El Famous Burrito Naperville — Restaurant in Naperville

HAIR IN THE FOOD. MADE US RETURN THE PARTIALLY EATEN FOOD AND DIG FOR THE HAIR IN FRONT OF EVERYONE IN THE RESTAURANT.

Unsanitary doesn’t even begin to describe it. We purchased food from El Famous in Naperville this afternoon. Unfortunately, as we were eating, we found hair in the food. GROSS. We immediately called El Famous and were told we had to bring the food back in order to be refunded. Obviously, it was pretty inconvenient for us to have to drive all the way back, but we did so.

We arrived at El Famous to return the food and were actually asked to open up the partially eaten food and show them the hair. I kid you not. They asked us to open up the partially eaten food to show them the hair in front of a dining room with customers eating. Not only was this a bit humiliating, but also nauseating. I really didn’t want to have to look at the disgusting hair in the partially eaten food again as a reminder of the whole ordeal, but did my best to oblige until I started to feel physically sick from searching the soggy, spit-filled food for the hair.

The employees actually took our partially eaten food and started to look through it without gloves or anything. One of them actually went behind the counter to get a fork to better shift through the partially eaten food to find the hair. While she was away. The remaining employee began giving us major attitude and saying that she didn’t see any hair. I explained to her that we come in somewhat frequently and would have no reason to all of a sudden lie about hair being in the food. She continued with the attitude to the point that I asked her to leave and just let the other employee handle the situation - which, thankfully, she obliged.

The other employee returned and actually made me shift through the partially eaten food with a fork to identify the hair. SO GROSS. She also began to get an attitude when I found the huge hair and asked her if she finally saw it. She then took the partially eaten hair filled food to the back to show the other employee and the cooks -again, ALL of them handling our partially eaten food with no gloves (and her nose hanging out of her mask). One of the cooks admitted it was his hair. I didn’t observe any of them wash their hands before resuming working on other orders after handling our partially eaten hair filled food. They did, however, find time to turn the radio off just to make sure the other patrons in the back of the establishment could hear them being rude to us. This would be GROSS during normal times and is especially DISGUSTING considering the fact we are still in a global pandemic. Taking 10 seconds to put on gloves and wash their hands after touching partially eaten hairy food doesn’t seem like a big ask. No apologies, just told it was “policy”.

I don’t know what type of backward “policy” would invite customers who found hair in their food to come back into the dining room, open their partially eaten food, and fork through it to find said hair in front of a room full of other customers who are eating at your establishment. As if finding hair in your meal was not gross enough, please come in so we can be rude to you and also make you dig through the meal to find the hair in full view of other patrons. It seems a bit counterintuitive. Had I been one of the patrons watching this display, I certainly wouldn’t come back. But hey, if that’s your policy, so be it. Policy or not, it doesn’t excuse being rude, not bothering to offer any type of apology, and not bothering to appropriately do your part to make the dining experience as sanitary as possible for patrons.

It was all just majorly disgusting and a really telling as to how little they value their patrons. If they were willing to be so openly gross and unsanitary in a room full of people, who knows what is actually going on in the parts of the restaurant that are not as clearly visible. Goes without saying that we won’t go back there. There are plenty of other burrito restaurants in the area. Save yourself the nausea and try one of...

Their food is consistently good, the customer service is another story. Online their hours show they close at 10:30 pm. I called in today around 9:40 pm for a pick up order. They said it would be about 10 minutes (it's about a 15-20 min drive depending on traffic). Once I hung up I realized they didn't even take my name. I showed up at 10:05 pm, see the cashier woman and the cook inside but they are completely ignoring me. I checked their hours of operation on their door & some of the days had taped on, hand written hours and for Monday's it showed they close at 10 pm. So even though I called in my order and they saw me at the door just a few minutes after "close" they pretended like I wasn't even there. Maybe whoever is in charge can update their hours online and if anyone calls in an order 20 minutes before you close you should let the customer know. I worked over 10 years in customer service related jobs and it has always been the professional thing to do if you're expecting a customer to come in so close to closing time. Based on other reviews it looks like it's common practice for them to decide when they want to stop serving customers without actually caring about their customers. One review says they even flipped the customers off. Nice business practice! Fortunately there are plenty of other Mexican restaurants because I won't be coming back to this one again.

Update 11/2019: Took away a star. Walked in for a to go order. They were training a new cashier I'm assuming because not only did he completely mess up the order of the guy in front of me, but they messed up my order as well (and then as a courtesy said they were throwing in two extra tacos, which ended up being the ones they messed up and had all kinds of toppings I didn't want). I waited almost 30 minutes because the errors in both mine and the other guy's order. And to top it off, by the time I got home my tacos were all cold because they didn't securely wrap them in the foil (it was apparent they had checked the tacos to ensure they were correct and then just didn't close them back...

If I could rate no stars I would but I don’t get that option sadly El famous burrito was very disappointing I ordered a burrito with extra cheese and extra sour cream only which I was charged extra for for the sour cream and for the cheese and on the burrito there was lettuce and tomatoes and barely any sour cream and cheese in fact most of it was lettuce like they were trying to distract me from the fact that there was barely any meat or of the other stuff that they charged me extra for My tacos were supposed to be on flour tortillas and they also we’re only supposed to have cheese and sour cream on them and that was not the case they were on corn tortillas and they were loaded with things I did not order and then I had ordered two bottles of soda that they did not include in the to go bag but conveniently charged me for After picking up the order my husband dropped me off home and went to work a night shift no one ate the food so by The 2nd day I threw it away out because it was making my house smell I tried calling 3 times over 2 days and no one would answer the phone So by the third day I went to go and get my money back with photo proof the order was made wrong the call log on my phone showing I tried to call them three times with no luck and the receipt fully stating the whole order and they were very rude saying they cannot replace the meal because I had not brought in the meals so they wanted me to keep the food for 3 days after they wouldn’t answer the phone and not help at all not replace anything and I had proof that I tried getting in touch with them and that all of the food was wrong overall it was a very big waste of money and they...