Diablo's Southwest Grill — Restaurant in Augusta

Last night, I had hands down the worst fast food experience of my life. I want to preface this by saying I have been a long time customer of diablos. The food is amazing. Although, customer service is rock freaking bottom. I stopped by the peach orchard location on the way home from a long car ride. (I usually avoid this location because of how terrible the customer service is, how long it takes, food quality, etc) When I arrived, there was one car ahead of me. I ordered my food, pulled around, and waited about 10 minutes behind the other car that was infront of me. No one came to the window for 10 minutes so the car ahead of me pulled out and left. I waited 7 additional minutes before someone finally came to the window. This is 17 minutes total in the drive thru line after ordering the food before anyone came to the window. The lady that came to the window then took payment and shortly after, I realized she rang me up for the car in front of me that had pulled off. When she went to get her manager, the manager gave me the nastiest look. She had no apologies. She was extremely undelightful and unprofessional. She handed me a receipt showing a refund for the incorrect amount they rung me up for and handed me my order. When the cashier went to take payment for the correct order, I had insufficient funds on the card I was paying with (the one linked to my Apple Pay). I didn’t have my wallet and there was no way for me to pay for food. (until the refund showed back up). The younger lady then asked for me to hold while she got her manager, once again. I could hear the manager yelling and cussing up a storm from outside of the SHUT window. She told me the refund wouldn’t go back on the card right away. It is the next day at 10am as I’m typing this and the refund still is not back in my account. She then proceeded to tell me “Looks like you got free food. What do you want me to do? You got free food.” So, I asked if I was okay to leave and all she would say was “Good job getting free food.” After leaving, I started to eat and realized the food was cold. I also had knots in my stomach from the entire situation. I wish I would have just pulled off and left like the guy infront of me.

I was in the drive through from 6:47pm to 7:20pm. That’s 27 minutes in a fast food drive thru. It’s 10am the next day and I still do not even have a refund from the incorrect order. (I guess it’s fine since it was a dollar off from my order amount)

Needless to say, Diablos will never get my business again. It’s a shame because the food really is great and the other locations really aren’t as bad. To me, it’s the principle. I’d much rather support locally owned businesses that take pride in serving...

I go to Diablos like 4-6 times a month during my hour lunch. I always order a chicken quesadilla Diablos way with no black beans. I've had issues with not getting sauce I asked for and they forgot my drink one time. I've also had issues with bad customer service and bad attitudes. Today, I ordered the same thing as always and I always go through the drive thru because they don't allow you to order anything Diablos way inside. So I leave with my food and park. My quesadilla had a bunch of black beans in it. So I drive back and go inside. I only have an hour lunch. I go in and told them my issue. The guy says ok, we'll remake it BUT did I order it Diablos way? I said yes. He then proceeds to tell me that I should not have ordered it that way because when they see "diablos way" on the order, they automatically make it with black beans. I said I order it like that all time without issue. He interrupts me to say that I shouldn't have ordered it Diablos way - I ordered it wrong and to order it custom next time. I order it Diablos way because it comes with a drink, chips, and salsa. So instead of taking responsibility for their mistake, they lecture me on how to order my meal. Most of the people who work there are rude. They have terrible customer service skills and make it known that they don't like their jobs by how they act. My coworkers eat there too and almost always have issues. I won't be spending my money there anymore and Diablos may not care about losing 1 person's business but if they continue treating people like this and messing up orders, it won't be just me who stops coming. I left today without my food or a refund because I was about to lose my temper and stoop to their level. The food is good but they need a new staff who can at least pretend to care...

I want to start off by saying that I usually enjoy eating at Diablos, and this review is reflecting my experience at this particular location, rather than the franchise as a whole. At first I was excited that there was a Diablos on this side of town, but my first impressions here left me feeling otherwise. Upon entry, there is a foul smell filling the restaurant (somewhere between trash and something decaying). I choose to ignore it because I came here for the food, but things didn’t get much better. The staff wasn’t very welcoming, quietly and begrudgingly making my order. When scooping the foods, they were surprisingly stingy with the portions. I understand that they are trained to not expend their resources, but I have never been giving so little at any other diablos. I continued down the line, and the vibe was unchanged all the way to checkout. It felt like none of the staff wanted to be working here, everyone was dull and miserable. The smell was too much to dine-in, so I decided to take my food with me. After leaving and getting to eat, I see that their method of portioning stayed the same with the chips in the togo box. Took a bite of my burrito and was appalled, the meat was cold and flavorless and none of the fixings tasted right either, even the salsa wasn’t enough to spruce it up. Everything seemed unusually off from my typical good experiences at other locations. Maybe it was a bad day, or maybe this location hasn’t quite gotten into the swing of things like the other locations that have been open longer. For now, I will continue to visit the other Diablos locations I’ve frequented, and stick to other food options when on this...