Torchy's Tacos — Restaurant in Lakeway

Last time I visited Lakeway store with my friend and his son, they brought their food and never brought mine. I went to the bar to check on mine as they were finishing and he said it’s on the way. I left without food and didn’t waste time waiting for a refund. Tonight I ordered online. I picked the Lakeway store from the drop down menu, placed order and paid and it said to pick up at slaughter store. I called that store and they refunded me. I placed another order by zip code and it said it would be ready at 7:40. Got there at 7:40, saw a cute girl waiting and she obviously talked to the bartender. He made sure to get her order. Now I’m a middle aged man, so I saw another guy come in and the bartender told him he’d have to talk to someone that came out of the kitchen. So I went and stood in front of the kitchen and asked someone at 8 where my order was. He checked and said it’d be right out. In the mean time someone came in and wanted a TV changed to the Michigan game. The bartender said we don’t have that channel. They said it’s network TV. So he brought up the menu and sure enough it was on so he ran around to the other side of the bar and changed that one too because everyone wanted to watch it. My food finally came out at 8:10, so I stood there for 30 minutes. I probably would have sat there until they closed if I didn’t take initiative. No manager in sight. Only the bartender, 2 food runners and kitchen staff. I know the service industry is hard right now, but how can you manage if you aren’t out on the floor? I owned, managed, waited tables, cooked and bartended for 20+ years. A name is only going to go so far. Probably why it was dead during prime dinner time on a Saturday night. Very disappointed. I did call and speak to a manager. He got my story but obviously cared less. Too bad because I used to go there weekly. Won’t be going there much...

Torchy's you dropped the ball big time!! Lose our order, had to ask 2 different people to check on our food. First one says sure them me see what's going on. Decides not to come back and let us know what's going on. 15 minutes later ask manager to check on our food says sure. Another 10 minutes go by, I walk inside and see him walk out of the kitchen asks if this is our order and if we received our queso. I let him know that this is our ticket and that we did get the queso but still no tacos, says ok we will get it done. 20 more minutes go by and he decides to walk outside, with no food in hands, and asks if I have the receipt. The one time I tell the cashier that I don't need it and try and conserve on paper. Didn't matter as he didn't even make the food the chit that he found in the kitchen. He said that the buzzer number was not registered. Not the best recovery. Just make the food!!! I have been in the hospitality business for over 30 years take care of the guest!! I asked to credit my card as we had been there for over an hour. I didn't think it would take an additional 15 minutes to do this, but low and behold it did. Get it all fixed, then he says "Let me get you some cards so you can come back and have tacos on us. Another 5 plus minutes he comes walking out of kitchen with a piece of paper saying that I don't have any, do you mind writing you address down. My response, thanks but no thanks. There is a reason that we don't go to the Lakeway Torchy's anymore. The service is horrible and the management needs to work on there delivery and...

I ordered a large group order for an office luncheon and first, I'll mention the great things done well. 1. Each order had the individual receipt and separately bagged, much easier to distribute that way. 2. Any drinks that were ordered in the group order had a sticker telling you to GET THE DRINK lol. 3. Our large group order had zero mistakes! I'll end with the things I felt could have been better especially when ordering a large order, spending a large amount of money, and tipping a nice tip for the person setting up the order. 1. All the bags were separated and no larger bag to carry it all together and not one person offered to help me carry everything out, so I had to make 3 trips from the patio exit to my parking space at the end of the lot. 2. The drinks were not already organized to pickup, I had to go back through the order and find the drinks each person ordered to ask for them at the front. 3. After collecting the drinks... I was given a plastic bag and told "here you go" while they walked off to help the next person. One plastic bag to hold multiple glass bottled drinks and I had to open the bag and get them in there myself (I would also like to add that we not given many napkins so I had to utilize the paper towels in my car lol). I worked in the restaurant industry for many years and understand being busy (which it was not at this time), but customer service goes a long way for me. For that alone, we may not order a large lunch here again, but I will still be coming for my own orders because......