Torchy's Tacos — Restaurant in Round Rock

**update: I originally rated 1 star with the following review. However I’ve added a star purely because of the customer service response I received from the acting manager. He made me feel heard and he tried his best to make up for the subpar experience.

We had torchys for the first time the other day at a different location and every part of it was fantastic. We stopped by this location today on our way out just to try the desserts we hadn’t had room for before. The place was crazy but it was just after 1pm so understandable. The line went fairly quickly, we ordered the churros and the lil nookies (cookie dough bites) to go and figured it would be pretty quick. After 20 mins of waiting for the buzzer I went up and asked about my order saying we had just basically ordered churros to go but it was taking awhile. The 1 star (Vs 0) goes to the girl for checking quickly. However she could’ve come across less annoyed that I was just trying to figure out what was going on. She came back shortly with the churros and said just churros right? So I realised they must’ve lost my order. I apologised and said we did have 3 nookies no cherries and I thanked her. She came back with them and I thanked her again and we left. Got to the car, the churros were overcooked and hardly had any cinnamon. Worst churros ever, would’ve preferred the $1 Taco Bell ones that used to exist. The nookies which were meant to be “layered with powdered sugar” had like 5 dust specs on each one. The outside Crust was absolutely awful. We even tasted what seemed like garlic. We ended up throwing away the churros and only eating the middle of the nookies because you can’t mess up outsourced cookie dough. $9.50 for a 25 min wait, attitude, and garbage. I can only assume it’s...

The food was ok, but eggs weren't cooked all the way. Staff members weren't too happy about getting a bigger order although nobody else was in line. They don't seem to care about what they do or their customers. Place was pretty clean for the most part. Not my best experience, but hopefully they can fix some of the issues at hand. What to really put the cherry on top of the situation is this. My friend lost his phone at this establishment yesterday and I called to see if the phone was there. A woman answers and says to give her a sec. I was put on hold for about 3 minutes and a voice comes back, but this time it's a man. His introduction was the same as the last person. I asked if he could check to see if the phone was there. He put me on hold for the same amount of time and was pretty frustrated with me. I get an answer back from the other lady with the same introduction. I'm really upset at this point and asked if the phone was there. The lady says we don't have one and hangs up with an attitude. My boss also called and the same lady said it was not there. So, today we actually go down there to see if the phone was there. Immediately the same lady says "Are you the ones that called about the phone?" My friend says yes and she responds with "I think we have it" She goes out the kitchen and says "we don't have it" "Just kidding" Let me check. Proceeds to talk with employees and comes back to ask what color is it. We say and then finally goes to the office to come out with it. If it takes this long of a hassle to get your own phone don't expect your food to have any quality or effort put into it. Definitely not going back and I hope you choose the right...

I had to give it 2 stars because the food was delicious as usual. However, the rest of the experience was bad. There was no one working the register at all when we got there. Another lady was waiting to pick up her to-go order, and the girl that eventually came to the register did not acknowledge the other lady at all. We had to tell the cashier to help that lady first. The cashier was rude and made it very obvious that she didn’t want to be there and didn’t want to take our order. While my husband was still paying, I went to get my drink only to discover that both ice machines were out of ice. I walked back to the cashier and asked about it, and she said, “yeah, we don’t have any ice. It’s broken.” Even though directly behind her was the bar, serving alcoholic drinks with PLENTY of ice in them. She didn’t offer to put ice in my cup or apologize. So, I went back to the machine to get a fountain drink, only to discover that both choices I tried were also out of syrup. Rather than bother the rude cashier again, I gave up on getting a cold soda and threw my cup away. Our food came rather quickly and was delicious as always. I looked around the dining area while we ate and took note of how many martini shakers and margaritas I saw FULL of ice. I suppose I could have made a complaint, but I honestly didn’t want to deal with the rude cashier again. For the record, we went to this particular Torchy’s after we had to leave another Torchy’s nearby because the cashier told is that they were short-staffed and the food would take 50 minutes to get. I hope today was just an...