Ortega's Taco Shop — Restaurant in Charles Town

My wife and I ordered by phone for curbside, 2 burritos with salsa on the side, lady on the phone confirmed my order and said will be ready in 15 mins. Arrived in 15 mins, checked in via phone that we were parked out front. Waited at least 10mins. Young lady comes out, no greeting at all, shows payment device, i scan my card, she asks "would you like to tip?"....really? so I tipped...we drive off, my wife checks bag, no salsa sauce on the side. We called back, someone answers phone - right away says thank you for calling....please hold - hold music - 10 mins - no pickup, called back again same thing same person..please hold..this time she parks the phone - I hear the restaurant in the background - waited and waited no pickup, at this point, I'm done.. hung up. We ate the burritos but they sucked....sorry no other way to put it! I suspect it was the same young lady that brought our food and answered the phone....terrible customer service/interaction..she needs training. In all honesty, were pretty patient but this was a terrible experience nonetheless. 2...

UPDATE: Ortega's contacted me and provided a refund for one cup of soup. My two stars is due to a recent experience with poor service at Ortega's Taco Shop. I have been a devoted customer of Ortega's since its days as a farmer's market food stand and considered their customer service acceptable for many years. However, when my mother broke her ankle two months ago, I picked up some soup from Ortega's for her, only to find out upon arriving home that Ortega's soup lids were so cheaply made that two of the lids had completely melted from the heat of two other cups of soup that had been placed on top of them by an Ortega's employee. I painstakingly fished out the pieces of plastic and was able to salvage about half of the soup from those cups. I had asked the employee who handed me my order if I needed to take any precautions when driving home with the order. He said I just needed to hold it steady, and it would be fine, which I painstakingly did. I would have had no problem rearranging the soup to avoid the lids' melting, if he had advised...

I last visited on my sons birthday 11/10/2020.. I called and ordered over the phone but was "disconnected" 3 times and put on hold for 10 minutes BUT I figured they were busy. After I finally ordered ($78 order) the lady said to give them 30 minutes and instructions on how to pick up due to Covid-19 restrictions. We arrived 30 minutes later which was 6pm. After waiting over an hour we finally left at 7:15pm.. if you add in the 30 minutes to prepare that is almost 2 hours later!!! We also had to keep asking about our food and was told it was coming but people ordering at the window way after us were leaving with food before us. If it weren't for my son's birthday that day I would have never waited! When we arrived home the food was soggy and cold.. I guess our punishment for spending so much money and waiting...I have not been back since.. Hire more help or be honest with your customers. I work locally for a hospital system so they have lost...