Willy's Mexicana Grill — Restaurant in Brookhaven

Just had the worst customer service at this location this evening. They were out of rice so we decided to wait for 15 minutes. My wife asked for a water cup and I asked for a drink cup. An employee handed us 2 cups. She got water, and I got a soda. Obviously I was planning on paying for it when we checked out. We both have really good jobs and have no reason to steal a soda…. Then the manager, George, walks over and rudely says to me “how does that water taste?” I politely explained I was fully intending on paying for it and that we were just waiting on the rice. Once we checked out, I noticed George charged both of us for a soda which I explained only I got a soda. He said “well she still got a cup and not a water cup, and we charge for that.” At this point, I’m losing my patience and explained she asked for a water cup and that’s the cup she was given. He cut me off and said “I didn’t give her that, he gave her that cup” while pointing to an employee. Then he said with the rudest tone “don’t worry I won’t charge you.” I wasn’t worried though, we would’ve walked out of there without our food if he charged us. It was obvious the other employees were so embarrassed. As we were leaving, he sarcastically said from across the store “have a good day.” This was absolutely ridiculous. We come to this location often, and have never been treated like this…like thieves. It’s funny too because as we were parking, my wife and I were talking about how we’re excited to talk to the workers because they’re always so nice! We always tip them too....

Came in a little before 3pm 1 customer was ahead of me . There was a lady manager and a male worker on the line. The lady was assisting the other customer all the way down to checkout . The other work was I guess making his own meal . Instead of helping me!! Very rude . Didn’t acknowledge me or anything just kept making his food as if I wasn’t there . Once the manger got to me I let her know my concern. She did apologize serval times . Which did make me feel a little better . I don’t blame her this has happened numerous of times at this location. Either I come at a bad time or this is what they are allowed to do which isn’t great customer service. On the up side the manager did come out to my table as I ate and apologized again . Told me that she was going to inform the General Manager of my concern since again this isn’t the first time this has happened to me . She is the reason I’m not giving this location super low rating , it seemed like she cared an wanted to make sure I was ok . Thanks for the burrito card and meal comp . I do appreciate it . Hopefully my next...

Willy's is not what it once was, and this location exemplifies the decline. Every time I go, the place is completely understaffed. I end up waiting 5-10 minutes before anyone even so much as makes eye contact with me. They seem to be flooded with to-go orders for Doordash and chronically under-staffed.

They also seem to have completely lost the knowledge of how to make a burrito. Burritos should not be wider than they are long. They fall apart when eating because they're overstuffed. Unless you want to eat tin foil, you simply cannot eat this burrito as intended.

They're also bizarrely inconsistent with toppings. If you order a Frito Burrito, you cannot add cheese to it without an upcharge. Other burritos, sure, you can get cheese, but not the Frito Burrito. This seems to be a corporate policy, so isn't specific to this location, but it's still annoying.

Really, the only reason to go is the chips. If only I could get this quality of chips somewhere else, I'd never have to come back...