Torchy's Tacos — Restaurant in Denver

Ordered catered food online from this location for a small backyard wedding ceremony. Upon receiving the food, the order was incorrect, including:

1. Lack of all sides that were ordered
2. Missing all vegetarian (fried avocado) options that were ordered, seemingly replaced haphazardly with chicken fajita tacos
3. Tacos that were supposed to be in bowls were either missing or the intention for a bowl was disregarded
4. Most salsas for the tacos were missing

On the day of the event we called back to ask for a refund or replacement of the incorrect items, a mutual miscommunication resulted in a very small partial refund (only refunding some of the rice and beans which were acknowledged by Torchy's as missing).

Over the next few weeks, I called in every week / two weeks to clarify my wish for a more substantial full refund, as the order was haphazardly handled and was not close enough to the online order to be considered services rendered. I was told multiple times by the manager that a larger refund would be given, though no refund was ever given to the credit card used to order. I have since gone straight to corporate to file my complaint since the employees at this location are either unwilling or incapable of correcting their mistake.

Upon a refund, I would be happy to update this review to reflect a more satisfactory customer service interaction spurned on by an honest mistake on the restaurant's part, but the difficulty in procuring said refund despite weeks of insistence does not inspire...

First of all, fire tacos. The cashier that took my order that ended up being the manager was nothing but a gem and total sweetheart. I literally love Torchys. My boyfriend is from Austin we’ve been going for years and have been thrilled ever since Torchy’s finally came to Colorado! I’ve always had such a wonderful experience at any Torchy’s location(Broadway, Lone Tree, Quebec, etc).

Unfortunately I guess I interrupted Maya the bartender from her regularly scheduled activities of chatting to her coworker and drinking at work by inquiring about my drink I had ordered and paid for over 10 minutes ago. She not only snapped at me when I asked her about it. But made several walk up orders before my prepaid order. Her attitude was so incredibly intolerable. I honestly hate to even say this but I was literally the only non-white person at the bar, it felt racially motivated.

I am still sitting in the restaurant as I am writing this review and the manager walks up to me asking if everything was okay. And I told him what had happened and he was extremely kind and literally made me change this from a 1 star to a 4 star review. I love Torchy’s and the food came out so fast. The staff is so attentive. If MAYA the bartender had not been so insanely rude this location would be perfect and my experience would have been literally perfect. Maya legit needs to be fired. I’ve been a general manager for over 10 years and if any of my staff ever treated a customer the way I was treated by Maya I would fire them...

I am writing because my family and I love the food at Torchy's. Currently, we order Torchy's weekly.

However, over the last 6-8 months, this Torchy's has become progressively more difficult to order food from.

I used to love using the drive-thru. However, 5-6 months ago, it started to become open only sporadically. So, when it wasn't open, I would have to order on the app or inside and then wait for our food (often 20+ mins). After a while, the drive-thru closures happened so often that I gave up on it and started using the app exclusively.

For the last 2-3 months, I have been using the app only. Typically, I will schedule my order an hour or 90 mins in advance and then show up at the appointed time (actually, I usually try to show up 5 minutes late, just in case). However, even when I do this, I often end up standing around waiting for our food for another 15-20 minutes.

Finally, this happens less often, but, periodically, items are missed on our order. Just tonight (in addition to our food being ready 20 minutes last), an order of churros was left off of our order and two of our tacos were missing sauces.

These things didn't always happen at this location, but it happens now 50% of the time or more.

PS - I would have submitted this feedback on Torchies.com, but it has an absurdly low character limit...