Cafe Rio Fresh Modern Mexican — Restaurant in Mesquite

I've been a long time customer of Cafe Rio... probably 15+ years or so. In Vegas, I've always been satisfied with both food and customer service.

I will NEVER give another dollar to any Cafe Rio after our experience today in Mesquite. It was busy. Very busy. So at 12:30p after standing in line, I opened my Cafe Rio app and placed my order. It said our order would be ready by 12:50.

Since we were already inside, I stood by the register waiting for our food. At 12:50, I notice that nobody was preparing our food, so I ask the cashier if our food will be ready soon. He points to a lady by the griddle and says the manager is putting our order together.

10 minutes later, I notice that the manager isn't putting our order together... she's helping the customers in line.

Now I'm annoyed. I ask when she'll finish our order, and the manager points to the people in line and says she has to serve them first. Wait... what?! It's 1:00 pm at this point and she's not going to help us until the line dies down? We're getting penalized for ordering online and paying in advance?!

The kicker was when the manager started yelling at me. Lol. She never came over to me to discuss or calm me down. From across the kitchen, in front of other customers, she’s yelling at me telling me to wait while she helps the folks in line. Even though our food looked like it would be ready soon, I wasn't about to give a dime to this business. I asked for a refund.

Our friends were so disgusted by the customer service we received that she gave our boys her lunch. How do you trust this restaurant with a manager who lacks the ability to manage her emotions or temper?? An eye to eye apology would’ve gone a long way. A little bit of effort showing that she was working our our order would’ve gone a long way.

Sorry Cafe Rio. You should slow down on expansion and re-focus on customer...

We love Cafe Rio, but this Cafe Rio is severely mismanaged and we will never go there again. On Saturday 11/28/20 at 5:30 pm, my wife and I (regrettably and mistakenly) stood in line for at least 50 min with only about 10 people in front of us. We received our order at 6:36 pm. The people in line were completely ignored while only pickup orders were prepared. We hung in there (thinking things would get better and since we had already invested so much time) while we saw person after person get served from the pickup line while the in store line did not move at all until after about 30 minutes. It was obvious that no orders for the people in line were being processed. We received no explanation or apology for being totally ignored. Over this time period, approximately 30 people did the right thing and eventually left. We advised a group of about 10 that we had already been there about 45 minutes and that they should be prepared to wait at least that long. They immediately left as well. The actions of the staff under the manager were very unprofessional and quite rude to ignore the customers in line. In fact, they seemed completely indifferent and careless about the situation or even unaware that we were in line. For our part, we were extremely patient and didn’t say a thing although a few others complained. We should have left sooner but we gave the staff every opportunity to make it right, which they never did. The staff failed in almost every way which we reported in a review directly to the Cafe Rio website. I strongly recommend avoiding...

Walked in on time for scheduled p/u order. Order not even started. One rep helping a customer and the manager standing there at food prep. I was approached by Julitsa at the register while asking for my pu order and she asked the manager if the order was ready, he replied that it was being worked on. He then walked away - Julitsa walked over and started to prepare our order since it hadn't been started at all. Once the other rep was done with customer she walked away instead of helping Julitsa complete our order that was now 11 mins past the pu time. The manager was in the back talking to the dishwasher instead of helping to take care of me the customer standing there waiting for what is now a LATE order and no one else came to assist. That being said the Service was terrible. I rated it a 1 star because of that. Julitsa was a 5 STAR employee and took care of my order in full as quickly as she could. The food she prepared was awesome and she was awesome! Julitsa provided EXCELLENT customer service all on her own. Having a background in food service it has always been practice to take care of your customers as quickly and efficiently as possible. Late order (not even started at pu time) aside at best the manager and rep that finished with a customer should have seen what was needed to finish the order and get me out of there but that never happened. Terrible service and training needed.

Julitsa again - AWESOME! GREAT...