Cafe Rio Fresh Modern Mexican — Restaurant in Draper

I'm super sadden to write this complaint but this location is terrible. I really like Cafe Rio and I think the food is wonderful but the Draper Utah location, I feel, has untrained employees who do not value customer service. I went to this location to have a quick lunch with my husband who was working in the area but I had to be fast because he had little time so I figured I would call in a to-go order 10 minutes before I arrived so they could get a head start on my order of 2 pork salads. When I called they didn't quote me a time when my food would be ready, which surprised me because I used to work and train new employees working take out at four different corporate restaurant locations for 4 years and one of the most important rules in the book is to give a quote time to all takeout orders. (no big deal, just surprised). When I arrived to the counter the girl working take out told me it would take 45 minutes for my two salads. 45 minutes for 2 salads when there was only 3 customers in the restaurant? She didn't try to come up with a solution or to apologize for the possible miscommunication. She just looked at me with all seriousness and said it would be 45 minutes, that's ALL SHE SAID, which made me giggle a little because I totally thought she was joking. Since I used to work takeout and catering at other corporate restaurants I thought she might have been confused trying to complete some bigger catering orders before taking care of two salads in a empty restaurant. She didn't try to ask for help from other employees so she could get this small order out of the way or explain the situation to me. This employee seemed like she had no idea what she was doing and appeared to have no training in takeout due to her lack of quote time for customers and organization. I went through the normal dining line easily and ordered my salads which took 10 min (thank goodness it didn't take 45 min! Haha). I asked for a water cup but was furthered disappointed to find the water despensor on the soda machine to be broken 😧 I also went to this location a couple of weeks ago to order food for my husband's employees and the cashier didn't even look at me. When I got to her she took my payment SO quickly I didn't even have time to ask for drinks that I wished to order. After she quickly took my payment I asked if I could order 5 drinks. She looked annoyed and after I asked if they had a to-go cup carrier she said "no". Just no. She didn't apologize for the inconvenience or explain that the store didn't provide disposable cup carriers (I came alone so it was obvious that it would have been impossible for me to carry these drinks all by myself). I had to give my money to Carl's Jr across the street and get drinks from them. I'm disappointed because cafe rio has fantastic food but such terrible service and untrained employees. It appears that their hospitality standards are very low. When I left I went onto Google to look at the reviews of this location to see if people felt the same way I did and I wasn't surprised when I saw the dozens of low 1-star reviews recently posted. This locations appears to be poorly managed. It's...

Terrible service, undercooked food. I love cafe rio but this location is terribly sub par. I wasn’t able to fit how bad it was in the comments section of their survey so here you go:

Starting at the serving line, the customer service was terrible. The lady who made my burrito was completely incompetent at making a burrito. First, when I asked for medium sauce, I had to wait until a ladle was found. Then, she put the wrong sauce on it, and I had to ask her to make a new one. The new one was a total cluster, beans on one side and meat on the other. Also, there was even less steak than the first time. Next, I had to tell her three times not to make it enchilada style. Then, there was a snafu with my girlfriends meal because they couldn’t tell which burrito was my girlfriends and which was another customers. The sale process was fine and my girlfriend took the food to our table while I went to get napkins, utensils and drinks. The utensils were fine, but it was an absolute crapshoot with the napkins and the drinks. First, I went for the limeade, which totally empty— strike one. Next, I went for the horchata which was both clogged and had a thick layer of sugar and cinnamon along the bottom because the tumbler system was broken— strike two. I went for hi-c, hoping I could at least get something— this time the syrup was out and slightly flavored tonic water was all I got— strike three. But wait there was more, I went for the Fanta, which shockingly was also simply straight tonic water. I finally settled on a coke and went to get some napkins— I was beyond appalled to find that not only were my first four drink choices unavailable but also the napkins were no where to be found. I walked to the register, and after making eye contact with three people, finally got somebody to help me. The napkins were found, apparently from a cardboard box that is kept right in the middle of the store and a young man named Connor went to work on the drinks.

I returned to my table, where I was shocked to find my steak undercooked, my lettuce with lots of red oxidized pieces, and my tortilla cold. Not to mention that my burrito was haphazardly thrown together, not wrapped tightly at all.

Overall, this experience was terrible. The only halfway decent customer service experience I had was with the cashier, and the only helpful person was Connor who was able to locate hi-c syrup and who went to work trying to sort out the horchata situation.

My girlfriends experience, in addition to her hastily thrown together burrito— just a tortilla thrown over the insides, really— was abysmal. She went to get a lid, and when she found that they were out, she went to the serving line. After having three employees stare at her and then ignore her, she had to interrupt the serving line in order...

After a morning appointment I stopped by this café Rio restaurant on my way home. I went through the drive-through, placed an order for my entire family. After going through the checkout through the drive-through they handed me a bag I checked to make sure I had Five containers for all the five orders. but didn’t look any further. I take ownership for that for not checking my order before leaving but I was just trying to get home in a hurry. When I got home the order didn’t have any salad dressings. That’s like our favorite part is the dressing. So I called the number on the receipt it took me to another department who took these calls, I pushed option number three to share my experience at the restaurant. As the restaurant wanted to give a better customer service experience they said not to worry they will replace the entire order and give me extra dressing. I quickly left my home to go back to the restaurant to pick up the order and the manager greeted me at the drive-through window. He then asked if I brought the receipt, which I didn’t, it was still left in the bag at home. He asked if all I need was dressing and I said yeah that’s fine but that’s not what I was told over the phone. He asked if I brought the food back with me and I of course said no I don’t have it on me. He then later asked where the food was and I said I left it all at home he asked if I had thrown It in the garbage and I said No but I Will if I get a new food but won’t if all I’m getting is dressing. He said he needed the receipt and I said they should’ve told me what they needed I would’ve brought it. The food would’ve been soggy by now. I even said I’ll call my daughter right now and have her text me a picture of it. He was making me feel like I was trying to pull a fast one or get free food. he could tell I was frustrated and said he will just give me the food and extra dressing but for next time make sure I have the Receipt. I said there won’t be a next time. I shouldn’t have been asked those questions. My suggestion would be to communicate with each other better and step up your level of customer service. And double check the bags your delivering to your customers. Like I said partially my fault for not checking the order but I know better now. All I needed was dressing but you guys were the ones to offer a full meal. if I would’ve known I needed to bring back the food and have my receipt I would’ve brought the entire bag back. The manager had the food sitting right there for me so why even bother with the questions. The food was prepared. I just don’t understand some people....