Cafe Rio Fresh Modern Mexican — Restaurant in Las Vegas

I would give zero stars if I could. I ordered two quesadillas online with a pickup time of 5:40pm. I arrived right on time and went to the counter. I stood there for 10 solid minutes being ignored. I actually looked at my phone so this is not an exaggeration. No one greeted me. No one acknowledged I was there. I watched as staff slowing moved about-zero sense of urgency. A woman in grey sweatpants (didn’t realize that was the new Cafe Rio dress standard for employees) was more interested in flirting with a customer and discussing who is better-Martin Luther King or Malcom X than working. This was a LENGTHY conversation. The next customer who was waiting behind to check out was so patient but you could tell he was baffled. Finally the lady in sweatpants finished her conversation. She asked me, “What’s your name?” I responded and she walked away. Zero explanation that they were behind. Zero attempt to provide any level of service. Zero eye contact. I stood there for at least another 5 minutes. Finally another employee asked if I had been helped. I told her not really and expressed that I was a bit confused that I had stood there being ignored for so long. I did this extremely nicely all things considered. I have worked in restaurants. I also understand staffing issues and the current environment. She then explained that they were behind. I went and sat at a table to wait. At 6:18 I finally went back to the counter. I noticed that there were multiple orders on the shelf but no one was calling out names. There were MANY people waiting 30+ minutes. Sure enough my food was just sitting there. I asked to speak with a manager. The girl in the grey sweatpants commented, “What’s the big deal? We’re behind!” I waited and waited. The Manager never came out. I had 38 minute wait for two quesadillas and horrible service that bordered on disrespectfully. That’s the big deal. Staff never apologized for the delay.

Please also note the last time I picked up from here they were also running late. However that time the girl at the counter greeted me immediately. She offered me a drink for while I waited. She was pleasant. She was trying. That goes a long way!

Here’s a thought. Maybe shut your online orders down if you can’t deliver. I would have been much better off going thru the line in store. If it’s a staffing issue, perhaps it’s time to reassess how you’re...

Let me start by saying my hometown is where the original Cafe Rio is and I have eaten there A LOT (I used to go once a week for a long time) and it is one of my favorite places to eat. I have enjoyed Cafe Rio in Utah, Idaho, Colorado, Wyoming and now Nevada. This location is the worst service I have ever encountered. The first time I came in, was about 8:00 PM on a week night and their was only 6 people or so in front of me. After 15 minutes and not one person in line moving, I walked out. The second time, again was a week night around 7:00 PM or so and the line was longer, I waited about the same amount of time with no movement and again left. On Monday (6/16/14) I was really craving a salad and was near this location, so I called in a pick-up order (thinking I wouldn't have to wait in line). I called at 4:50 and was told my food would be ready at 5:05. At 5:03 I walked in and payed and the young cashier told me my food would be right out. At about 5:08, another young lady asked me if I had been helped and I told her yes. At about 5:13 I asked the first lady if my food was ready and she said what did you have? So I told her (A pork salad with no pico and a tres leche) and she said "Oh yes, sorry just a minute". About 5:17 a third young lady walked up and asked if I had been helped, and I said "Yes, I am still waiting on my food that should have been ready almost 15 minutes ago" to which she said Okay and walked off. At 5:20 I asked the second lady who greeted me where my order was and she said "Do you have a receipt?" Which, I did since I had already paid. She walked my receipt over to the line and said "It will be about 5 minutes." I asked her why I was quoted 5:05 and she just said "I don't know", At 5:23 (almost 20 minutes after I was told) I got my salad. It had A TON of pico on it, I told the girl who brought me it I asked for no pico and she just shrugged. Then, my tres leche had no strawberries and I asked the girl who made it why and she said "Oh, I think we're out." Not once was a sorry for your wait or anything given to me. I will NEVER come back to this location. I couldn't even finish my salad because there was so much pico and onions on it and every bite I had to pick them off. The food was just as good as other locations I have visited but the service is ridiculous. I will...

My wife and I decided to stop here since we had to make a stop at Costco which is just in the same parking lot. I've been here many times through the years. But this location is by far the worst location I have ever been to. It's so improperly managed, and after looking at the reviews as I'm typing this review. I can see that management actually does not care. Usually negative reviews would make you think that they're going to do everything they can to fix the issues. Not true in these cases. First when walking in we took a while to order because we were trying to decide what we wanted.. They were not busy it was around 2:00 p.m. they didn't have any steak made as the person at the counter who was making our meal didn't actually know it was out until he looked. Really you come to work, and you don't know when you're out of something before a customer comes to the counter? That's usually bad management. All the employees who make food for the customers should be trained to make sure they have everything in order. Not wait till a customer comes up to the counter to then realize they are out of something. But I decided to wait for it to be made. My wife then ordered and they ran out of grilled vegetables. Really this too? They didn't have any of that made as well. Do I need to get a job here and actually tell the employees what needs to be made before a customer comes to the counter to order or do I need to train the management on how to train their employees? But while sitting and waiting for my steak to be made I noticed that none of the drinks except for the Horchata, was available. None of the other flavor drinks had anything available. Then finally someone came and got me and told me the steak was available, they asked me now what kind of tortilla do I want I said whole wheat. And they went and found out that they are out of whole wheat tortillas. I could not believe it. Literally almost everything I came here for to try and to eat they were out of or it was not readily available as it should. This is terrible management and terrible customer service. I decided not to actually order any food here after all this. My wife was the only one that ate. I will not be coming back here nor do I recommend it and if I ever even think about it. It definitely will not be this location. So terribly...