QDOBA Mexican Eats — Restaurant in Lexington

Alright, so I have never written a review on a restaurant before as I’ve never deemed service so distasteful that I felt the need to deter the masses. However, in the year that I have frequented this location, on Palomar, I literally cannot recall ONCE that it was even average from a customer service standpoint.

First interaction: staff was incredibly rude and mid afternoon a “system was down” that didn’t allow them to do online pickups. This was odd as their Point of Sale system was up and running and the screen displaying online orders was still showing. I digress, they would shout this out to patrons walking in before even asking what they were there for. Again, this was mid afternoon maybe 3-4 o clock. The same guy (mind you spent the whole time making our food taking breaks between every action telling us about his tendency to have seizures when he gets stressed out) announced to the store that they were going to “close until the system is back u, even though they literally checked us out.

The next instance in question that made me realize that certain crews are running BS “outages” to get off work early was an evening order I was going to place. It was roughly 8:30pm and I was going to go get dinner. Time on internet said 10:00pm close. Awesome. I walked up and the normal entrance was blocked with the outdoor furniture. The online order entrance was open, so I walked in. They asked if I had an online order and I said “uh no? Are you all closing?” And someone AUDIBLY huffed and puffed out loud and said “I’ll get you down here but we’re literally closing up so”

That being said I started giving my order. Someone else walked in and they straight up said they were closing. One of the workers said “imma let the next person know a little something who comes in here” I kinda just looked at him like, huh, really now.

This final instance, today, my fiancée went to grab lunch and said it was the same scenario. Machines down, people huffing and puffing, the whole nine yards

Bottom line. I’m blown away that the same people that I encountered my first instance with are still there. Absolutely egregious ways to treat customers, and quite frankly if I was the owner of the establishment, I would be seeking out willing, ABLE, and ready to WORK members of the team. My first job in the workforce was at a fast food chain and there was a zero tolerance policy for disrespect to customers. Life is way too short to work such a straightforward simple job yet be so disrespectful to your customers AND your own company by SHAVING TIME OFF THE CLOCK TO LEAVE EARLY.

DO. NOT. GO. TO...

Stopped by this location last night to order food to-go. My husband and I were greeted by a very nice young blonde woman who filled out burrito bowls perfectly fine. She had to put vegetables on the grill for the customer in front of us, but still politely moved on to try and help us to keep the line moving instead of making us all wait for one order. The woman at the register was the total opposite. She was rude the entire encounter, barely made eye contact, huffed and puffed when we had questions and when she had to refresh the chip container when we asked for chips as well. The same cashier refused to look up my rewards account, give us a receipt, or tell us to have a nice evening like most places would after an exchange. She expressed how tired she was of working to her coworker, slow blinked in frustration, and then just walked away from us. At one point, the man behind us in line pointed out something that concerned the staff but they acted awkward about it and just didn't address it. I'm not sure if it was a bug, animal, or spill. They just kept working. I work in retail so I understand what its like to have a hard day and obviously be understaffed, but there was a minuscule amount of professionalism at this location last night that should be addressed...

There was a huge cockroach leg in my burrito bowl. They focus on incessant annoying chatter instead of cleaniness, the bathroom always dirty and dining room neglected. Lipstick stain on my bowl. Their queso comes frozen, not fresh. My cousin said they are training new people here to work at the new opening of the tiverton rd one that got burned down (and which re-opens in late april). But cousin also said orientation was awkward and inefficient, the manager Michele just stared at laptop entire time. Other Manager Faith and employee Lacey act like schoolyard bullies and gossip at work if they don't like you, real condescending and make you feel like trash. Lacey was put in charge of training, but she didn't actually train, she just stared holes into them and gossiped to other workers. How comfortable for new worker to be neglected AND stared at rather than being proactively trained? (sarcasm) I bet Lacey could win a staring contest. The only good employee is Dennis but that won't save this failing franchise. No wonder that guy burned down the Qdoba on Tiverton in Lexington. Karma called...