Freebirds World Burrito — Restaurant in Denton

Managers and general managers, this review is for your awareness... On July 18, 2023, at 7:50 p.m., My daughter and I came in and began the ordering process. I was approached by a white male with long brown hair and glasses. He flatly asked, "What can I get for you?" I replied, "How are you today?" He said, "Fine, what can I get for you?" I replied, "I don't know yet, (giggled) that's why I asked how you're doing because I'm trying to buy myself time (another giggle). " My daughter laughed and said, "I know what I want, so I'll go first." He continued to help her while I browsed the options. While he was preparing her food, I noticed the Cilantro lime rice was almost all gone except for the hard and dry, caked-on rice on the sides of the metal container. He was chiseling some off to give to my daughter and then began to serve her chicken and yelled to the kitchen that he needed more. Since he hadn't called out that he also needed rice, and that's the type of rice I would eventually order, I asked him if he has more of the Cilantro lime rice he then scoffed and said, "they're cooked at the same time everyday" and he pulled some out of a metal warmer and set it on the counter and moves along to make my daughter's meal. At that time, a tall, thin black female with glasses comes to help me and while waiting for my order, she begins to scrape the dry, hardened Cilantro lime rice from its metal container to put on top of the fresh, soft rice that the previous employee had just pulled out. I asked her if she could wait to do that until she makes my food because I don't want that old, hard rice in my meal. She rolls her eyes and proceeds to make my meal. The rest of the process with her was off-putting as she refused to show the slightest bit of kindness and proper customer service just like the male worker. I wondered what was going on with the employees here because every one of them (including the second white male and second black female that came out of the kitchen with what appeared to be frustration all over their faces). I couldn't help but wonder who the sour apple was in the crew that is ruining everyone's day that it bleeds over into how they treat customers that they seem to not want bothering them. The irony is, there's "Join our Tribe" posters around the restaurant with pictures of crew members all smiling as if this is a good place to work for and/or frequent as a customer, when the reality is, they seem so miserable and irritated and have zero positivity to share with customers. I feel apologetic that I bothered them as a paying customer. Something isn't right here. I do not recommend this place based on the poor customer service and the old, dried up food with sloppy conditions surrounding the food they're serving. Additionally, neither myself nor my (adult) daughter (paying separately through two different employees) were asked if we have rewards with Freebirds, which is very frustrating since we do and because of the poor experience I didn't get a chance to at least earn...

Edit: 3 weeks later

Some coworkers and I went back again. I was hesitant. We were greeted immediately. There was an obvious manager working. None of the team that was there before (same day of week and time) was there now. People moved with purpose. They all had Freebird’s shirts on. It was entirely a different place. You could see that from the jump.

The food, as usual, was excellent all the way around. I ordered a Monster burrito for the first time in a long time and regretted it. I got about 3/4 of the way through and was full. But what was left wasn’t worth “saving” but too much to throw out. It was delicious, though, so I ate it. That didn’t feel good (too full) but that’s on me.

I took time to let the mostly new team know that the work and change was noticeable and thanked them.

————————— (Original review)

Normally, this place gets a 5 for food quality for this type of establishment. I only like Qdoba better, but they aren't as widely available here and it may be a lingering memory from days gone by.

However, something has changed. I know in the post-pandemic world, workers are hard to find. I know to go and pick up and delivery business is higher than ever. That said, some stuff, SOME, should still happen in a retail establishment.

The last several times I've visited, there are about 6-8 people behind the counter. No one says hello. No one makes eye contact. No one says "we'll be with you in a minute". Nothing. Several times in a row, flat out ignored.

They are, however, talking to each other, making one to go order after another, and taking care of people who are not in the room. The folks in line, we just stand there, waiting, and even start to look at each other and shrug. I've seen others do it, and today I was the one who did (along with my coworkers) and walk out.

This should be straight forward basic "opening doors for business" stuff. Definitely no sense of a manager on site, any of the times I've gone in the last few months, and especially not today.

Also, I'm all for freedom and happiness, but one of the people was wearing a Taco Joint shirt...which is a competitor in Dallas. And, honestly, really good. I wish I could have had a...

I have no idea why Chipotle gets better reviews. I eat at freebies every chance I get. Tonight they closed at 9 so I went to Chipotle & ordered basically the same thing I get at freebirds, burrito bowl with steak minus a few ingredients that Chipotle doesn't offer. First what I love about freebirds, the meat is flavorful & not chewy. The steak is from grass fed cows, it's cooked on an actual grill not a flat top, & it is bursting with flavor, very tender & cut into larger chunks. Carnitas is also bursting with flavor & made fresh daily always delicious & hardly ever any fat. The corn salsa is made fresh by grilling whole corn on the grill & cutting the kernels of the Cobb. Roasted garlic, tomatilla sauce, fresh lime juice ( I saw them juicing limes by hand to fill the bottle) & all the other fresh & tasty ingredients you can't get at Chipotle puts them ahead of chipotle. Now my burrito bowl at chipotle, steak was chewy, fatty & had absolutely no flavor. Corn salsa looked pale like it came from a can & had little to no flavor very bland. I was very disappointed especially since I was craving a steak burrito bowl from freebirds. The quacamole is slightly better at chipotle but that's the only thing they beat freebirds on. I dare anyone to compare side by side they will see that they have been duped by chipotle. Freebirds was around longer & started the big burrito craze. The price is about the same at either place but the quality at freebirds is on another level. I do wish they would hire better employees, some of the people there really show why there is a minimum wage, but most fast food has...