Hot Head Burritos — Restaurant in Fairborn

I tried reaching out to the company multiple times, called several days to talk to someone directly and received a voicemail telling them I needed to send an email, so I’m just going to drop this here.

A couple Sundays back, after I had gotten done with work (I work with decedents, but this case was particularly sad) I called my husband after work and offered to get dinner on the way home. I have all the pics/screenshots for when I was going to talk to corporate but since they prefer for me to type it out, here goes:

I placed my order online at about 6 PM and the status said to give them 20 minutes… fine by me! I went through Starbucks next door to kill time and got gas before picking it up at about 6:30. When I got there, BENEFIT OF THE DOUBT, I walked into a small rush so I waited in line for another 10 minutes to get my food and by the time it was my turn, I said I had a to go order. They hadn’t even touched the receipt. I ordered 2 smothered burritos and the worker was actually very pleasant at that time and mentioned they had an accident with the queso so they needed another 10 minutes.. still, fine by me! I told her I was gonna run to Kroger to get something while I waited and that’s just what I did.

I came back, got my food and went home.. so an order that told me 20 minutes took about an hour at this point but I was still fine.. pleasantly said “accidents happen” and smiled and went on my way.

I STILL don’t care.. what upset me was the fact that when I got home, once my husband cut open his burrito, we realized they messed up the order. The receipt even stated pinto beans and they used black. I called back to ask if I could fix this on another day because at this point I waited and hour the first time and ironically chose to grab dinner on the way home because I was already exhausted, and they told me I would have to bring the food back with the receipt and prove they messed up and that their policy said that if over 50 or 75% was eaten, they won’t fix it.. which does make sense. I assured her it was not eaten but asked if I could put it in the fridge and take care of it the next day and it was a clear no.

I wasn’t about to drive 15 minutes back and play this game all over again and then drive back home again when i had to wait the first time around and at this point, it’s not even “fast food.

Cherry on top of the cake was the little blonde hair I found in my food, which actually matched the workers hair. I’m Asian with long dark brown hair so the math there is...

This location is by far the most consistently disappointing Hot Head location I've been to. If you order in-store, you have a 50/50 chance of getting something good. Ordering online, you have about a 1/10 chance of getting something good. I'm not sure where the disconnect is, but for whatever reason, every time I order online, they drastically cut back on all portion sizes. It doesn't matter if I order double chicken, double wrapped, extra whatever, they consistently under-portion their online orders. Bowls less so, but burritos they completely destroy if ordered online. The last few times I've been given comically small burritos. The last burrito I was given was so small, I had to double check my order to make sure I didn't accidentally order off of the kid's menu or something.

Additionally, not only was my last burrito under topped, but I also asked for it double wrapped and toasted, and neither of those two things happened. Sometimes they forget to toast it, so that's whatever. But the double wrap I have to pay extra for, so I usually expect them to actually do that part.

If I had only ever been to this Hot Head, I would mostly just be upset by the cost to food ratio here. But having been to many other locations, I know that they just greatly under-perform relative to other locations. I think there should be some communication about portion sizes, since most other locations seem rather specific about them, while this one just throws them to the wind.

Overall, it's just a big punch to the gut when you're spending $8-$10 on a burrito, only to get something that is so ridiculously tiny and unsatisfying.

Then again, it might be a purposeful business model, since many times after I order here I end up ordering from the Colonel Glenn location right after just so I can get a...

The food is really good quality but the customer service and employee behavior needs some major improvement, especially around lunch time when the work flow seems to get heavy.

On at least two occasions that I have been in for lunch one particularly aggressive managerial employee (red hair and tats) has become excessively belligerent towards and yelling at other employees for seemingly minor transgressions. Unfortunately, I feel the need make it apparent publicly that this kind of behavior makes a lot of the customers very uncomfortable. I know this just from watching their behavior during this kind of thing happening. On top of that, there seems to be a lot of employee turnover.

I have even personally witnessed prospective customers walking in on this and then just walking right back out in disgust. I personally think that such behavior is unprofessional, unproductive for other employees because it causes more customer order mistakes than it corrects due to projected anger, and frankly is unacceptable.

I understand that new employees need to be corrected now an then, but there are far more professional and productive ways of doing this than excessive yelling or rude behavior in front of the customers, which is nothing less than childish shaming tactics. Maybe if the managerial staff can learn to productively teach their employees to function efficiently without screaming at them, then they wouldn't have to keep re-training new ones after someone either quits because of the negative environment or gets fired over something that should have been no big deal.

I love Hot Head as a franchise in general, but I will not be coming back to this location until the problem...