Cilantro Taco Grill- Lincoln Park — Restaurant in Chicago

On October 1st I placed an online order at one of the Cilantro locations. To find the closest location to me, the online order website asked me to type in my address so that it could sync my order to the closest location in my vicinity. (I would like to clarify that there was no option for me to CHOOSE the location, just an option to enter my address so that the website could sync it to the one closest to me). After it synced, I placed my order. However, I realized afterwards that it had actually synced my address to a location an hour and a half away. It should have synced me to the Elmhurst Cilantro location, but it instead synced me to the Chicago Lincoln Park location. Immediately after I realized this, I called the Lincoln Park location and told them what had happened. I was put on the line with a very rude manager who insisted that I drive all the way to Lincoln Park to get my food, and that refund or transfer of the order was not possible. She refused to make any sort of compromise with me and was very stern that I needed to take 3 hours out of my day to drive all the way to Lincoln Park and back from Elmhurst during rush hour, which is incredibly unreasonable. The order wasn’t much, just two burritos, but apparently it was “too large of an order to refund or transfer to a different location”. She told me that it was my fault, and that since it was a customer error there was nothing she could do. Even though it was an issue with the online order website. I am very unhappy with the service that I dealt with today, and would like a refund for the $23.14 that I spent on literally nothing. Usually I am not the type to complain because I also work in customer service and understand how frustrating it can be, but this experience was truly ridiculous. I would also like to add that the first time I posted this review it was taken down....

Unfortunately we can no longer visit this location due to communication.  My wife and I went there and ordered food with modifications.  What was delivered to my wife was a $15 lettuce burrito!  Please, did the cashier and the cook think we wanted a lettuce burrito for $15?!?  That alone was insulting!  If it doesn't make sense, please ask for clarity.  We then reordered the bean burrito and it came out with the thinnest layer of beans some tomatoes and other veggies.  We were resigned to the fate we just weren't gonna get our order the way we wanted, period!  We did eat the food and left but not to return.  Allende, close to Lincoln and Webster gets it right all the time.  My wife asks for bean burrito and there's loads of beans not some chintzy thin layer.  I ordered a chicken burrito at CG and no problems b/c I made no changes.  Until they can correct the communication barrier, we'll go elsewhere. Pardon me I'm wrong, it's $15 veggie burrito MEAL! I forgot to mention she ordered the beans/rice with it. Problem was, we only remembered $15 and getting a lettuce burrito, SIR! You calling me fake - well the truth hurts what I wrote is 100% real. You come back at me, I'll post the receipt and transaction. Poor management can't swallow constructive criticism!!! Also, writing off customers is bad...

I understand the appeal of a quick-service restaurant, but my recent visit to Cilantro Grill fell short of the mark. The experience started on a sour note when the staff didn't acknowledge me, even when I was standing right in front of them, which felt incredibly unwelcoming. The wait time was also a significant issue. During a busy lunchtime rush, there was only a single person working the grill. This seemed like a poor decision that created an unnecessarily long wait for everyone, clearly prioritizing profit over customer comfort and efficient service. When the food finally arrived, it was quite average and didn't really stand out. Adding to the uninspiring experience, the restaurant's ambience was lacking. It felt very functional and could use some effort to create a more comfortable and inviting atmosphere for diners. Overall, while the concept of a quick-service spot is fine, the execution on this visit was disappointing. Between the lack of basic customer service, the excessive wait time, and the uninspired food and atmosphere, it wasn't a place I'd...