Rachels Mediterranean Grill — Restaurant in Buffalo

As many others have mentioned on here, the service was awful.

To start, we initially tried ordering a week ago via ChowNow. Granted the assumption was that it was President's Day, but the store was listed as open and they confirmed our order. We then shortly received a second email immediately after cancelling our order with no given reason.

Then, we tried to order again on this past Saturday, first to find that they do not do deliveries on Saturday. This is normally not an issue, we are more than capable of picking up the food but it is essential to what happens later.

My boyfriend went to pick up the food at the expected time to find that the store was completely empty minus the three workers behind the counter. He was informed when he arrived that they tried to contact him (he had no messages that supported this claim) to inform him that they had no wheat pita wraps. He told them that it was fine to just use the white bread pita wraps.

He mentioned to me that he saw one girl putting together a separate order for a salad bowl. As she was looking at the order receipt she added some toppings to the bowl, proceeded to look at the receipt again and go back into the bowl to remove the onions that she had put in.

When he got his food, the girl at the counter told him that "there was also a drink" and that "he wanted a diet coke". This confused my boyfriend because he was the one who wanted the diet coke. The only conclusion we could really come to was that the people at Rachel's are operating under the assumption that ChowNow does delivery every day or something to that effect and that the girl at the counter thought he was a delivery driver. However, as mentioned before: they do not do deliveries on Saturday. Perhaps an issue in communication between Rachel's and ChowNow?

Lastly, when we finally sat down to eat: there was no labeling to differentiate which wrap was which. That meant we had to open one of the wraps, then making it almost impossible to eat it as a wrap.

Overall, the food was okay but the service was so terrible that we would be hard pressed to eat...

Visited on 1/2/21. My initial ordering, the lady asked what protein. Then the gentlemen proceeds with asking what toppings. The phone rings. He excused himself. The whole time he has gloves on, answers phone then proceeds to my wrap. I politely said, are you going to change your glove after picking up the phone. I was not about to have my wrap wrapped with the same gloves. So I asked for lettuce, he says we are out. 11 dollars later and all I have is cucumber, cheese and peppers. No one said brown or white rice. Usually when I enter a rachels, they ask nearly do you want this, this, this. I did not like the employer demeanor after asking to change gloves. Gloves may be protective to the hands but what about when the gloves touch registers, pens, phones...does that make for cleanliness? I wanted so bad to return the order. However, I never touched it and I called to speak to a manager and asked for a manager name. He says I can't give you a name but I am the manager. I asked for the hours in which they open the following day and said I am returning my meal. He said...

I was at this restaurant for the first time last night. I have a gluten intolerance, and multiple members of the staff assured me that the Rachel's Rice was gluten free. This information was quite inaccurate. Only after eating a good part of the meal, I realized that the rice had some kind of noodle in it. When I looked on the website, I learned that this is a wheat noodle. I am now quite ill from this food, and am severely disappointed in the training of the staff. For a 15 dollar rice bowl, the staff should absolutely know what ingredients are in the products they are serving, so that they do not make the customers sick. Please do better, as this is beyond unacceptable.

The experience above was not only bad enough, but the customer service link on their website was broken, and the "We’d love to hear from you!" would not submit this information.

The lamb was also overcooked and greasy, and the food...