Costa Vida Fresh Mexican Grill — Restaurant in Gilbert

I ordered food on 2/17 through their mobile app and I had my partner pick it up only for the employee to give the incorrect order. I called the store and told them I was on my way back to get my correct food, they were about to be closed is why I asked if I’d be able to get it still. To which they try telling me they can refund it and all I wanted was to get my food, got handed to a manager and then she just said the drive thru will still be open. Got there about a hour after I originally ordered my food and said explained the mix up to the drive thru person and they said they will have it made up for me at the next window. Got the food and got home which isn’t more than 10 away and realized it was way cold, not remade and was just my food they didn’t give me in the first place. Left a review from the website on the receipt, they got back and fixed the problem and I was very happy. But then I go in on 3/7 with my partner. I ordered mine on the app in the parking lot so I had service. We went in right after i had ordered so he could in order in the store so I can use another reward point as it wasn’t wanting to do both of ours. He ordered some steak nachos and got the queso on the side as we can’t request it like that in the app to my knowledge. He usually gets all the toppings as well but right after it got out of the oven it was already packed up in the bag. We didn’t realize this because I had the app open ready to scan when it logged me out suddenly and didn’t want to load. Because of this we didn’t think much of all of it and just assumed he had put it on but I guess that somewhat our fault but at the same time why didn’t you ask. That and when my partner was ordering I went the register and told the male employee I had a pick up and told him my name. He checked the paper and then walked off so I assumed it just wasn’t mine. Turns out it was cause I was later handed the bag once I finally got the app to work. Nachos were alright and would have been awesome with the rest of the toppings. Mine was a little watery from the tomatoes. I don’t think I can come back to this location and don’t think the app is helpful like it was before. Please work on...

Initial score 1/5

I am pretty flexible about my order. I don't typically make a fuss when something runs out or a process isn't as smooth as it could be. I do get frustrated when a company doesn't learn from it's mistakes. This particular occasion is the 4th time a drive-thru order was incorrect.

The company has the processes in place to make sure this doesn't happen. They repeated my order to me TWICE and both times it was correct. When I received my food, I confirmed one more time that everything was in the bag.

I was assured it was all there. My fault for taking an employee at their word that my order was accurate. I didn't realize I needed to open the bag and go line by line on my receipt and do an inventory check. It's not that I was missing one thing. I was miss FOUR. Two of those items didn't even show up on the receipt when I went to double check.

I don't know what the problem for the drive-thru is because I've received exactly what I want when I walk in. I've never had a bad experience at any Costa Vida when I walk in. I have used the drive-thru 8 times in total. That's a 50% accuracy rate in my experience. Unacceptable. Believe me I will hold up the line next time to make sure it's accurate.

The representative I spoke with on the phone was very helpful and waived the meal from my bill. I explained the situation and I suppose all's well that ends well. I didn't want to let another instance go by without explaining my experience with the drive-thru. It's a great way to get great food quickly but there appears to be no checks in place to ensure that the order given by the customer is what ends up in the bag at the end of the...

Been meaning to write sooner. Went there a couple weeks ago and kids were excited to go to Costa Vida. Trying to watch 5 kids and flying solo dad, trying to order with all kids excited and being crazy. Went to order for twins after the older kids ordered and servers were typical talking loud to hear our orders and I realized they weren't wearing masks. Not just for the pandemic, but overall just thinking of the spit going into the food in front of them as they prepared orders grossed me out. But my other kids had already ordered and excited to be at Costa Vida. I ordered my food, paid, and took our food to the exterior patio to eat when I realized my burrito was just plain. I asked for raspberry chipotle burrito enchilada style and I received a plain burrito. Took it back in and asked for typical salad and pico along with some hot salsa. Kids had things missing too and didn't receive the churro thing that comes with kids meals. While ordering I noticed, first the masks, second the high schoolers that seemed to be just goofing off and no one seemingly in charge, and poor quality control on the food. Overall very disappointed with Costa Vida. This is not how I typically think of a franchise my family loves to visit. Needless to say we will not be visiting this facility again. We're still in a Pandemic! I would assume a very high profile (especially in the East Valley) dining establishment would take the high road to protect customers by doing the simple thing of covering their faces, if not for the pandemic, then at least for all the spit coming from talking over...