Velvet Taco — Restaurant in Norman

5/20/25 @11:25AM This is about Mr.JT

Me and my disable husband was doing a catering order for a third-party company. We arrive five minutes early. And the manager said we were too early and he will get to the order as soon as he finish taking care of the customers that were in the restaurant. We said OK and we waited. My husband went to the restroom and left his phone at the table with me. He came back out and called the company to let them know that the order was going to be a little late because they hadn’t started when we got there. And the company wanted to know how long would it be so they can let the client know. So my husband asked the manager JT how long would it be JT with the attitude very bad attitude. we’re working on it now still didn’t give us a time. My husband said how long five minutes 10 minutes. We’re working on it. It’ll be a few minutes. Very rude. that what Mr. JT said so my husband let the company know after everything was done and backed up. They really didn’t even let us know that it was ready. We had to ask then we have to get someone to sign for the order to let the company know that the order is all there and that we we’re taking the order Mr. JT very rudely said I’m not signing your phone. You went to the restroom. I’ll let Mr. JT know that my Husband left the phone out on the table with me while he went to the restroom. Mr. JT says I’m not signing it bye. Have a nice day Which we have to have someone to sign for it so we can get paid. I’m not signing it. I’m not signing. I’m not touching your phone. I’m not touching your phone and you have a nice day. I said we can go I will call corporate office and report Mr. JT. If that’s the way you talk to someone who has a disability. Trying to get his life back. After having a stroke and learning to talk and walk all over again. And Mr. JT did that to him.I will be writing into corporate office and report it to...

I’m writing to express ongoing frustration with the customer experience at your [Velvet Taco] location. I’ve encountered multiple issues with the management team that I believe warrant corporate attention.

Each time I visit, ordering my meal becomes an unnecessarily difficult process. I prefer to customize my bowl — for example, by adding extra protein or substituting guacamole with avocado cubes. While this has been allowed in the past, staff frequently complain about customers customizing orders, creating an uncomfortable and unwelcoming atmosphere.

Most recently, I attempted to add salmon to a Mexican Cali bowl — something I’ve done before without issue for a small upcharge. Instead, I was told I had to purchase a separate taco, have the meat removed, and then transferred to the bowl. Despite explaining that this is a common modification I’ve made in the past, the manager insisted on making the process overly complicated and repeated himself in a condescending manner.

This interaction, like many others at this location, felt unprofessional and unnecessarily combative. The managers come across as uncooperative and even hostile at times, which has turned what should be a simple dining experience into a frustrating ordeal.

I hope corporate leadership will take this feedback seriously and consider evaluating the training and customer service standards at this location. As a paying customer, I simply expect consistency, professionalism, and respect — all of which have been lacking in my visits.

Sincerely, [A...

I have ate here plenty and normally had great experience however two times I’ve ordered through the app and both times the order was canceled. I did not receive my food and I did not receive a refund. The third-party company that the app used was Uber Eats and whenever I contacted Uber Eats, they said that it was on velvet tacos end. Whenever this happened the first time I had an amazing experience with the girl who was the in at the time and she said that I would get refunded and I would get my points back so five business days later and I still hadn’t received the refund. I placed another Order for delivery and it got canceled so I called Velvet Taco again and I talked to the person who was the shift leader who was waiting on the manager to get in at 3pm and they would call me immediately. It is now 5pm and I have called back a couple times to no answer, while I had someone else call and they answered immediately. Even if it was just an answer to let me know they needed time I could most definitely understand that. The manager still never got on the call, but the “shift lead” was extremely rude and dismissive. I still haven’t gotten to talk to the manager and they said that I could just call the corporate number on the website. Very disheartening because my family eats here a ton and had great experiences up until this. I’m sure it would be great to just go in and eat or pick up yourself, but with the customer service that was received today I won’t be back...