Diablo's Southwest Grill — Restaurant in Georgia

I would like to start with this is the first review Ive ever writen saying anything bad about a place. I have worked in food and beverage for years and I am the girl that would eat the wrong dish before sending it back and will tip %25 no matter how bad the service is, however I just had the absolute worst customer service I've ever received both yesterday and today, and I still haven't had one person willing to assist me. I had placed an order for me and my husband, not only was the bowl I ordered not half way full and with entirely wrong toppings, even though we had paid for chicken and extra steak (which the steak was not included whatsoever and literally 4 pieces of chicken and 3 scraps of lettuce... I'm not even exaggerating), but I could easily get over a mistake that was made by a single employee, no issues, I did however want to call just to let them know with hopes of better service in the future because this was my absolute favorite Diablos to treat myself to considering I live 2 minutes away and they've never disappointed before. Unfortunately, when I called I was put on hold for over 10 minutes before they closed at 9:30, I understand that calling 10-15 minutes before closing wasn't the best time to call and figured they were just having a rough or busy night, so I tried calling back this morning around 11:40 hoping to catch someone before the lunch crowd, and after being on hold for over 15 minutes I decided to just drive over to see if I could speak to someone, I stayed on hold the entire time. When I walked into the restaurant there was one person sitting eating, one person picking up a to go order and not a single other customer, they literally had more employees in the restaurant than customers. I asked the young lady at the register if they did not have a phone to take to-go orders on, she immediately walked away asking another employee if they had one, there were 2 other young ladies standing around the counter not doing much, one casually looks over at the phone, which was within 3 feet of the cash register and said yea it's right here as picking it up, I then asked why I was on hold for over 15 minutes and one of them muttered "oh I never check that thing", the girl holding the phone asked is this your number, which was still on the screen calling because I was still on hold, not a single one of the employees was willing to help me or look me in the eyes they just kept walking around with their eyes on the ground or looking at each other and giving short responses with no explanations, when I asked if there was a manager the only response I got was "she's not here but there is a shift lead" and considering how obvious it was that these employees were not wanting to help me or even look directly at me I literally had to walk out before saying anything else bc I know it wasn't just one particular persons fault, I'm extremely nonconfrontational, and I was feeling a little angered at that point, I have tried calling corporate 3 times and left a voicemail. The only reason I am upset is the fact that this was my favorite place at one time, and now I won't be able to order from there unless I physically go in person since I can't trust that my order won't be right, which is just very...

I do not typically write negative reviews unless something truly absurd happens, or there's a repeated pattern of negligence.

I went to pick up my online order, asked them if everything I ordered "on-the-side" was in the bag. They assured me they were, and I went to my car to check.

I ordered black beans, Spanish rice, sour cream, cheese, salsa, and jalapeno on the side. The first four were for my baby, the Jalapenos and salsa were for my toddler and 6 year old to try if they were feeling adventurous with their quesadillas.

When I checked the containers they had one with beans and one with rice, or so I though. I didn't find out until I went back into the store to ask for the remaining sides that they also contained ALL of the other items mixed in, to include the jalapeno.

I went back in the store to ask them about it, and after patiently waiting for their last customer to pay I was greeted with an attitude filled "What's wrong, Sir?". I could already tell the direction this was going to take.

When I asked for the remaining sides they told me they were in the rice and the bean containers. I expressed to them that I did not want that, and that I cannot feed this to my baby. What I assume was the manager, though never officially identified as such, expressed to me that she TOLD them to do it. She explained that they don't put "on the side" requests in separate containers in case they are busy. I looked around at the almost completely empty establishment, but made no comment on their lack of business.

I will say that an employee did inform me that I could get the salsa from the salsa bar, to which I flatly stated, "Oh can I?" in frustration. This frustration actually stems beyond this encounter. Before COVID-19 when I would dine-in at restaurants I had asked for salsa on my food, to which they replied that it's only for to-go orders, I would have to get it myself from the salsa bar. Ok, that's certainly fine, but wasn't this a to-go order? And I STILL can't have the salsa from behind the counter? Again, I had no doubt the direction this took the very moment they saw me walk back in the door. I think they knew what they did when they originally packaged everything into "on-the-side soup", and probably thought I'd drive home before realizing.

The "manager" asked me if it gave the option to remove the items completely from the meals, and I had to explain that I didn't intend to do that, I wanted the items, but on the side.

I did ask them to at least give me the rice and beans so I could feed my baby, and after even more confusing back and forth with the "manager" they gave me a small cup of jalapenos.

All in all I left with beans, rice, and jalapenos out of the items I had requested on the side.

The food in general is "ok" for something that I don't have to cook myself that night, but certainly not worth the type of absurdity I just dealt with. It also doesn't help that almost every employee I've dealt with at this establishment over the years has been a sour life-hating teenager who takes it out on the customers with their attitudes.

Oh, and I definitely forgot to stop at the salsa bar on my way out in my frustration with...

Me and my family have come here about 3 times total. The first 2 times weren’t too bad. The service definitely wasn’t nearly as bad as the service we got today from the employees. We walked in to order and the woman who starts building the food was nice. But then we got to the woman who built the food and put all the toppings in. She clearly had no clue what she was doing, which we understood because who knows it could be her first day. Then we got to the lady who rang up our food where we paid. She was extremely rude since the moment we walked up. (We witnessed this attitude from her with other customers as well) When she gave us our food she forgot to give us our cups for drinks so we sat our food down and went back to get our cups and she proceeded to roll her eyes at my husband when he walked away with the cups (as she’s ringing up an order from another customer) Next, we needed more chips with our queso so I went up and asked for some more and she grabs a bag and turns to her employee (the one building the food that I said seemed like she didn’t know what she was doing) and she says “bruh that’s literally why I asked them if they wanted more chips”. So I take the chips and walk away and she stares me down til I get to my seat while laughing with her coworker. Then proceeds to go into the back with the coworker. Extremely unprofessional of these 2 coworkers. Not only were they awful with attitudes for no reason, but we had to track down my sons kids meal of just a cheese quesadilla because it was still cooking whenever we were ringing our food up and when I asked where it was, they burnt it because they were not paying attention. When they cooked another one, they didn’t even cook the cheese all the way. The cheese was barely melted and I got an attitude towards me for asking for my sons food. I was extremely disappointed with the service that we got this time from the employees that were on shift. I don’t think we will be returning considering the food isn’t even worth this treatment. It’s like a...