Freebirds World Burrito — Restaurant in Katy

UPDATE: 11/18/2023 During the past summer, the services and quality were very bad when managed by, what seems to be, high schoolers. I started to go to the Katy Stableside store instead. However, now the couple times I have been here in the past month, the services and quality have been impeccable! :) Will start coming here more often. THEY WENT ABOVE AND BEYOND!

Every week, my wife sets up a pre-order online with Freebird for a Saturday morning pickup. A week ago, there was a glitch in the online system which Freebird knew and sent my wife an email on the issue and for her to place her pre-order again. My wife did not read the email. She went to pick-up the tacos Saturday morning and there was no order. She was informed that an email was sent to her which she checked and confirmed she has it but didn't bother reading it. She admitted her fault for not reading the email. Let's just say that what they did afterwards, through no fault of Freebirds, is reason why we always eat at Freebirds rather than other similar joints. Plus it tastes great! :)

I am not saying every Freebirds have World-Class customer service but even before this incident, I went with my wife one morning to pick-up the taco and what stood out to me immediately is that when she went in, she and other customers that walked in after were greeted by all the staff at the front counter and in the preparation area. Not mumbled but actually stopped and looked at the customers when greeting. It really stood out to me because of all the craziness that have been happening in the food industry from short staffs who could care less and that is likely because of an increasing attitude of rudeness and callousness from inconsiderate and pompous customers these days. Thank YOU to the whole Saturday morning staff in the Mason branch for putting up with...

I had a poor experience at this location. I actually frequent freebirds and my food is always hot , fresh and the staff is usually very nice . Today , I went in and ordered two free bird bowls and there were no other patrons so I asked was the food hot & could she stir it because it didn’t have steam. She insured me that the food was hot and proceeded to prepare my bowls. At the register she told me $27 . I said , I’m sorry, what’s $27 ? She said the two bowls then went in and did something then said $22. It took her a few tries but she got me rung up but everyone in line looked upset about the wait. It was about 10 minutes I had to wait at the register and the girl apologized so I went to my car and found that my food was hardly warm . I brought it back and asked for a microwave and the girl with dark hair said “I don’t have one . I’ll just refund you and that’ll take care of that .” I said well I wanted freebirds not a refund. The male that was at the table yelled out the temperature needs to be 150 . She ran and grabbed the thermometer and said 160• with aggression. I googled and it said 165• was safe to eat . The man started full blown arguing with me and even getting some random customer involved. They were telling me that I needed to eat whatever they gave me . I said I’m temperature picky and that’s why I asked upfront. The man proceeded to tell me I was causing trouble. The women were actually professional . The male however, could use training in customer relations. I didn’t pay for attitude with a side of food I paid for food . How is he comfortable arguing with me like I’m in his house? I’m sorry he needs to go . As a matter of fact pull the cameras to see...

“Em, the pimp” (as her name tag says) is rude. This is my second time in and it’s the second time I’ve given her a chance and she’s just flat out rude. She talks to the younger man like he’s stupid and sighs and seems annoyed when I asked questions about the menu and during finishing my burrito. Not super “pimp” of you there, Em. Why don’t you relax with the ego trip, work on yourself so you’re not such a terrible person, and lead the team like a real leader should. I can only assume you’re the “manager” based off of how you talk to the staff. I work in food too. We all have hard days. But I gave you multiple chances to redeem yourself and you’re literally just a bad person.

The older man at the register was rude and mentioned that he’s supposed to go home already and when checking us out mentioned again that it’s time for him to go home. Em made him stay to help and he had already clocked out. We know this because he verbalized it to her. which must’ve annoyed him a lot because he made it very CLEAR he wasn’t happy to help us.

The younger gentleman “G” - is always kind when we come in and helpful. Should probably look at promoting people like him.

The only reason I’ll ever come here is cuz it’s the only Freebirds close to me, food is good and the younger man is very...