Guac Time Mexican Grill — Restaurant in New York

I really want to like this place. The food is really good and the price is reasonable. But every time I come here everything is so chaotic.

Take now for example. I made an online order and when the website told us that the food was ready I went to pick it up.

I walk in, expecting my order to be waiting maybe by the counter or in the back. I do see a couple of bags but also a lot of delivery drivers. “Fine,” I think. “They’re probably working on those orders. “Mine will be done soon.”

Bro…tell me why, two of the cooks are having a VERY heated discussion, like…taking TIME to argue. My guy is listing points, other dude is rolling his eyes, big sighing…it’s a mess.

It’s literally like a sad family. While the parents are fighting in the background, this sad skinny kid up front is the only one working, slowly finishing orders.

I write this as I stand in line. As I speak, I’ve been standing some 40 mins, they’d made up, they’ve finished other orders…I’d say it’s cause I’m Black but it’s Flatbush. EVERYONE’s Black. I’m disappointed. But...

Their food is always amazing. The problem is their customer service. On some days, their customer service is good... On other days... Not to much.

Today's customer service was the worst I had to deal with. First off, the workers were super slow. Second, they packaged it so badly. I ordered consume (Birria soup) and it spilled everywhere! By the time I got home, it broke the paper bag and everything fell!! $18 just fell right there.

I called the store and the same guy who poorly packaged my order answered. He said to come to the store, I asked if I do, will I be able to get my refund? He said come to the store or else he can't do anything and he cut the phone off. If you're going to tell me to drive back to the store, at least let me know nicely if you will be able to help me or not.

None of this would've happened if the worker was nice and packaged everything properly and swiftly.

Unless the store can contact me back about this mess, my rating...

Food is pretty good. Price is alright depending on what you get because the portion can be big. If you go in person they make your food better. THEY CANNOT WRAP A BURRITO TO SAVE THEIR LIVES. They overstuff it and then just make a mess trying to wrap it. They shove it in aluminum foil and hope for the best. You cannot hold it and eat it. Just give up and use a fork. Nachos are soggy because they sit at the bottom of all the toppings. Pro tip: Just order a burrito bowl without rice and get the chips on the side. The churro has caramel in the center and is pretty yummy. Counter will be a mess full of food but workers are just standing around while it’s slow. I work in a restaurant and it’s the rule that if there is nothing else to do, clean! Also, majority of reviews here are fake by friends/associates to boost ratings when they...