Filiberto's Mexican Food — Restaurant in Phoenix

So we ordered 4 orders of 3 rolled tacos, if you look at the menu it doesn't include guacamole in the description. My mom is allergic to onions and avocados, it gives her hives and rashes. So she travels all the way across town to visit me in the hospital and we sit down to eat, she opened it up and they all have guacamole. She calls this location (the was the one she bought from then drove across town) and explained the situation stating that on the item description, it doesn't describe what's on it. Every location we went to only comes with only cheese when you order an order of 3, you only get guacamole if you get an order of 5. When she called and explained the situation, the lady kept repeating "our location comes with quacamole" which isn't true because I personally have had to pay a surcharge for guacamole on my 3 rolled tacos. When my mom explain the situation to the lady on the phone, and during their conversation, the lady never apologized for the issue and repeated about 6 times I quote "our location comes with guacamole" that's all she kept repeating. My mom told her "I understand, you've explained that many times. But I ordered rolled tacos with cheese, not guacamole" verbatim, my mom always says cheese because she cannot eat guacamole. The lady said "oooh my god" and started laughing at my mom. The lady finally agreed to replace the food and when my mom asked for her name so she could go in and say "__" approved that we can have reorder for free for the misunderstanding. The lady then became degrading and said "you don't need my name im the manager.". This is horrible customer service, they treat them horribly and don't care about them, she now can't eat the food she paid for because it will cause her to have an allergic reaction and the manager as she claims. Laughed at her and kept repeating that, thats always what they do that on their orders of 3 rolled tacos. I've been going to this exact location for 10+ years and I've always had to pay an extra fee for guacamole on my 3 rolled tacos. So there's two options going on here. They're either lying or stealing. Because I had to always pay for guacamole on my order of three rolled tacos but never on my order of 5, but now they're saying they always did that. So they're either lying to her saying they always do it just so they don't have to take accountability for their actions or they are charging customers extra for something that's already included.

Horrible...

My experience was so bad I want to rate it a zero, but I can't. So, I give it a one. . So what happened? . Was visiting a patient at the hospital near by, the visitors of the patient wanted breakfast from here. So, two days ago I ordered 2 Country burritos add chorizo we also ordered 2 Horchatas. The Horchata was watered down, had no taste, and was just overall disappointing. I had also ordered the Horchata with easy I've (to avoid flavorless horchata!). I went back today because the patient wanted lunch. I made the order. I was with my mom (who was one of the visitors wanting breakfast at the beginning of this post) and she wanted to order for other family members. She ordered a country burrito add chorizo and they said they couldn't do it! Which as I said before, is what I ordered two days prior. The cashier had taken the order, the cooks had made the order but the manager came to tell us we owe $3.99. Confused we asked why, she explained they can't make the burrito the way we want (Country with Chorizo) so they couldn't give us the burrito but we still owed $3.99. We explained we had ordered the very burrito 2 days prior and the manager just kept saying "They shouldnt have done that, and they shouldnt have because they have a chorizo burrito on the menu" we tried to reason with her saying we didnt want the chorizo burrito (which has chorizo & potato) we wanted the Country burrito (which has egg, potato, cheese) and chorizo added to it. She kept cutting us off to say either "they can't do it" or "no". We explained the difference and her rebuttal was, "Some people think it's cheaper to do it that way but it's not" As I said, I ordered this 2 days ago and the cashier had offered to give me the chorizo add cheese. I did the math and it came out to be about the same price. I explained this to the manager and she insisted I was wrong. My mom said she'll pay extra and the manager kept saying no, they still can't do it. TERRIBLE Customer service. If you are craving Filibertos food, go to the one on 96th and Van Buren, you...

This one star review only pertains to an order of super nachos from a visit on 04/20/23 this was not the first time I was here it’s alway been a great experience and delicious food but again on this particular visit things changed the food was below subpar and the amount of food for $14 was not enough to say the least. I immediately did a circle around the drive thru to return my order and ask for a refund the manager was not present so I left my order and original receipt and took my business to another Filiberto’s when I returned the next day for my refund the Manager was very hostile about my complaint. She had her opinions and it’s fine but she basically called me a liar and acted as if I was making a fuss when I could have made a scene when I didn’t get my money back the night before all she had to do was give me the benefit of the doubt that maybe it was just this one time but no she wanted to argue and act as if I came in spitting insults. The manager has terrible customer service and is super defensive she clearly needs anger management counseling to deal with at home trama she had maybe being judged her whole life so she can’t take basic critique this review would not have even been posted had she been friendly and gave me my refund. I knew how to act as the complaining customer mostly because I’ve been a fast food manager and I know how to approach situations like this she clearly does not and needs further training in that aspect Filiberto’s please do better. (Manager told me her name was Marlene) Also to add she basically said that her Filibertos uses better ingredients then others and that’s why the portions there...