Cafe Rio Fresh Modern Mexican — Restaurant in Irvine

Made an online order for pickup at 5:15. I picked it up and got home with not only the wrong order, but the salad was missing its dressing. I called back, got put on hold, then a younger girl answers. I ask if she is the manager and she said no, that the manager asked her to take my complaint, rather than do it himself. She said that she would "leave a note" and took my number so that they could give me the right order for free.

I went back in to get the food that they owed me and was told that they could not do anything for me because they did not have my information. This was AFTER they made my food which was supposed to be free. I explained the situation before even making the order, they made my food, and then couldn't find the info that the girl supposedly took from me.

I walked out the door, as I was not going to pay for the "free" food that I was promised. The woman behind me thought that I was not able to pay, so bought the food for me when I left and then brought it outside to me. How embarrassing for me, but nice of the woman. Nice work, Cafe Rio. You manage to squeeze money out of people while not actually doing the job you are paid to do. The staff was apologetic, but the manager was nowhere to be found and this should not have turned into the situation that it turned into. This is NOT the first poor experience I have had with Cafe Rio, but my other experiences are at other stores, so I won't get into it. I will NEVER step foot in...

UPDATED: Give me a a minute to tell a story. I've went to this Cafe Rio dozens of times, and up to a couple months ago, it was a disaster! But then, something magical happened. I walked in, and I treated with the utmost care, respect, and experience. I don't know what the management did, but it worked. Now, this Cafe Rio is exceptional. I fully recommending going to this location, and I publicly express my thanks to this management. Well done!

Update: Ahhhh, but I though things would change for good. But no, they are back to their old ways. The staff was unfortunately slow, food was literally being dropped on the floor, and it took me 45 minutes to get a couple of sides. The app was not working, although they advertised it throughout the entire place, and people were in unbelief at the unsatisfactory service. This needs to improve, again, for good. This location WILL CLOSE IF THIS SERVICE CONTINUES. Management, your employees did not seem guided. Do you have someone that needs to step up and take a leadership role?

Update #3: But their pickup is...

Placed my online order - got to the door at 9:01pm and it was locked! Online store hours say open until 10pm. Someone came To the door and said all orders were cancelled if they weren’t picked up by 9pm. I explained that online says they are open until 10pm and he said “ we close at 9pm.” I said it’s 9:01And he said have a good night and shut the door. A week ago, I went in to pick up my online order at the time it was to be ready- I was told “they are still working on it.” As I sat and waited, I could see no one was working on anything. Several minutes later I saw someone pick up a few order tickets from the counter and pass them to the workers at the prep area. Then it was another 10 min to get my order. The food is good but this is very bad customer service! And each time in the past I would tip $20 for 1 or 2 items. Cafe Rio is going...