Burrito Express — Restaurant in Rio Rancho

My overall experience with this place has been hit or miss since they’ve opened. Todays order was nothing different, I just decided to actually do something about it.

They gave me someone else’s order through the drive through. I didn’t check the order before I left. I should have, but I didn’t. I get home and my son points out that neither burrito is what he and his dad had ordered.

I call Burrito Express tell them I received the wrong order. They don’t want me returning the burritos because of COVID and to just come back and they’ll give me the correct order. I don’t live 5 minutes away from this place so for me to have to go back out again was super inconvenient for me.

I get there and am dealing with the manager. She’s confused as to why I didn’t bring the burritos back (because your employee told me not to). I reorder my burritos (again) and that’s it. I then suggest to her, since I had to take an additional 45 minutes out of my morning, waste my gas picking up breakfast two times in a row, I should be credited something for the inconvenience of there mistake.

We all make mistakes. Its how it’s dealt with that makes a difference. Sadly, the manager was extremely rude and condescending and said, “we don’t do that. We can make your burritos or you can get a refund.”

Wow!

Basically, Burrito Express doesn’t accommodate their customers for their mistake what so ever. Me being polite and saying “hey this was a huge inconvenience for me time and money wise. I appreciate you making the correct order but it doesn’t compensate my time” Her response while I was speaking was extremely rude. She just kept nodding her head and apologizing because she doesn’t do that. LoL I told her, “its not that you CAN’T it’s that you WON’T”

I asked for a refund. She gave it to me in cash even though I paid with my Mastercard which was weird to me.

This is the last straw with Burrito Express. The over priced eggs, cheese, Chile, and tortillas is not worth the disgusting customer service you receive.

I posted a picture of the order I received through the drive through which was a phone order for “Greg” and my receipt for the refund of my burritos. How you hand off a phone order through the drive through...

My pregnant wife went to through the drive thru ordered a steak combo burrito with green chili on the side. She checked bag and there was no green chili container on the side in the bag, so she checked the burrito and sure enough the chili was in the burrito. So she pulled around through the drive thru again I explained I asked for green chili on the side. She pull around and the manager is waiting with a bag she hands it to me closes the window I look in the bag and there is RED chili. manager came back after 2--3 minutes and says What? She told her she asked for green chili, not red, then the first girl who took her order came to the window and asked her what was problem! She then told her you your rude. She proceeded to curse at my wife in Spanish even though she is fair skinned she's able to speak Spanish. Not sure if the manager was her mother but all she could say was I'm so sorry I'm sorry and waved me bye! At that point she still had not received her green chili on the side so she just was starting to drive off after being called the b word in Spanish among other words when the lady flung the green chili sauce container all over her. She woman's name was Bianca or Lidia...... Basically not how you treat a pregnant woman. Was actions taken to the person? no. I called manager he said I'm sorry this happened she does this constantly. Moral of the story is don't go here for a comfortable experience. Ignorant people work here that feel privileged. Called asked for her specific name for a compliment I got two names fallowing up with is this anything Todo with yesterday. No further action was given not a name past those two people. Jun 15th at 1:02 pm. (No it has not been addressed. I was told I'd...

This used to be my go to burrito place but I will not be going back after today's experience. I called my order in from the parking lot and asked before I hung up how long the order would take and I was told 10 minutes so I waited in my car and went in to get my order after 10 minutes had gone by. When I came in I was told it would be right out. When I hadn't received my order within 15 minutes and saw other people coming in getting theirs I went up and asked if it was almost ready because it's almost been 30 minutes since I called the order in and the girl up front said they are working on it and they do not start the orders until the customer arrives so what's the point in pre ordering then? Had she told me that on the phone instead of saying it would be ready in 10 minutes then I would have let her know I was already there but instead she just said it would be ready in 10 minutes. When I took the order home I was missing my daughter's side of red chile. I called to let them know that they were handing out orders that were incorrect and missing items the girl offered to have me come back and pick up the Chile which I was not interested in doing I just wanted them to know of their inaccuracy so it does not happen to other people. I was told by the same girl oh you were the one that came up and asked and she told me the chile was missing because I wanted my order fast I guess 30 minutes is fast to her ............ I couldn't believe that she was arguing with me over the phone about their mistake and slow business. Because of her unprofessionalism I will be making Stripes up the street...