Tocaya Modern Mexican — Restaurant in Burbank

I am writing to bring to your attention a serious issue that my partner and I experienced at your restaurant on May 7, 2023. We placed an online order for two orders of the Tinga Tacos, one order of the Mahi Tacos, one order of chips and guacamole, one order of waffle bites, three aqua frescas, and one Vegan Guiltless Burrito. My partner, who has been a vegan for over a year for health reasons, drove almost 20 minutes to pick up the order. However, upon returning to his grandparents' house and taking a bite of the burrito, he discovered that it contained chicken.

As you can imagine, this was extremely concerning for us. My partner's dietary restrictions are due to a medical emergency he experienced, and consuming chicken could have had serious health consequences for him. I immediately contacted Tocaya at 12:30 PM and asked to speak with a Manager on duty. The person who answered the phone identified herself as Anita and said that she was a morning supervisor. When I explained the situation to her, she was dismissive and unhelpful. She claimed that the order did not reference anything about it not having chicken on it, despite my partner noting “No Protein” in the online order. She also spoke to me in a snarky and rude tone and hung up before I could even ask for her name.

When I called back a few minutes later, Anita was hesitant to provide me with her name but eventually did so. I was shocked and disappointed by the lack of care, consideration, and empathy shown by Anita and the overall poor level of customer experience and service we received.

As someone who has worked in a management-level position in Corporate America, I know that this level of behavior is unacceptable. A customer service experience is a fundamental aspect of any successful business, and I feel that the negative experience we had is indicative of a larger problem within your organization.

I appreciate that mistakes can happen, but I cannot and will not tolerate mistreatment by an employee. Anita's dismissive and unprofessional behavior has left an extremely negative impression of your organization. I understand that you may be located in Los Angeles County, but making assumptions, generalizations, and accusing someone of possibly lying is a new low level on the totem pole of the customer experience and customer service.

In a day and age where social media and reputation management play a significant role in the perception of a business, it is important to take responsibility for the actions, and lack thereof, of your employees. I hope that your organization will take immediate action to rectify this situation and ensure that such incidents do not occur in the future, especially for the health and safety of other customers/patrons.

Thank you for your attention to this matter, and I look forward to hearing...

the food is generally good; the problem is, every single time I order from this location, my order is wrong - literally dozens of orders over the last several months. I expect it to be wrong at this point, and it always is. I’ve complained just one other time to the manager, because I order through postmates, and it’s just a nightmare that it’s wrong every time. I was offered a $30 gift card from Georgia, I never picked it up because I don’t like complaining, and again I typically order delivery so I don’t like going there if I can avoid it. but this is soooo annoying that my whole order is utterly wrong 100% of the time. My apologies to the kitchen staff but why, and why does the expo send my order wrong every time… (I have photos, - the ticket was sent correctly, and all the instructions were just ignored and sent anyway). And the quesadilla is barely cooked (there was fully unmelted cheese inside). Edit: 2 weeks after original post and they yet again messed up my soup order…. Added pictures. Every time they get it wrong, I don’t understand. Edit: I changed my rating from 2 stars to 1 star, because I felt bad for the hourly employees who are simply not paid enough, but I have no sympathy for the corporate response which is transparently pathetic (and predictable). The rot begins at the root, the people in charge here have their heads up their plastic a**es. You’re paid too much; do better, you...

Food is great. Taste and presentation is good. Service is not good. When the server served me the food, i realized, i am going to be thirsty coz i ordered a burrito and taco. Hence i asked the server who wears big black glasses for a glass of water. The waitress pointed me out to the cooler and said its self service. I was sitting outside and the cooler was far away inside. The waitress made several rounds from inside to outside to serve one of the other table with drinks, extra sauce, napkins, cutlery etc. While doing that she could have grabbed me a glass of water but she didn’t. It was not at all hard to do that. Plus the restaurant was not at all busy. This tells me that servers do not have the incentive to help guests and provide a good customer service coz they know the customer has paid upfront and they are not going to be tipped if they do something above and beyond. A simple glass of water. I left the restaurant without grabbing water and drank some which was left in mu car upon leaving. So yes, thats my expereince. A great customer service is the cornerstone for a restaurant to be successful. You can win a customer’s heart and mind with great food but a good customer service will keep bringing them back to your restaurant over and over again. That will be my advice to them. A customer always observes, consciously or...