for the manager to come over and she said "yeah im not refunding that meal, we fulfilled the order.... OK. I worked at applebees for 6 years as a server. We replaced people's meals every single night all the TIME if they didn't like them, or for any reason at all. It's called making sure your customer is happy with their experience. This to me is not good customer care. But that's besides the main issue. I was informed by a staff member that they would probably.be able to refund the misorder. And the manager came over grumpy and says "we'll that sucks. You can go through the line and get what you want" not insinuating that I couldn't do an exchange. I absolutely would not have wasted 20 minutes going through the line to buy both meals. I orderd over the phone to save time. I couldn't care less about the $12 for the meal. But the managers inability to be easy to work with, pleasant, and communicate well is unacceptable to me. So, I told them to keep the meal I went through a 15-20 minute line for, and I'll keep the food i had already paid for even though it wasn't what my wife wanted. She just said OK and walked away. Just to put a cherry on top I called customer service at their headquarters and the girl there was pleasant on the phone but just said sorry about the miscommunication, I'll give feedback to that store. Really did nothing to mend the situation. We all work hard for our money. I'll be taking mine to Costa Vida where they serve the same food with better care. Lol. Just absolutely poor service start to finish...