Roll Em Up Taquitos — Restaurant in Chino Hills

This location does not communicate well and is not efficient when picking up online orders and because of this my pick up order was sitting on the counter for over 30 minutes which means I received cold and soggy food.

At around 946pm I used Google Maps to locate the restaurant and place my order for pick up, by choosing a direct order through the restaurant. (Not through a food delivery service like Grub Hub etc.) After I placed my order, an email was sent to me from the restaurant/their online ordering system that stated my order would be ready at 959pm and to press the "I'm here" button when I got to the restaurant. I got to the restaurant around 955pm, pressed the button and i received a message that said "Thanks for letting us know you've arrived. We will bring out your meal shortly." I waited for the restaurant to bring the food out but since they didn't I walked up to their door at 959pm and discovered the door was locked. (The restaurants hours are 9am-1am, it was 959pm when i tried the door). The manager came to the door, didn't open it, talked to me through the door and told me the dine in area/pick up counter was closed. I explained that i placed an online order for pick up and i was trying to pick it up. The manager told me that i had to go through the drive thru to pick up my order. With no other choice, i sat in the drive thru for over 25 minutes, behind 2 cars, while they placed their orders and the restaurant cooked those 2 orders. When I got to the pick up window, at 1028pm I asked the employee at the window how long ago my order had been cooked/sitting, because we didn't want cold/soggy food, but the employee repeated "I don't know" and eventually brought the manager to the pick up window. The manager immediately told us the food would not be soggy since the toppings were on the side. I once again asked how long ago the food had been cooked but the manager didn't answer my question. I then told the manager that if the food had been sitting since 959pm then the food would be cold and i needed a refund. As a reply to my statement, about food being cold, the manager told me that the food we ordered reheated well. Further, the manager said she couldn't give me a refund because i used a 3rd party app, but if we complained on the app i would receive a refund. After going through the app i do not see any way to revive a refund since I placed the order directly through the restaurant/their online ordering system. Therefore i need this location to give me a refund immediately as i first requested.

Additionally, management needs to figure out a better system for online pickups, especially if they are going to close their doors before the advertised 1am closing time. Online pick up orders should not have to wait in the drive thru, behind customers barely placing orders and waiting for those to be cooked, to be handed the their orders that clearly have been cooked so...

Youtube and photos online made this seem amazing. It was very disappointing and all hype. There must be some issues with management. Delivery truck was dirty, no cup lids(weird because the youtube review I saw prior to going, the youtuber had no cup lid), the garbage near the patio door was leaking causing a puddle about 1 ft. wide, trash was overflowing causing me to push down trash with my hand, floor near sodas was super sticky, they were out of corn, I asked for 2 rice sides n 2 bean sides, they gave me 3 rice 1 bean, the lit sauce was not spicy so I didn't understandwhy call it lit? The beans were spicier than the lit sauce at a mild jalapeño level. The actual taquito was below standard. The only one with some flavor was the chicken. The sauces they add on top and cheese were bland. Once I was there and observed the crowd and tasted the food it was clear that the establishment is serving and liked by a mostly Caucasian crowd. I believe this is why the establishment is so popular. This Caucasian crowd doesn't know any better regarding taquitos, so between the food, vibe, and location = a successful restaurant. If you want great food this place will let you down. If you want a nice picture for Instagram. This place is probably for you. If you have a Hispanic or Mexican restaurant near by, I promise other taquitos are better than the ones here. There is a niche market for these types of places but I wish I'd known about...

The Taquitos are good but over priced. I’ve had better from other fast food drive-thru at a cheaper price. Although I will admit that the churro donuts are very good. Unfortunately I have a huge complaint for this place that makes me not want to ever go back... I paid with my debit card and the deduction from my account was over a dollar more than what my actual total was on my receipt. Being the transaction was pending I gave it a few days before calling them about it. When I called them I spoke to the “Manager” and explained the situation and she actually told me that this has happened before and that it’s an issue to take up with the bank not them 🤷🏻‍♀️ What a unprofessional thing to say. And all she said she could to do is print me out another receipt but it would just be the same amount shown on the receipt I already have. After going back & forth with her she said that she would pass on the information to their financial department and that I’d get a call back from them. It’s been a week and I’ve heard from no one. To me it’s not just about the overcharged of $1.21 it’s the principal of them not owning up to their mistake. And if it’s like she said “it’s happened before” I can only imagine how many other people don’t even realize it, and how much money they are making by not fixing their known problem. So I suggest to all future customers don’t use your debit...