Rito’s Burritos- Glendale — Restaurant in Glendale

HORRIBLE CUSTOMER SERVICE!!!! NEVER BEEN SO DISRESPECTED IN MY LIFE TRYING TO ORDER FOOD OVER THE PHONE! THE OWNER EXPLAINED THAT BECAUSE I WAS UNAWARE OF THE MENU THAT THE WHOLE ORDER (INCLUDING PEOPLE THAT HAVE BEEN THERE BEFORE) WAS NOT GOING TO BE TAKEN OVER THE PHONE AND THAT I NEEDED TO COME IN...SO I DID! I LET THE OTHER PART OF MY GROUP ORDER FOOD AND REFUSED TO ORDER ANYTHING UNTIL AFTER TALKING TO THE OWNER. THE WOMAN AT THE COUNTER ,WHO GOT YELLED AT FOR BEING ON THE PHONE WITH ME FOR “TOO LONG” ,WAS KIND AND SWEET EXPLAINED HE WAS NOT THERE AND HAD LEFT. WHILE WAITING FOR THE FOOD THE OWNER WALKED IN FROM “THE BANK” AS HE PUT IT WALKED INTO THE BACK, AND CAME BACK OUT ASKING IF WE WERE LOOKING FOR THE OWNER. WE EXPLAINED THAT YES WE WERE(LOOKING FOR THE OWNER), WHILE THE OTHER PART OF MY GROUP EXPLAINED THAT IF THEY HAD JUST RECENTLY STARTED TAKING PHONE ORDERS BUT ONLY FOR “RETURNING CUSTOMERS OR PEOPLE AWARE OF THERE MENU” (AS THEY HAD EXPLAINED TO ME ON THE PHONE BEFORE HEADING INTO THE RESTARUNT, BUT ONLY AFTER ORDERING BECAME AND ISSUE DUE TO THE FACT I WAS UNAWARE OF THE MENU) THAT IT SHOULD HAVE BEEN STATED AT THE BEGINNING OF THE PHONE CALL (NOT AFTER THE FACT THAT THE OWNER HAD HUNG UP ON ME WITHOUT LISTENING TO WHAT I HAD TO SAY). I BEGAN TO EXPLAIN THAT AS BUSINESS OWNERS AND MANAGERS CUSTOMER SERVICE IS IMPORTANT ESPECIALLY WHEN THE SITUATION COULD HAVE BEEN HANDLED DIFFERENTLY. THE OWNER PROCEDDED TO TELL US HE UNDERSTOOD CUSTOMER SERVICE WAS IMPORTANT TO US BUT THAT THEY ONLY FOCUSED ON QUALITY OF FOOD AND HE WAS SORRY FOR THE CONFUSION. ( HE PROCESSED TO WALK AWAY FROM THE CONVERSATION, INTO THE BACK AND CAME BACK OUT TO FINISH THE CONVERSATION-CLEARLY HAD NO REGARD FOR WHAT WE WERE CONCERNED ABOUT) WE EXPLAINED THAT AS A BUSINESS OWNER CUSTOMER SERVICE SHOULD BE IMPORTANT TO HIM TOO. HE THEN TOLD US THAT IT WAS IMPORTANT JUST NOT IN HIS KIND OF BUSINESS. (HE STARTED OUT THE FRONT DOOR, AGAIN WALKING AWAY FROM THE CONVERSATION HEADING TOWARDS A VAN PARKED OUT FRONT) WHILE HE WAS TELLING US THE QUALITY OF FOOD SPEAKS FOR ITSELF. WE HAD IT AT THIS POINT! AS WE STARTED OUT THE DOOR WE STATED WE WOULD NOT BE BACK AND I EXPLAINED HE NEEDED TO CLEAN HIS FACILITY CONSIDERING THERE WERE BUGS CRAWLING AROUND THE SEATING AREA. HE CAME BACK TOWARDS THE BUILDING WAIVING A STACK OF ONES IN OUR FACE SAYING “HE DIDN’T WANT TO LEAVE THESE ON THE FRONT SEAT.” WE TOLD HIM MONEY HAD NOTHING TO DO WITH THE FACT THAT HIS CUSTOMER SERVICE WAS HORRIBLE. I will not be returning to this establishment, the only reason they have any returning customers is because of that poor girl taking orders he places at the front, yelling at her when customers can clearly hear you telling her “to hang up”. . I took pictures of the bugs and will be reporting...

I have been coming here for a few years now. The food has always been amazing! But today I ran into an issue that to me is a big deal. The customer Service was terrible and it came from the owner’s mouth. Myself and two others wanted to get some food today, one person in our group has never been, we tried to place an order over the phone, since a week ago they started taking phone orders. We were asked to call back in 5 minutes since they just opened at 10am. That was fine, we proceeded to call back and ordered 2 out of 3 items, there was an issue so they asked for us to just come in because we didn’t know what we wanted and they only really took orders over the phone from locals and regulars. 1. We knew what we wanted and 2. That’s ridiculous that they only take over the phone orders for locals and regulars. We went to the location and ordered our food. I personally wanted to talk to the owner, because as a business owner and have worked in customer service my whole life the way the situation turned out was uncalled for. I shook his hand and introduced myself, which he seemed to not even want to shake my hand nor talk to me at all. I advised him that the customer service that we received over the phone was terrible from him. His response was that customer service is not important and the food was the only thing that mattered. Now to me that is ridiculous, customer service is EVERYTHING, especially when you working in the food industry. He seemed like he had no respect for women and that does not sit well with me. I did not once raise my voice or get nasty with him and he proceed to walk away from me in the middle of me talking and said he has to go get the $100.00 that was sitting in his car. He stated that we were more welcome to come back, but if not there is another location we can go to. As an OWNER that is not how you handle things, when you come off as I you have no respect for women, trust me there will be a bigger issue. With that being said I feel terrible for the poor girl that was getting screamed at that works the front. She is probably treated like that on a daily basis. So future reference to whomever is reading this, no matter what business you’re in CUSTOMER SERVICE does MATTER that’s how you keep your customers happy. Hints the name...

It sucks because I really love the food but it’s difficult when the service is so bad. Let me explain.

1 I’ve gone there at least three or four times during regular business hours, (hours, listed on a sign in the window) only to find that they are closed or if they’re open, they have ran out of food. I guess that’s good that they run out of food but when they’re supposed to be open and they’re not open. That seems unacceptable and not worth my time to drive all the way over there just to find that they’re closed. I could call first to see if they’re open or if they’ve ran out of food. But really do I have to work that hard just to buy food from a Restaurant. I think that’s asking too much of your patrons.

2 I can’t explain it, but I feel like the same person on every occasions that has a major distain towards me. (like a pure hatred,) I can feel there hatred. I didn’t do anything to them other than buy their food. I’m sorry to say that I won’t be enjoying their wonderful green burrito anymore. The feelings of distain and the problems with their floating hours and running out of food has turned me into an unhappy patron.

I hope the best for them they would do well to post their hours not behind a tinted glass, but plainly on the outside of the door, where it can plainly be read. Right now you have to actually get out of your car and walk up within a few feet of the door to see the hours scribbled on an open/closed sign.

I do have one compliment. It seems recently they got a neon sign...