El Famous Burrito — Restaurant in Downers Grove

My wife ordered a burrito to go. 20 minutes after she ordered it was ready. My wife paid and left. When she got home she realized it was the wrong food. She called and the guy that checked her out said, “Well I told you what was in the bag.” My wife did not hear him say that. I think he just gave her the wrong bag. No big deal, right? Accidents happen. She then asked them to remake hers and she’d have me (the husband) go back and exchange the food. The guy’s response was, “Well yours is still sitting here.” I left to go back to the restaurant. I brought in the wrong bag of food and the guy right away said, “I told her what was in the bag!” I responded with, “Really man? She obviously didn’t hear you then, and in all honesty you own keeping the orders straight, not your customer.” I then asked if the food sitting there waiting for me was the original or a remake. He said it was the original. I asked if they could remake it since 30-40 minutes had passed by this point. He refused. I then asked for a refund. He reluctantly agreed and gave me back the original total of $9.69 in cash. After driving through Taco Bell so my wife could have her dinner I got home and relayed my experience on how the guy was fairly rude, but I at least got a refund. The straw that broke the camel’s back for me taking the time to write this review was the fact that my wife told me they charged her a credit card fee of what equated to 4%. They originally charged her a total of $10.08. What a sleaze! It’s a principle thing really. Whatever happened to good customer service?!? Sales 101! If it were my business I would have apologized for the mishap/miscommunication, made my customer fresh food, and maybe even offered an incentive to come back! Word of mouth is everything days! This may have been an anomaly but the fact that this is how they treat the customer after arguably their mistake is reason, in my opinion, to try another...

For over 10 years, it has remained my personal favorite burrito place. A place I recommend for all my friends and loved ones. Unfortunate update... After years of being my "Nmber One" FAVORITE go to Burrito place, now they've let me down. So twice in the same week thru uber eats, our orders have been incorrect. Making a mistake on an order isn't even the main problem though. The first time around a "minor" mistake was made and I was able to have the mistake quickly and painlessly resolved - good customer service. Now come the second round. 3 burritos and only one was what I ordered. I was a bit frustrated, with it being the 2nd mistake this week, but I figured no problem their customer service is normally on point and this can be fixed. Well, not so much this time. I call 3 times no response. I check online for the store hours, states they should be open. I drive there and no sign saying early closure, but to my surprise they closed an hour and half early with no notification. I'm bummed, out money with food I cant eat, and I now I have to go else where. So following day, in the morning I call in and explain what happened, at very least I need a refund for the money spent or at least a replacement and receive what I ordered. But all I got was a statement that the manager wasnt in and only they could do anything to help. They wrote a note, took my name and phone number said a manager would call me tomorrow. Well things started saturday night and it's now monday evening. No call back. I called again and manager still isnt in, now i was offered a basic replacement. By now I just need my money back. So now I'm just left with either waiting for the hope of someone to contact me back or to contact another location to get a manager to get this resolved TODAY. I hate complaining, honestly I do. But I dont like being strung around either. So now I'm off to contact...

Just went to the Downers Grove location at 9:10pm and their hours posted said they closed at 9:30pm There were customers picking up their orders inside, the open sign was on, but the door was locked. When the guy came to let the customers out I asked if they had to cap the number of people in the store and the guy said they were closed. When I said that their posted hours said they were open to 9:30 he said they were closed and slammed the door in my face with no explanation. I've been going to this store for like 20 years and have always gotten along with everyone that works there. Well not anymore. They have lost a loyal customer. They are not the only burrito joint in town and I'd rather go to El Farol in Summit from now on. El Farol has the best burritos in the Chicago area without a doubt! They are on Archer across the street and a little East of the El Famous in Summit. I know the DG store doesn't care if I go there or not, and they aren't going to be hurting for customers, but I'm not going to go where I'm not valued.

-I see by your response that you confirmed you were still open when I showed. BTW, my friends and I suggested to the lady that owned (from what I heard, could be wrong) the El Famous in Summit 35 years ago to open stores up in the 'burbs, that she'd make a mint. We always liked her and were glad she did well with our suggestion. We always promoted those 2 stores (El Faro, too) to our extensive network of friends. The fact that you were closed is not so much of an issue compared to the treatment I received. I've worked in the business and know what it's like to have someone walk in at the last minute (22 minutes according to your sign, 7 minutes according to your website), but that's the nature of the job. If a customer came in at closing I HAD to serve them....with a smile too! All us professionals know that. You on the...