Cafe Rio Fresh Modern Mexican — Restaurant in Millcreek

The food is great, and this review would be a 1 star if not for the food. I've had more awful customer service experiences at this location than any other Cafe Rio or establishment in general. At this point I'm frustrated at least twice a year. Either a lack of training or poor management, or both. Orders are never ready on time, and sometimes wrong.

Previous to my last visit, I had an order that was wrong, and when I told the team member at the pickup desk that it was incorrect, her response was, "what do you want me to do about it?" I was frankly caught off guard as I had never had anyone anywhere respond to a mistake made like that. I told I expected the order to be correct and I would gladly give the incorrect burrito back. More attitude from the team member, but at least I got my correct food.

My last visit was emblematic of the problems this location has. I had a curbside order for 6 PM. I showed up on time, no one was outside. The spots were hardly marked with traffic cones, and people were coming and going from them anyway. I waited 5 minutes and called. I was told someone would be out. I waited another 15 and called again. Told by someone else they were behind and someone would come out soon. Was about to call again after waiting 40 minutes! and just then the food was brought out to me, and a car who had pulled up about 5 minutes before hand. I don't know what made her order so special that she got it so fast, but I said thanks and left. When I got home, surprise surprise, the food was cold. Meaning it was ready for a long time beforehand.

Multiple cars around me came and left with their pickup order while I was waiting. I don't know how long my food was waiting. Could have I gone in too? Yes. But isn't the point of curbside pickup so I don't need to go inside your crazy busy restaurant with way too many people packed in with current COVID guidelines? The food is good, the service makes the experience disgusting.

After over a decade of spending money at Cafe Rio, including catering for company parties a couple times a year, this store finally broke me. I'll drive the extra 5 minutes to Costa Vida...

After weeks of listening to people rave about this location and it's food, finally had a chance to pay it a visit.

Upon arrival 2 hours before closing, was welcomed not by a greeting, but by staff laughing with each other as they were restocking the line. After standing there awkwardly for 5 minutes, was finally asked what we would like. The initial order we were informed "only had one left" so we ended up ordering Enchiladas (one pork barbacoa, one roast beef) and a steak burrito, enchilada style. Despite being unfamiliar with their sauce offerings, we're never given any assistance, just repeatedly asked "what sauce?). Once each person was done with us, we were moved ahead, to the point we had to ask cashier for side items (chips and guacamole) because servers on the line we're done with us, no matter if we were finished.

The food itself was pretty good, with the roast beef being the standout. It was moist and flavorful, so if we ever return, it will be the order. The pork barbacoa would be at home on a pulled pork BBQ sandwich, but has no place in Mexican food, as it is unlike any authentic barbacoa. It's far too sweet for this application, but I can only assume others like it despite all this. I wish I could speak at length about the steak, but what we got in the burrito was difficult to not only define a flavor, but to even identify as steak. The pieces we could find we're barely bigger than the beans. The rice and black beans were actually very nice. The best item of the night is the guacamole, which while not totally authentic was at least recognizable and tasty.

The 3 stars may not be the best this place can do, but is accurate at least for this visit. We may give it another...

I placed an online order for pickup. It was supposed to be ready at 9:50pm. When I arrived, nobody was working the pickup register, and it took a few minutes for anyone to help me. Then I was told that no one had even begun making my food. Supposedly someone began to make the whole two entrees in my order. I've seen people come in behind me, order through the line, and get their food already. A number of the staff appear to be working to get the restaurant closed - cleaning grills and whatnot. Some are chatting with their friends. Nobody appears to actually be running the shift - at least nobody who cares. I worked food service for a decade, so I understand being busy, I understand wanting to be out on time, but this experience has been absolutely ridiculous. It's now 10:15, 25 minutes after my order was supposed to be ready, and I'm finally leaving with my food. Something needs to be done about this, and I'm sure management would appreciate knowing about this. I was not the only person to have this experience.

Here's the response from the store: Hey Matthew, I wanted to apologize for the poor customer service from last night. Pick up closes early, orders still come in and they get made on the line, if the line is busy they hold up on the pick up orders and most of the times they wait until the person arrives. Managers are aware of how things get ran here. Once again I’m sorry. Next time you come say Joselyn said you can have one free meal

Me again: If management actually does think that this is a reasonable way to handle online orders, I'm shocked and disappointed. It's unfortunate, and we...