Torchy's Tacos — Restaurant in Austin

I had a really negative experience today at this location. Went to go pick up a large online order ($100+) for the company that I work for. I realized after the cashier rung me up and handed me my order that a fountain drink that one of my work coworkers had requested was missing. After I told the cashier this, she looked at my receipt and said that we were never charged for a fountain drink. At this point I assumed whoever placed the online order accidentally forgot to add the drink.

I asked her if she could add it to the order because payment had already been made using the company card online and I had no other form of payment on me. She said she'd see what she could do and I followed her back to the register. Once I went to meet her at the register, the single fountain drink cup that I requested was sitting on the counter and the cashier seemed busy elsewhere and was no longer acknowledging me. I assumed she had set the cup on the counter because she was able to add it to the order.

Apparently this wasn't the case. As soon as I walked over to the fountain drink station and was pouring ice into the cup, a man who I'm assuming was the manager was in my face telling me that "drinks werent free" and that I had to pay for the fountain drink. I was very confused and taken aback by this. I walked back over to the counter with him and set the ice filled cup down while explaining to him that apparently whoever placed the online order forgot the fountain drink and if he could simply add it.

I waited a good 3-5 minutes watching him fumbling behind the register until I just gave up and walked away without the cup. I was blown away by the sheer lack of customer service skills that someone seemingly in a position of management showed me. I left there feeling like I had just been accused of being a thief. all of this over a fountain drink. I can confidently say that you will never get our...

Edit: and here we are a year later- still haven't gone back. The manager of this place is a joke. Husky blonde woman that needs to wash her hair and put on a clean outifit. I just left here and I'm never coming back. I used to eat here once twice a week the same thing every time. Today they brought the food out and it was like half of what it normally is so I went up to the Counter and said hey can you fix this.

2 minutes later I'm talking to the general manager. She's explaining to me over and over again about their internal processes of how they make the tacos. Rude as hell. Not acknowledging that I just want them to make it he way the make it Every other time.

She just kept on repeating herself.

We were in the lobby and she kept on acting completely unprofessionally and I ended ask for my money back if she wasn't willing to remake my taco.

At one point I had to ask her to get out of my personal space because she was so close to me.

Just repeating herself over and over again I had to ask her to stop repeating herself I understood what she said the first time and the sixth time and 8th time.

Such an easy fix for a regular customer just remake one taco. She escalated and refused to be like basic level customer service.

Listen lady I don't care how you make tacos what I'm trying to tell you is that's not the taco I buy at least once or twice a week you didn't make a good taco today. please fix it.

Such an easy fix such an easy fix.

Swear to God I'm not coming back to this torchy's.

Like real talk if she treats customers like this, what does she treat those employees behind the...

After work today I really wanted to jump in Barton Springs. It is my Super Happy Place. Because of ACL preparations, the already terrible parking situation was impossible. After driving around and around looking for a spot, I gave up. I was super bummed out that I didn’t get to swim. I decided to lift my spirits with a burrito. I stopped at the Torchy’s on South Lamar. Shajauna took my order. She was patient and kind with me—I had questions about the menu and I always fumble when it’s time to tap my card. I had mentioned how much I love the Rojas, and could I please have some extra. When Shajuana brought me my breakfast burrito, it had extra salsa on it PLUS she brought me a little extra on the side. In the end it was the perfect amount of salsa for me. And DELICIOUS salsa. Also, her coworker working at the counter—sorry I didn’t catch his name—was super sweet. He complimented my jacket. Ever since lockdown, I hardly go out to eat anymore. The rare times I do go out, usually I’m alone. Even though that’s how I prefer to dine most of the time, sometimes being an old woman out alone can mean I will be invisible to servers—a common occurrence. So to be treated with such kindness and respect and positivity—well that just made my day. Really helped me get over my Barton Springs blues. This is not the first time I’ve had outstanding service at Torchy’s—the staff is consistently wonderful. So thank you Shajuana, thanks to your coworker, thanks to the chef—my breakfast burrito was FANTASTIC. So glad...