Cafe Rio Fresh Modern Mexican — Restaurant in Riverdale

Last night was the worst experience I've had at cafe rio yet. The quality of the restaurant has gone downhill significantly over the last few years and that's very disappointing to me, as this was always one of my favorites. New to town, I was excited to go to a new location, as the one in Bountiful smells like they never clean their rags and the tables ALWAYS smell like wet rags and that aroma became so strong, I could no longer eat my food there and could only get take out. The rice is rarely cooked all of the way, and they took away punch cards for a point system on the receipt which is stupid, because not everyone keeps receipts like that. Finally, onto last night's experience: I called in an order with one burrito, one salad. Nothing crazy, no special requests. I was quoted 20 minutes, a little steep, but it's Saturday night, so I get it. I arrive at 8:20 and there are six people waiting for their takeout orders. I pay, sit down to wait, and notice three employees sitting around, and who are in and out smoking cigarettes. The back looks disgusting, food all over the floor, and after 20 minutes of sitting in there, a few of the ladies that have all been there before me start to realize how outrageous this is. There are about ten bags of take out next to the register, the cashier will only help the people in line as walk ins. It would have been faster for all of us who called in to go through the line which is ridiculous. One girl waiting, gets her food finally, only to realize it's covered in beans, after she specified that she's very allergic to them, and now has to wait all over again for them to remake her meal. At which point, another lady waiting begins to complain and is asking one of the three people clocking back in from their smoke break if any of the bags sitting on the counter are hers. She is ignored blatantly by all of them. Finally someone plucks the ladies bag out of the middle of the bags of food that have been sitting there since I came in, and she leaves. Then comes back in to talk to someone about this. Then I come up to ask, and had to stand there for five minutes next to her complaining to someone who is very rude and keeps asking her which days she's experienced this before she mentioned this wasn't the first time. I ask why that should matter, he explained so he can tell them which days to staff. I told him saturday night, for example, might be a good night. He ignores me, and tells her he doesn't work nights and none of this is his fault, all the while, someone who appears to be in charge comes out of the back, sees this happening, ignores it, takes a employee out into the dining room, comes up behind us, to get something from someone in the kitchen, still ignoring this crowd of furious customers, and disappears. I tell the cashier several times what the name on my order was, but each time I tell her, she either goes back over to the register to help people in the dine-in line, or looks down at food sitting on the counter and asks people behind me what the name on their order was. Finally, she finds mine sitting among the orders that have been there SINCE I'VE BEEN THERE. At which point it's 8:45. I am shocked by the worst customer service I've ever received. I've worked in the food industry, and customer service for my entire working life. Everything they could have failed at, they failed spectacularly, and when they had an opportunity to be polite about their incompetence, they just made it worse. I never complain about my food, or send it back, or take the time to write a review like this, after last night, I feel like I should. You have let me down for the last time. I will be going to Costa Vida...

I just had a very disappointing customer service experience at this restaurant. I arrived to the restaurant at approximately 9:35 p.m. Before going, I checked the website to confirm the restaurant is open until 10 p.m. As I walked in, I was greeted by a friendly female staff member who was cleaning the dining area (sweeping). I verbally confirmed with her the restaurant and dining area are open until 10. She confirmed they are. So far, so good. BUT THEN, I go to the "ORDER" counter. It's ALL downhill from there, customer-service-wise. There is one customer/possible delivery driver waiting at the cash register. I'm the only person standing in line to place an order. There are two staff members in the kitchen area directly in front of me. One male is stirring something in a pot. The other staff member, an older female, appeared to be cleaning a large white plastic object. Neither person acknowledged my presence. I believe it's likely both staff knew I was there. I KNOW the male was aware I was there. I stood at the counter for at least 2 minutes, perhaps more, feeling like an idiot, confused as to what to do. FINALLY, a man who was standing by the cash register acknowledged my presence and let me know he'd be with me shortly. He prepared my shredded chicken bowl per my selections. After he put a cover on the bowl, he placed it in a To-Go bag and told me he'd be with me shortly (or something to that effect). I said, "No problem." After waiting a minute for him to return to the register, I turned around to see him preparing another customer's order. I had time to think to myself, "What kind of jacked-up process is this? Why not take 30 seconds to ring me out and THEN help the next customer" when a female arrives from out of nowhere to cash me out. I guess the male who prepared my order doesn't have authorization to use the cash register???? When I thanked the woman after she cashed me out, her response to my, "Thank you" was, "Yeah." Yeah?????? What kind of response is that???? Folks, this ain''t rocket science. The service was so outrageously horrible (that is to say, practically non-existent) to almost be laughable. I assume the male and female who didn't acknowledge me don't speak English. Okay. Whatever. But given that they're in public-facing jobs, they should be trained to smile, give a pleasant greeting and let customers know someone will be with them right away. My poor customer service experience had NOTHING to do with being short staffed or overrun with other customers. There were AT LEAST six staff members present. I should have been in and out in no more than three minutes given that everything I requested for my order was already prepared. There was a woman who I assume was assigned to the drive-through window. At the time I was there, there were no drive-through customers. Best I could tell, she was leaning on the countertop near her station, looking at her cell phone. She certainly wasn't leaning forward, so to speak, to see if there was anything she could do to assist me or her fellow staff members. I normally don't bother with bad reviews. I just never go back. But, this "service" was so sub-par, I have to write this review. The saving grace to my experience was that my meal met expectations and the friendly staff member cleaning the dining area. As I left, she smiled warmly at me and told me, "Thank you." She needs to give all the staff members who were present this evening a primer on what basic...

I just wrote a review on the Layton location, that I would never go back to it and I didn't. Instead I chose the Riverdale Road location since I was visiting family up that way and agreed to pick up lunch. I ordered online at 11AM to pick up at 12:40. I arrived at 12:35 and I was very impressed with the layout of the store and the screen with the to go names listed. I didn't see mine but figured that was because I was 5 minutes early. At 12:40 I went up to the window and was ignored, still didn't see my name on the screen. After about 10 minutes more and watching others pick up there food, I finally caught the attention of the employee handing out orders. She asked for my name and looked at her screen and then asked if I was sure I ordered for this location. I handed her my cell phone with the email confirmation and pick up time. NOT ONCE did this employee apologize, NOT ONCE did she tell me what went wrong, NOT a SINGLE word. She said just said give me a few minutes (it was 20 minutes). No complimentary drink while I waited, nothing. But no apology I think is what got me. Anyway, I ordered pick up for 12:40 and didn't leave there until almost 1. I ordered the shredded chicken for two meals and none of the chicken was shredded it was actually large chunks, almost a half a chicken breast or something, fully in tact and grilled. Not that big of deal but for sure not the shredded chicken. Anyway maybe Cafe Rio in general just isn't a good place to choose anymore. Honestly had there been an apology I wouldn't be writing this, I just don't think people care anymore. I was never rude to this employee either but I may have had a scowl on my face. An apology for the mix up and comping one of the meals or the chips and salsa would have made sense too, along with an explanation would have prevented...