Rosa's Café & Tortilla Factory — Restaurant in Lubbock

Had two orders to make at this location, we had our friends in front of us to make their order and put it in our tab. When we got to the window the Mexican lady working it was very rude. We asked for hot sauce and she was going to make us go all the way around with 20 car wait. Instead of just charging us then and giving it to us. She got very rude with us so did the manager. Due to covid virus we could not go inside and pay or get the hot sauce. Manager of the store came out to talk to us, was very disrespectful and still could not just solve a simple problem. We spend a lot money here and use this location a lot. Very disappointed in the customer service there and how it was all handled. Not once did the manager ask how he could fix the situation or the problem, was sticking up for the co-work at the window. I really hope upper management and the CEO’s see this. As me working in customer service 14 years and 4 years of management was very disappointed in how it was...

I ordered a beef fajita plate (along with several other items) through the drive thru. When I got home, the fajita plate did not have tortillas, cheese, sour cream, guacamole, etc. I called up there and spoke to manager Pedro.

He said he could give me the missing items if I drove back up there, but it was already 9:30PM so I asked if he could just replace the plate on Monday. He said no. If I had been able to make it to the restaurant before they closed in order to get the items, then all of the food would have been cold by the time I got back home.

He didn't care. He said since I was just missing "some tortillas and cheese and stuff" that he couldn't replace the meal even though those are all important components of the meal. Who wants just a plate of meat?!

I usually order family meals from there every month and order food from there regularly. but I will be taking my business elsewhere from now on. There are plenty of other Rosa's to choose...

My husband and I eat at the Rosa’s Cafe, on 13011 Indiana Ave, twice a week, because my diet is very limited and I can eat a specific meal there. Going inside the restaurant is wonderful and the food is prepared very nice. Today I went through the drive-up and got home to find my order was not correct and the food was not appealing. I made the trip back to the restaurant and spoke with the manager and showed her the meal and pointed out the error. The manager was very gracious and apologetic. My meal was quickly fixed and I was on my way. I have given this restaurant (5) stars because when it’s great, it is awesome! When there was an error, it was quickly fixed and I was respected, listened to, and felt that I was a valued customer. I also want to put in a special (5) stars for the the awesome lady that runs the front register. Always a wonderful smile. ...