Torchy's Tacos — Restaurant in Rogers

I placed a to go order online over an hour ago. My husband went to pick it up and stood there for over half an hour. The bag with our order was sitting right there on the back counter and he was asked his name 3 different times by three different people. Nobody checked to see if it was ready or went to grab it. He finally gave up and walked out. It’s paid for, but now that it’s been sitting in a bag for over an hour with flies buzzing around it and he was given zero help for over 30 minutes, we don’t even really want the order anymore. I tried to call to just get a refund, but they don’t have a way to contact the restaurant and the home office you get forwarded to is closed on the weekends. $54 later with zero tacos, we won’t be ordering again. We LOVED Torchy’s back where we used to live and ate there probably once a week if not more, but we were really disappointed after the experience with them today. They really do have the best tacos, but this location has the worst service.

Edited to add- the online contact form isn’t phone friendly and the app just tells you to call the location- which you can’t. I drove back to get a refund and was able to get help with that right away. They were apologetic and nice. I may give it another shot, but definitely not during...

Torchys has changed, and not for the better. We have a lot of issues with this location. The main thing is that our tacos are ALWAYS wrong, 100% of the time. I'm not sure why, but it's every single time, no matter what we order. We went yesterday for my son's 18th birthday (it's always been his favorite food place). He just ordered 3 potato egg and cheese, trashy. He got 2 chorizo egg and cheese, and one that was some sort of chicken? How they consistently mess up our orders, I have no clue. On top of that, we were all pretty bummed that they took a few items off the menu, including nookies. I think we're pretty much done with torchys. What's weird is the service is always pretty good. It's just no one can make the correct items. We stopped doing to-go because of it, but even when eating inside, they still mess them up every time. Its bizarre. Pair that with the key items being removed (Republican was completely changed), we're just over them. Also, what someone else mentioned about the ice is still true. When we went yesterday, they had a really gross bucket full of water and a little bit of ice, and a slotted spoon, and thats what everyone was trying to scoop out of. Very gross and super unsanitary. Hopefully non of...

Reviews don’t mean anything but we do them for the sake of others. I’m Texan and this place originated in Texas and I support. I genuinely like Torchy’s, it’s texmex but in a pinch not bad . I’m from the border so we know Mexican food. Nonetheless, my wife and I went in yesterday for lunch. Everything was nice and the food was decent. The complaint I have is, nowadays the person at the front or whomever is showing you your electronic iPad bill says, “here’s a screen to ask you a few questions”. Yes, the screen on what percentage of tip I want to give. Yes, it’s kind of intrusive but the fact my wife and I have been in the service industry, we know what tips are like. Thats not the problem, the problem lays with what am I tipping for? I got my own drinks and refills and a young lady brought me my food, that’s it. There is no service whatsoever and even if there was, employees aren’t trained well in providing A SERVICE! Unless, you’re at a high end restaurant and even then they don’t train well and it’s usually added to your BILL! Nonsense!!!! Train your people well and provide a service, then maybe I’ll tip and I’ll decide how much! I can’t say I won’t return, lets be real, I will. But, tipping may be...