Surcheros Fresh Mex — Restaurant in Macon

This place sucks now. Went several times after it opened and it got progressively worse.

Used to be excited to go pick up Surcheros. The last time we went here, I just took the food back, because it was missing multiple toppings and the portions of what was there were garbage. Meat was the only thing close to a reasonable portion.

Best part was the inexperienced “shift lead” got kind of defensive and tried to argue that the portions were correct, making a remark about how he couldn’t help if I came before and somebody gave the wrong portions. LOL. I’ve worked food service for YEARS. CRUMBS of mushrooms are not an acceptable portion at any restaurant. I actually thought mushrooms were missing, but the shift leader “helpfully” pointed out that there were the tiniest slivers sprinkled throughout, so I guess that passes Surchero’s quality check. Not to mention missing MULTIPLE toppings. Had missing toppings multiple other experiences but never felt egregious enough to take it back. But this time so many were missing that we drove it back even after getting to our apartment. It was THAT bad. Really wish I would’ve taken a picture but I didn’t think the store was gonna be so difficult to work with. Seemed pretty obvious to me this wasn’t what we paid for, and the shift lead acknowledged stuff was missing - even if he tried to downplay it.

Shift lead offered to remake but I was so unimpressed with the quality/attitude I received I just asked for a refund. Like naw, save your mushroom sprinkles for somebody else. He apparently had to call the district manager to get a refund processed too? Crazy, cause again I’ve worked in food a long time and issuing a refund is something an actual shift leader should EASILY be able to do. Surprise - weeks later we STILL haven’t gotten a refund. This location can’t seem to get it together. Super disappointing because I liked this place a lot at first, but too many poor experiences have made this a...

First and last time there. Got in line ordered a burrito. Took about 20 minutes to get through the line but understood they were busy. Get tobthe cash register and the cashier ask if I had the quesidilla told her no burrito she walks over comes back ask again if I had the quesadilla and said no I had burrito again she walked over ask the the other lady something and ask me again if I had the quesadilla I said no burrito, again she goes back and talks to the other young lady then comes back and rings me up. Get my food and go to my table and I have a quesadilla. Go back to register told them I had the wrong item. The cashier goes and gets someone comes back and cashier says the manager I ask him 3 times and he kept saying he didn't have quesadilla but a burrito. I understand errors but then the manager says go ahead and go to the back of the line and cone rhrough again and I'll remake it. The line was longer now then when I hot in it originally so I know would have been at longer than 20 minutes this time I told her to just give me my money back. The person at the register next to me looks and says "I know she just didn't say what I think she said" I told him yes she told me to ho to the back of the line and come through again. I thought she could've at least not charged me for the tiny cup I got for my drink drink but she still charged me voided my burrito and charged me $2.69 for my drink. The cup was tiny looked like a Styrofoam cup. Maybe a 10 Oz cup. Everyone else had larger cups with stor logo on it my cup had no logo and was half the size. Even with a refill not worth $2.69. Was looking forward to eating there for the first time been wanting to try it but being 40 minutes from my house don't get that way very often.

Do not know why they say to contact them fid that and no one has...

I placed a drive thru pickup order a surcheros last week on 5/9/2024 and the customer service was terrible ! The past two times I have did this my queso is always missing from my bowl. The first time we drove back around to get it with no problem & most recently when we got our bowls we asked the associate at the window did she have our queso on top ? She told us yes so we proceeded to pull off just for us to check before we could leave from the parking lot & it wasn’t on there. Not to mention this is the same associate from the first time this happened ! So this time my mom & I went in and we were met with unfriendly attitudes & stares. We went up to the front to ask why were we told it was on there and it wasn’t? The cashier proceeded to tell us “ you have to pay extra “ . We showed her the ticket again and there it was as for a topping on 2 bowls! So she proceeded to just put the queso on there We also asked about the portion of the bowl which was less than usual & another associate ( who is believed to be the manager ) says it just comes in one size but there were baby scoops on each bowl for 32 dollars. As we were up there all of the workers took their time to stare & no one told us they were sorry for our inconvenience at all. I love the food at surcheros but I am really hoping their customer service will not be the death of them , because I am very disappointed in the...