Torchy's Tacos — Restaurant in Four Corners States

Went to the Highlands Ranch location a week ago around 3:45pm we placed our order online ahead of time got there about 5 minutes before it said our order would be done. As soon as we walked in there was a girl at the front counter stacking trays with paper on them in a pink hat. Before we could say anything she looks up and says I will be with you guys in one moment then proceeds to turn around kick the swinging door extremely aggressive and walk away. She then comes back asks how she can helps us noticeably irritated at something. We told her we had an online order she looked us up and said y’all are early I’ll bring it out when it’s ready. We go and use the restroom and sit down we see her in the bar area talking to other coworkers. It’s now a few minutes after when we were supposed to have our food which is fine we know it’s not her fault but we ask if we could enjoy our chips and guacamole while we wait if it was ready. Again with an attitude and states “even though I’m off I’ll go check on your food” she goes back checks our order brings us out the chips and guacamole and storms out of the restaurant. We did nothing to deserve this treatment from her so my husband asks for a manager from someone else. The manager comes out they talk for awhile he seems to be understanding and apologized for her behavior says she normally isn’t like this and he OFFERS to refund our food for us we did not ask. We finally get our food, restaurant wasn’t busy at all at this time 10 minutes after the said time and he then apologizes to all of us and we leave. Still no refund for what he said he would do and he even asked what name the order was under before we left to confirm. We usually love Torchys but will never return to this location ever...

This has been almost a weekly staple of ours for years as we'd come here after our kids sport's activities. However, there seems to have been a change to the business model over the past year or so.

First, they changed the menu fairly significantly, which was a bummer as some of our favorite items were removed. Then, more recently, they've gone to the order your food yourself off touch screens at the counter model. Fine, but a lot less personable and honestly, it adds a task for the consumer. Due to this, or perhaps something else, staffing seems to have been dramatically reduced. We used to come here and comment on how quickly the food would come out. Literally often times in five minutes. Lately however, it's taken much longer. We were here on a Tuesday evening recently and waited approximately 25 minutes for our tacos to arrive. And we weren't alone. A lot of other people had obviously been waiting a long time too. Additionally, we couldn't find a clean table, as none of the empty ones were cleaned off. Little things like asking for more chips is a good bit harder too and usually requires us walking up to the counter and asking the one staff person we see outside of the bartender to assist. You're still given the option of providing a tip too when ordering yourself, which, for what? You order yourself, get your own drinks, clean your own table, bus your own table, etc. I feel bad for the staff because I'm sure this is more difficult for them as well. The little staff they have are still helpful but it's just quite a bit worse experience than it used to be. And it's not just this location. We've had almost the exact same experience at the location on Arapahoe recently as well. Just an...

First off the young lady taking my order was impatient and rude this is only the second time I've ever been in this restaurant I did not know the menu after making my order she automatically assumed that I was paying with the card and I would went to pay with cash was immediately put off buy me paying cash even after this rude and impatient interaction I still left a tip in the tip jar it took about 20 minutes to receive my order which was it to go order I then left just to find that the queso and chips that I ordered still had chips soggy chips in the cheese leaving me to believe but they just recycled used queso and uneven portions of queso from the in-house orders into my to-go order the presentation of the tacos that I received I had little effort put into them they might as well have been open-faced sandwiches wrapped in tin foil carelessly I basically had to pull all the ingredients out and reshape them into edible portions after paying over $40 plus tip for to go order this is not only not worth it but I will never eat at a Torchy Tacos ever again I don't care what your staff feels customer service is still customer service I received was recycled trash at best I hope this location goes out of business for such shoddy careless and obtrusive judgment on its staff like I said previously before this was only the second time I've ever been in this establishment and I will never visit another...