Rachael’s Restaurant & Tortilla Factory — Restaurant in Lubbock

Very saddened to have to write this review but the service we received today was horrible. I understand prices go up and I understand everywhere is short staffed....but that was no excuse. When we arrived it took at least 15 minutes for waitress to take our order...fine....once again short staffed so our waiter was all over the place. Then food came and one order was wrong...tots instead of fries...no big deal..mistakes are made. They cleared it up and brought French fries out. We ordered a burrito deluxe as we have at least 5 or 6 times. First 3 or 4 times it was great. Plenty of chili. Last week they scimped on the chili and my dad said it's ok...no worries. He ate it. But today there was literally a small spoon drop of chili but drowned in lettuce..so we asked for more chili. She brought it...we ate it and thanked her. When I went to pay we noticed we were charged for 2 sides of ranch...we only had one. So when I asked about it she said it was for the side of chili. I said that I didn't feel it was right because there was hardly any on it. She said they portion control and they put enough on it. I said no but she refused to make it right. Maybe making a fuss over $1 was unnecessary but the fact that they would rather lose a customer over $1 blows my mind. I said my parents eat here 3 or 4 times a week...but none of us will be back. And on Fridays me and several of our friends come in for Birria tacos...best in town....but that will no longer happen. She said...ok...bye. Before I had arrived my parents asked where one of the other waitresses had been because they hadn't seen her in and our waitress proceeded to say that she was out because of her knee but that she was on the line for losing her job. .Very...

We have never seen this place before and decided to pop in after church. The decor and paint looks good and the atmosphere was pleasant. You seat yourself which wouldn’t have been bad if the tables were cleaned. So we wait... not long and when we just sat down the waitress was prompt with wiping it down.

We ordered and the food came out really quickly and it was hot so bonus! That’s when it went down hill. We got our food and not one single time while eating did our waitress check on us. We ordered coffee and not one refill or even offer. About 20 minutes in we tried to politely make eye contact with our waitress so she knew she was needed. After 3 direct eye contacts and another 10 minutes she came to clear our plates. (Note I wasn’t finished I just wanted something to drink) but at this point I was over it and ready to just leave. We got our ticket and I went to the counter to pay...ANOTHER 10 minute wait to just do that.

It really was a shame that the service was so rough because the food was delicious. The pancakes were cooked to perfection with a hint of cinnamon. Maybe will try again but if service is same my family and I will not...

I really want to say good things about this restaurant but the whole experience was terrible. The menus are incorrect. It says on the menu it’s 5.99 for chips n queso with chorizo but on the ticket it was 8.99. For three people the ticket was over 70 dollars not to mention all the prices were not what was said on the menu. The food wasn’t good either. I got the Rachael’s breakfast plate or whatever it was called and the French toast was dry the ham tasted terrible and the hash was soggy. They also charged me for syrup (who does that?)The hostess was terrible too I had to ask her for a refill and I know it was an up charge for the drink I got but she went and lied and said they she wouldn’t charge for a refill for my mother because she gave her more ice than drink but on the ticket she charged me twice. I don’t understand why she had to lie. She was also chatting with other workers and wouldn’t acknowledge me that I needed something and her other coworker noticed me and helped me. Other than that it was a terrible experience and won’t be recommending others to this restaurant you get better food for a decent price at Dennys...