Torchy's Tacos — Restaurant in Houston

I’m writing this because, like I told the cashier on my return visit. I WANT MY MONEY BACK! Not a REMAKE - which they still gave me after I gave them a chance to do the right thing! The food sucks! I waited for 35 minutes for a SALT FILLED BURRITO AND HILLBILLY QUESO! -My first visit I received the SOUREST Keep it 100 in all my visit and that’s after being ignored by the bartender for 10 mins. Not even a greeting. I asked for a water I received one in a dirty glass with Tajin and Hair at the bottom - it went untouched- When when I keep waving for further assistance or atleast another water -I was brought my check- NO WAS EVERYTHING OKAY?! Wow very disheartening to be honest just felt so unwelcome. This while waiting on my take out order- which we inform the takeout woman that we were here at the bar and even provided are name 3-4 times and asked for id’s after paying and being served alcohol already - it was excessive almost as if we are lying. Then we left very disappointed- my friend just wanted to complain to mgmt. but it took too long we were running out time for our hour lunch. Only to make it my office and bite into SALT WRAPPED IN A TORTILLA-so I folded it back up - I had to return after work. So now I just wanted my money back - I went in and the young lady at the counter immediately knew what I was talking about which lets me know I’m not the only one who complained - she states she’s going to get the manger then comes back out with the food re made and guac on the side. None of which I asked for because she assuming it was the gaucmole when it was actually the chicken! so assuming their just being nice. I tell okay but, no and she says it’s cool and I’m thinking the manager is refunding me in back or something. But, no she says the manger said it could be remade. Excuse me! YALL RUINED MY LUNCH AND REFUSE ME MY REFUND. So I left. Pissed. Only to be 1000000000000% sure it was the same burrito I had with more toppings. I’m so mad - I’m refraining from starting a social media trend about the disappointment. Just GIVE MY MONEY BACK YALL CAN HAVE THE BURRITO ITS STILL IN TACT. I just wanted refund. I promise I won’t return if that is the case to get a refund. I tried the telltorchys.com and my...

I came to this location on 5/9/24 and completed my takeout order for Jen at 8:02pm. The cashier said it will be ready in about 10-15 minutes which is totally fine. I checked my phone at 8:24pm and the food wasn't ready yet, cool. I noticed a worker from the back bring out about 3 bags of take-out bags to the front at 8:26pm. I knew that was our food since we were the only ones waiting. The cashier in front, Evelyn was just standing around on her phone while we watched our food getting cold. She only rang one customer so she wasn’t too swamped where she couldn’t hand us our food (we were standing right in front of her) She then went over to our food that was sitting on the table, looked at them, checked the name, walked away, and went back to being on her phone. At 8:42pm she finally called out our name for our food that has been sitting there getting cold. I was watching her the whole time and when we asked her why she just let our food sit right there, she said “Someone was supposed to call out your name”…yes YOU! We asked to speak with the manager and Evelyn told us the manager was too busy for us. We asked who the manager was and she pointed to an African American pregnant woman that was walking around the vacant sitting area. We went to the manager and told her our concerns and what had happened, and the manager was being extremely dismissive and made us feel like unimportant. She was the same person who brought our food out from the back so she knew how long we have been waiting for our food. She offered to remake our food but we have now wasted over 45 minutes waiting on our food (didn’t want to waste more time) and who knows what they will do to our food if we send it back.

This is an ongoing issue at this location, we stopped ordering through the mobile app because they would mess that up too. I had an incident when I purchased my food through the app and it processed through on my end and when I got to the restaurant, they said it wasn’t completely processed so my order was never started.

Torchy Taco’s is one of my favorite restaurants but location by far has THE WORST customer service, never a good experience coming...

Dear Torchy's Tacos,

Your food is excellent, but your service does not rise to the same level. This is the 2nd time I’ve had your food and the 2nd time I had to question why bother. The first time I was catering a party here in our office and the person who answered the phone told me the store was too busy to take my order. She assured me that someone would call me back after lunch. I was a little perturbed by that, but ok I’ll wait for the call. Around 4pm that day I decided to call again just to make sure we were going to have something to serve at the party. Thankfully I am proactive because I never received a call back. Today I went into the Memorial City location to pick up a lunch order. It wasn’t ready, but I was willing to wait. When the counterperson came out with additional orders, she asked who was next. I politely raised my hand and gave her my name. She looked right past me and said NEXT! I again politely explained to her that I was next, and she replied, “well I didn’t know”. Yes, you did, I just told you I was next, but you assumed that the black woman in line was lying. It’s unfortunate that the excellent food is not matched with the same level of customer service. I could have created a scene and embarrassed us both, but that’ not my style. This is my style, letting everyone I know and everyone they know that our money isn’t appreciated in your establishment, and we should take our business elsewhere. It’s a shame because I cater a lot of parties and have bunches of friends. If you’d like help with customer service training, please let me know. It’s one of my agencies specialties and we’d be glad to help.

Sincerely yours,

A Very...