Cafe Rio Fresh Modern Mexican — Restaurant in Kent

2/14/2022 Worst experience ever. I placed my families order on Cafe Rio's Website so that it would be ready when my family member arrived. The pickup time on my emailed receipt was 6:50pm PST. When arriving the order was not ready. They said they would prepare it and handed it to my family member who drove it home. At home we discovered that they gave us another customers order I called the number on the receipt that routed me to customer service . I explained the situation and was blind transferred to the Kent location. The male individual who answered said he could not see my order in his system and I explained I had an order number and a receipt. We agreed that he would prepare my order and have it ready within 15 minutes I just would need to show my receipt when I arrived So back to the restaurant in the rain I drove 12 minutes across town. When I arrived I was shocked to see him chatting with his colleagues and the order was not made. He said he could not make it without seeing the receipt first . I said we agreed you would as I gave you my order confirmation number. I then showed my receipt and he said I don't know why we didn't receive this order bur we can't make it because it's not showing up in our computer. I said you told me if I drove back and showed you the receipt you would give me the order that has been charged to my account. He said we didn't charge it so the charge you are seeing you will have to call customer care or your bank to remove we are not going to give you free food. The audacity to state I was asking for a handout I asked him to call his manager he refused I asked him to call customer service he refused. I asked for a number that I could call that was available at that time because it was now going on almost 90 minutes he provided me with a bogus number a catering number. I then told him before leaving the least he could have done since he wasted my time would have been to be courteous as he was extremely rude as if I had done something wrong when it was a computer issue on the restaurants end. I returned to my car found the correct number to call and was told indeed for the past few hours it was a known issue that Website orders weren't all showing up and I should not have had an issue simply showing my receipt. I was placed on hold while customer care said they would tell the restaurant to make my order as it was paid for. Bit of course the call was mysteriously disconnected so I called right back now having to explain the situation to someone new. I said I was told I can't get a refund I can't get the food I ordered all of this now going on for 2 hours for $42.25. What kind of business does this? If I would have been a white male my food would have been made or money refunded. But I am not I am a Black Woman who on 2/14/2022 experienced pure and simple racism at this restaurant and will never return and will do everything in my power share this with all until at the least it...

I'm not surprised by the recent posts of 1 stars on Google reviews of Kent's Cafe Rio. Their service has gone down drastically and from my last visit, it sounds like employees on the floor hate their job, and management is ignoring their job of managing. They seem to have a new server there every time I visit now which isn't my problem, but it makes you wonder what happened to the last person. 🤔

I'm going to say this will be my last time supporting this location, and would rather eat elsewhere or at another Rio location if it truly is just this store that's lacking in every way.

First, the server told me their life story almost, which was sad to hear while we waited for a long time for our food to be made in line. The food was just subpar compared to pre pandemic with a few mistakes on what we had asked for. So the server had to apologize further which I wasn't complaining, it just wasn't what we had ordered and that's when the atmosphere became rather gloomy. It sounds like we weren't the only ones who had issues with their food being wrong and I didn't want to hassle them further if that meant we had to wait longer, so despite that I just accepted the food. Based off of the servers apologies, that they were overworked and understaffed, I didn't ask for an explanation but this is what I was told that night. We never saw the manager, never had anyone but the server themselves apologize. I've been to cheesecake factory where the wait was so long, the manager came out and personally apologized to us for how long our food took. I get it, Rio isn't a fancy place. But neither is cheesecake. It's a franchise that extends past WA state. And this is unacceptable to have this location fall so behind in the times and for apparently not hiring enough staff to stay open to serve for the entire day. Maybe shut down early if you are short staffed or dont overwork your team, because starting with a new crew can be worse and slows down business, coming from someone who used to work in the food industry.

Bottom line, I won't support a store who overworks their staff and doesn't seem to monitor what's happening in their own store, nor do I wish to eat at a seated diner if the food is going to take forever. It rubbed me the wrong way and I'm avoiding this place till things change and even then I don't know if I...

I am so furious about the ordering process at this place! I wanted a salad which is listed as $9.89 online with a quote "No, you're not dreaming Amigo." REALLY!?!? Mine cost $14.83 before tax and with all of the surprise extras. Even without extras it was going to be $11.29. Nice bait and switch.

I asked them to leave off tortilla, rice, and beans since they don't go on a salad. She asked what I wanted. Again, I said that I wanted a salad and she asked what meat. There wasn't any lettuce in the bowl. Who puts meat under the salad? Anyway, I asked for the steak and pointed to the grilled veggies, guacamole, sour cream, and dressing. I asked why I only received a very small scoop of guacamole. She said that the salad only comes with one scoop but if I had called it a fajita I would have received two scoops! I would have had similar ingredients! I could have thrown away the fajita parts.

My biggest surprise was the increased salad price (due to the online bait and switch- I’ll post a screen shot), the extra $1.95 for a couple scraps of vegetables, and an extra charge to have the correct amount of dressing ($1.00). Maybe the items you can see through the glass should be marked as extra. Wait, then I wouldn’t have had a salad. I’m surprised I wasn’t charged extra for the to go bag and lid for the salad.

I'm leaving two stars because I liked the flavor...