Torchy's Tacos — Restaurant in Euless

Update a month later - So even thought they've responded in other reviews to state that management will personally follow up, they have yet to do that with me. Seems like when you give them a bad review, they have no interest in correcting what they did wrong.

I placed an online order @ 6:30pm for pickup @ 7:30pm. Showed up & sat down in one of the chairs on the right when walking into the pickup area. Had a manager, bartender, server, and food runner walk past during my time sitting there, not provide customer service.

@ 7:45, the server asked me if I was there to pick up an order and I said yes. Gave her my name. My order was printed out and one of the bartenders went to the kitchen. 10 minutes go by and she hasn’t come out which tells me that my order got lost. I stood up and asked how much longer and the manager admits that my food was made early and given to someone else. I waited 30 additional minutes for my order.

Why did my order drop early? Why was my order made early? Who gave my order away? These are things that can be tracked by either the order system confirmed whom moved the order along in the kitchen to who picked up the order in the kitchen and brought it up and set it down. I know you have cameras in the restaurant that can show who did this. Why wasn’t I apologized to by anyone especially the manager when you knew that it was messed up? Only thing that was said to me was “Thank you for your patience” by the server and I’m grateful for that.

I will be going to your Southlake location because I have ordered multiple times there and have never had...

I witnessed an incredibly poorly handled customer situation by the manager Chris. We have been eating here since their grand opening and have been loyal Torchy’s customers since my UT days and never in all these visits have I seen such low level customer service, especially in a food establishment by the manager. Trust me, drive the extra few miles and go to Velvet Taco down 121, they’re kind, have quality food, and are consistent.

Maybe Chris was having an off day but that does not excuse his negative behavior, terrible customer service, and food quality ignorance, especially as the manager. I don’t even understand Chris’s unwillingness to take care of the customers when their food was undercooked. We watched the entire thing from the table.

This group had been waiting 45 mins for their order and when it came out their chicken was slimy, pink, and undercooked. When they tried to talk to someone to fix the order, Chris came out and said it’s like that bc it’s thigh meat. He proceeded to tell them they were wrong and it’s suppose to be like that, he said they won’t remake the order bc it’s the end of the night and threw out all the meat for that day and they’ll get more meat tmrw. The group asked for a refund as the food was not eaten and Chris did not like that. He was super rude, not helpful, condescending, ignoring them, walking away to the back, not wanting to process their refund. He told them he’ll email it to them and didn’t even take their email. And this was just part of the...

I have been to Torchy's several times and really like the food. On 5/23 I decided to order curbside pickup through Torchys website. The process of ordering the food was straightforward and worked OK.

Once that process is complete and the site went to the next screen, there was an "I am here" button. The idea was you click on it when you arrive. I had placed the order on my phone. I then drove to Torchys and parked in curbside spot 4. I clicked on the "I am here" button and put in the requested information . The website told me that the store was notified.

I waited about 10 minutes and called the store asking about my food. I explained I had put in my parking spot when I answered the websites questions. They found my food and brought it out.

The girl that came with my food asked if I had called the phone number on the parking spot sign. The sign says to do the response on the website, but there was a phone number on the bottom of the sign. I forget how it was worded but I believe the idea was if you didn't use the website you needed to call. I told her I did what the sign and the website said to do. I was told, "That doesn't work just call the number" from now on. How is anyone supposed to know that???

The lesson here is to either forget the website, go in and place a take order and wait for it or call the number and ignore the sign and website. The website, sign and the store are not on the same sheet of music. It is strange that other websites seemed to have...