Brito's Burrito — Restaurant in Monticello

Update 2/25/24-After speaking to the owner, Jhony, about the situation, he was extremely apologetic. He also offered to make things right by giving us a discount on our next visit, which we received today. Thanks Brito's, for having delicious food, and after a less than ideal experience, for making things right. We will definitely be back!

1/27/24-The other two times I have been to Brito's Burrito in Monticello were great. However, today garnered some major disappointments. First, I placed an order for my family online (at around 3pm) for pickup at 4:45pm.

When arriving at Brito's at 4:46pm to pick up the order, it was not in the warmer, so we inquired and were told it would be 2 minutes. We quickly discovered that despite placing the order earlier in the day for a specific pickup time, it was not completed.

The employees swiftly went to work, fulfilling our order, but due to the amount of food ordered (6 items-3 bowls, 2 burritos, and 1 quesadilla), it took longer than 2 minutes (it was, in fact, around 15 minutes). When given the order, we inquired about receiving some chips & queso, chips & salsa, a discount for next time, etc. for the delay and inconvenience, and were told no. There was also no apology for the order not being ready or even a thank you for waiting.

Upon bringing the order home to enjoy, we discovered that 2 of our items were incomplete (no lettuce) and all 3 of the bowls were rather skimpy (very little meat, rice, toppings, etc.) in comparison to the burritos.

I understand things happen, but am still frustrated that there was no attempt to remedy the delay, nor apology. I would like to give Brito's another chance, but it...

Monticello Britos…. Me and my husband LOVE YOU! This is the best restaurant ever and I mean that. They have mastered the flavors, they are so consistent every time. I never have to worry about getting a “bad meal” from Britos, because I know it’s gonna hit every single time!! We do not go to chipotle or pancheros whatsoever anymore.. Britos exceeds ALL of my expectations. I couldn’t be more happy to have discovered them! Let’s talk about that hygiene, WOW!! This place is CLEAN! Their line is gorgeous every single time. There’s never food scattered everywhere, no gross cross contamination like chipotle. I am lactose intolerant and I can trust that there isn’t gonna be shredded cheese in my guac here! So yeah, extremely extremely clean, I always feel safe and happy eating their food. I love all the fresh, delicious ingredients. This is fast food that will actually make you feel healthy and full. Now, the staff is amazing! Every single man and woman I’ve seen working here has just been so great. Wonderful service all around, they are efficient, they care about how your meal looks, they listen to customers. They are truly so kind and we like to tip them. I spoke to a man today on 9/12 around 2:45 working there, and he was so personable and nice! He told me about how all the staff members work hard to keep their consistency and cleanliness in the restaurant! I tell everyone I know about this place because to me it’s such a hidden gem. And their prices are perfect. Ain’t nobody doing it like...

You know...I really loved this place until meeting the owner, who tried to upcharge me for...well...for multiple things. His customer monitor/screen shows "2oz" as being the max serving size for extras (such as mango/salsa/etc) without an upcharge...but how do they serve all of these extra items? With a SCOOP. How much weight does each scoop weigh? I had no idea...until he told me. I told him he should change his wording from "2oz" to "1 scoop", on the screen that customers see...since literally every single customer who comes in does not have a scale but can see the scoop! In other words, communicate in terms (or, in this case, units) your customers clearly understand. Everyone would understand more than "one scoop" equals an upcharge...if that's how it was actually worded. The owner debated this with me for several minutes, then became frustrated...as though I was the problem...and tried to refund the money for my entire order (which I did not allow, as that was not what I wanted). He treated me as though I was stupid, which I most certainly am not. I have been going to this place for about 3 years and never before has this occurred. After this experience, I won't be going back. I don't want to continue to patronize an establishment owned by someone who is SO argumentative, insulting and resistant to listening to a customer's suggestion. There are other burritos out there...and I will find...