Cafe Rio Fresh Modern Mexican — Restaurant in Orem

I WILL NEVER DINE AT THE OREM CAFE RIO LOCATION AGAIN!

This Cafe Rio location (Orem) is an absolute mess. I have visited this location several times since they moved locations/remodeled and have walked away frustrated and angry each and every time.

Each time I have utilized their online ordering system to avoid going into the restaurant due to COVID-19, and each time, I end up having to go into the restaurant because no one would come out to offer any assistance while I was parked in the order pickup stalls. What's worse is there is a particular cashier, a younger female, who works the evenings that does not respect anyone's personal space or social distance. Even without a global pandemic, I have found her standing uncomfortably close to me multiple times while attempting to pickup my order. Another issue I have encountered while trying to pickup online orders is that while processing the online order, you are asked to select a pickup time, which to me seems like they would try to have your order ready by that selected time. This feature is however is completely worthless. Each time I have done this, upon arrival I was told by the cashier that they had not started prepping my order yet, which then took an additional 20-30 minutes for me to get my food.

Most recently, we placed an order and went to pick it up. Someone came out to ask what the name on the order was. After telling them, they walked back to the building, only to return to ask what the name on the order was. Like a broken record, they repeated this humiliating exchange at least 4 times before bring our order out 30 minutes late. All that for a chicken tostada and a couple quesadillas. An absolute joke of a time.

In addition to the horrible coordination and the complete lack of respect for their customer's time. Each time I have ordered from this location, one or more items I have received were made incorrectly, which is especially frustrating when you pay extra for ingredients that are omitted from your order. During one visit, I ordered a Tres Leches desert with strawberries and whipped cream. When I received the dish, it had neither the strawberries or the whipped creme. I asked the cashier if I could get the ingredients that I ordered and she told me that they had all been put away for the evening. The store was not scheduled to close for over an hour and a half, and they were incapable of grabbing some strawberries and a can of whipped cream from their refrigerator. Pure laziness.

On top of each of these frustrations, I have on multiple occasions filled out the survey that is provided on their receipts to express how I felt about my experience. In each survey, I requested that I be contacted by management (where is specifically asks if you would like to be contacted by management) in regards to my negative experience, and each time, I have heard NOTHING. It is clear that whoever is managing this location does not care about customer service or customer satisfaction. Anyone in charge of running this location should be absolutely embarrassed by how poorly this restaurant is being run. It is extremely frustrating that they have made no attempt to correct my issues. I WILL NEVER DINE AT THE OREM CAFE RIO LOCATION AGAIN! I will gladly drive a few extra minutes to the Provo location, where my order is prepared quickly and...

I got a $5 deal and it said it was valid for seven days not 168 hours. Nowhere in the email did it say it was to the hour, so on the seventh day when I went to use it, it was gone. I emailed them about the offer no longer showing. I got an auto reply saying please allow five days for a response. No response was given after over a month. I finally got a response after forwarding the email to a different email address they have and said they couldn’t give me the promotion. I don’t know why they had the first email listed and with an auto reply, when they never reply from it. I found a hair in my food, they said they’d refund me and after checking my account, it wasn’t a full refund. After months I decided to go back and try Cafe Rio again. I ordered online and you can choose your salad toppings AS WELL AS select ingredients on the side. Since the order confirmation, food label and receipts list BOTH the toppings on the salad and the side toppings, I would think you get BOTH. When I picked up my salad, there were no toppings on it. When I asked the employee about having no toppings on my salad, she just kept pointing at the side toppings I got. I pointed out that the top of my salad showed my salad toppings and the side toppings. I said I thought you could get both and asked her if it was actually just one or the other. She didn’t say anything. I said for example I should have tortilla strips on my salad and on the side. She just grabbed my salad, went to the back, put the tortilla strips on top and then handed it to me without saying anything. I didn’t want to do this for each topping I wanted on my salad, so I just accepted it. I didn’t think this was difficult to understand and didn’t know how else to break down a simple question. If it is one or the other, toppings on the salad or on the side and not both, it should be clarified. In the past with a survey code written on your receipt, you could get a free dessert. This time I was only offered a free drink or chips and salsa. I guess they changed it… Also, it’s really annoying they don’t give you enough dressing for your salad and you have to pay extra if you want dressing on the whole thing. Overall seems like a very cheap company, they’ll likely reply “we appreciate your feedback and discuss it with our team, we hope you’ll give us another chance”…etc. without making anything right. The food tastes good but they can’t seem to get much right. Edit: Took off another star since my review was...

My husband and I are cafe rio frequenters and have come to this location multiple times, but our experience tonight was too terrible to not speak up. The most frustrating part of our whole experience was getting incorrectly charged for our food. The cashier came across as quite inattentive and unexperienced. She asked very little questions about our order and after charging us I looked over our receipt and saw that she didn’t include the weekly deal discount. I mentioned this to her and she tried to tell me it wasn’t anything to worry about since it only made a couple of cents difference. However I explained that the amount didn’t matter because I didn’t want to be charged extra regardless. I asked her to refund us and charge us the correct amount and she agreed to but then after finishing the transaction she said she couldn’t refund us. So she charged us an extra $11 on top of what we already overpaid. I explained to her this is very unfair, because now I was charged incorrectly and for an extra dish I didn’t receive. She told me she couldn’t do anything about it. I asked her to grab someone who could and she looked clueless. Finally another worker came up and resolved the issue, but I was furious that she intended to double charge me for an item, with one of the prices being incorrect. Other than that frustrating experience, our service before then was plain awful—Specifically from one worker. After waiting for almost 10 minutes behind one group and finally getting our order going, we waited another 2 ish minutes while the worker stood there pretending not to see that we were waiting for her to add the toppings to our orders. Another worker had to bring the dishes in front of her for her to finally acknowledge us. At this point, she was not listening to my requests on toppings. She started throwing stuff on while disregarding my requests and when I told her I didn’t want all of the toppings she scoffed, “scraped it off” and then continued on. The food received a lower rating because my husband’s food was quite stale and dry—unlike the past times. The lady in line behind us turned to me and said “I’m not happy with them either right now,” as I was having the conversation with the cashier trying to get our refund. Needless to say, terrible service at this location. Very...