Guac Time Mexican Grill — Restaurant in New York

I didn't post this yesterday 2/24/23 and I never write these kinds of reviews, but unacceptable customer service merits one. For retail employees, it's more convenient to order delivery since sometimes we only get 30 minutes for a break.

Their customer service is not helpful, and if your order hasn't been delivered yet, you're on your own now even after ordering directly from their site. Upon calling them to let them know my food hadn't been delivered, they asked if I had ordered through Door Dash or their website? Which I said was their site. I informed them that the door dash link to track my delivery does not work.

I understand it's a third party they're using for delivery. However, this is my first time ordering here and I did not order through Door Dash, but through their website instead. Despite telling me they couldn't help, they canceled my order and still charged me $24.38 for a quesadilla I never received. In spite of my repeated attempts to get a refund, they ignored my calls because they knew it was me.

I would like to thank the manager for not answering my calls and for not refunding me $24.38 back. Customer service needs to be improved, and you should do your best...

Please don't go to the location on 6th Avenue. Despite ordering ahead and giving ample time to make my order my order was wrong. It clearly stated on the receipt what ingredients needed to go in but was never followed. I received a dry burrito filled with most rice and some chicken and Pico de galla. No guacamole, no salsa, or habinero sauce (again the sauce selected in the order was literally printed on the receipt) so I go up to the counter and let the nearest worker no my order was incorrect (literally opening the burrito on the counter showing them there was no sauce or guacamole) . She basically reviewed the reciept handed me tiny cups of the missing ingredients for me to fix my burrito myself. At this point I might as well be an employee if I have to put the ingredients I ask for in my burrito myself I should just be given a shift. Realistically speaking just go to an authentic family owned Mexican restaurant rather waste money here. The food will be better, the order will be correct and the price will...

For the past 3 orders that I have ordered from this establishment they have messed up my order in some type of way. The first order I ordered a bowl and they gave me a burrito the second time I ordered they forgot the salsa. I’m vegetarian and I have been ordering the impossible vegan, everytime I have ordered it came in ground because it was my first time ordering I didn’t not know what it was supposed to look like so when I ordered and it was ground I thought it was just seasoned well seeing as I typically make my impossible meat ground, my mistake, however when I order today for the third time the meet was completely different. I thought maybe they gave me wrong meat today after talking with someone there I found out I was not given the wrong meat and the past few time I ordered they have been given me meat this entire time. If you don’t have the meat I would rather you not have given me anything at all. Please train your team members better than that because this is a serious issue that’s needs...