QDOBA Mexican Eats — Restaurant in Indianapolis

I just ordered Door Dash and my “ create your own” three cheese nachos were missing half of the ingredients I asked for (all three salsas, cojita cheese, and cilantro). Also, it looks like they put about a half a scoop of queso in the order. I drove all the way up there to have the order corrected and when I told the employee about my order, her first response was, “and umm what was wrong with it”. There was no expression of empathy over having to drive up there and back to have my order corrected when I paid extra to have it delivered. I guess that’s just the first thing I learned in any customer service job is when a customer has a issue that clearly wasn’t their fault is to express empathy and say you will work to resolve the problem. The employee had a “what do you want me to do about it” attitude. She then asked if I just wanted the ingredients on the side instead of completely remaking the order. It’s not a huge deal and I mostly have good experiences when I order Qdoba at my work location up in Castleton. I just was disappointed, and to me it seems like customer service in general (not just with Qdoba) is going downhill.

Update: I have almost completely given up on this location. Their attention to detail in order accuracy and active listening is beyond subpar. When I was Doordashing this a lot in the past, I would always order the steak nachos with chips on the side. I purposefully put this directive in the application. I don't like soggy nachos. Two straight times on DoorDash I received my order without any chips at all. I don't know how I am supposed to eat nachos without chips. The third time, I drove up to the location and spoke with a gentlemen who claimed to be the store manager. He was empathetic and apologized and gave me my chips to eat the nachos. He also told me to come back anytime and I could get a free entree. I went back about three weeks later and told them I was informed by the store manager I could get a free entree. I then spoke with the Assistant Manager and explained to him the situation and he claimed he did not "see my name on the board", and thus, could not give me a free entree. He didn't offer to shoot a quick text to his manager or call him to see if he recalled the situation, and could give him the authority to honor the request. I wasn't honestly really wanting anything free, I just wanted a simple little bit of attention to detail. I just said okay, and gave up. Over a course of two years, I can probably count at least 5-7 different times where I have ordered delivery for steak nachos, chips on the side, and never received the chips. It got so bad I completely stopped ordering DoorDash from them because I didn't have faith they could get it right, and instead drove to the location. Once again, it is practically impossible to enjoy nachos without chips.

Tonight, 3/25/24, I went back and got my order of steak nachos chips on the side. The gentleman who took my order had to ask me three times if I wanted steak. Not because I wasn't speaking clearly, it's because he is so unfocused and not actively listening. This is a common theme with multiple workers at this location. I also of course asked for steak nachos, chips on the side. The same assistant manager who told me he would not honor the free entree promised was standing right at the end of the counter, no other customers in the store, no loud background noise, was cashiering, had every opportunity to listen to what I was saying, or just confirm with his coworker the accuracy of the order, and still forgot my chips. I ignorantly didn't check because I thought there is no way this guy can screw this up. When I got home, there were no chips in the bag. Now that is partly my fault because I should have checked, but seriously, I give up. I have literally been eating Qdoba at this location since I was in high school (16 years ago), but I am about to just give up on Qdoba in general. I used to thank it was a great bang for the buck, significantly better food quality than Taco Bell, for about...

I was really looking forward to Qdoba. Waited outside til 10:30am, so we could get lunch. They weren't prepared for it yet. Waited 10 mins or so. Finally, someone who's 1st language wasn't English tried taking my order. She couldn't understand what I was saying and put things in my bowl that I very clearly said no to. Also, the bowl wasn't very full. Normally, by the time I make it to the lettuce, salsas, and sauces, it's pretty full. It wasn't even half. I asked for pickled red onions. She replied no. I asked for raw onion and cilantro. She responded with another no. I asked for the cilantro lime vinegarette. Again, she responded with another no. She put a handful of more shredded cheese which I didn't ask for on. I said, screw it and left. I love their pickled red onions. If they didn't have those, I could've been happy with raw onion and cilantro, but I just kept getting no. Plus, she had put beans on it when that's not what I was asking for. My mom and I both reiterated I didn't want beans after she put one scoop on. She added another scoop after we both said I didn't want beans. Don't have someone whom doesn't speak English well taking orders or dealing with customers. Also, have your lunch ready at the time listed at the store it starts which is 10:30a. Let customers know when you are out of basic things like onion and cilantro. Be consistent on the amounts of rice, protein, and stuff that goes in the bowls and burritos. It shouldn't be overflowing one time, and half full the next time. You lost my business today. You also lost the business of my mom and step dad. It was beyond a piss poor experience. My mom was going to order after me, but decided against it when the lady put two scoops of beans on mine when that's not what I was asking for. It's not that hard. I hate it, because I like Qdoba so much better than Chipotle. However, we won't ever go back. It was absolutely that bad of an experience today. People need to get their act together in there. There were several employees there, so it was mind blowing that someone whom didn't understand English was the one helping customers. That's a management issue. I wouldn't even give them 1's on anything today. It'd be more like...

Ordered a pick up order and it was ready on time. The order was correct and packaged well. I needed to pick up an additional bag of chips and the cashier was quick to help me with that. I come here over E Washington location (because they are an absolute train wreck), but I may stop visiting Qdoba all together on the Eastern/Southeast side of town if these locations can't get it together with service and cleanliness.

While my ordering experience and food experience were fine, I am taking off stars for staff attitude and cleanliness of the store. I'm not sure who was in charge on Sunday, March 28 around 7pm, but if it was the young gentleman I think it was, he has a horrible leadership style. He was quickly getting overwhelmed with the dinner line that forned upon my arrival and began barking orders for people to be at specific stations and angrily questioning where people were at moments within him requesting they go to a station. Not only that, the young lady who was on the toppings station was consistently rolling her eyes and smirking at her coworker who was describing available meat choices to a vegan customer.

Additionally, the store was absolutely filthy. The handrails were sticky, the tea and soda area had tons of residue, and the glass dividers at the prep/cooking areas were absolutely disgusting. There is obviously days worth of dried on liquids, toppings, etc. And seeing the amount of filth on the glass dividers makes me wonder exactly what are the line persons doing to make such a mess. The prep area with cheese/lettuce/etc was absolutely filthy and disgusting. Caked on sauces, dried cheeses, the young lady doing prep that night just casually dipping her hands from one bucket to the next without checking to make sure she wasn't carrying over product. The lettuce was SOAKING wet, which is appalling. And, the putting on sauces 12 to 14 inches above a bowl or burrito -- I don't know if this is for show or a personal preference but this is likely what's causing the disgusting mess on...