Torchy's Tacos — Restaurant in San Antonio

Our family has always been huge fans of Torchys, ever since we first tried it in Austin. So, when we saw a location opening near us, we were absolutely thrilled. We’ve been frequent customers, coming in regularly as a family of four and spending a fair amount each time—margaritas and queso are an absolute must with every visit. Unfortunately, after multiple disappointing visits, we can no longer ignore the consistently horrible service we've received. This last experience was the final straw.

Every time we’ve been helped by Carolina, she’s been rude and completely unwelcoming. It’s as though she resents us for simply ordering food from her. We’ve tried to be patient, understanding that maybe she’s just having a rough day, but it’s clear that this behavior is a pattern. What makes it even worse is her unprofessional attitude regarding drink orders. We always order margaritas, but because we have kids with us, we don’t sit at the bar. On multiple occasions, Carolina has insisted that we go to the bar to order our drinks—something no other employee has done. It’s incredibly inconsiderate, and it feels like she’s going out of her way to make us uncomfortable.

Last night, we had yet another terrible interaction. I found a hair in my food and, when I politely informed Carolina, her response was nothing short of appalling. Instead of handling the situation with professionalism, she acted with such blatant attitude—snatching the plate from my hands and slamming it into the trash without even acknowledging me. She then walked away as if I were inconveniencing her. When she came back, she barely looked at me and said, “You can have a seat, we’ll bring it out to you.” Not once did she apologize or show any sign of care about the issue. I didn’t even want another dish at that point, but she didn’t even offer me an alternative or a refund—nothing.

I’m fully aware that she didn’t cook the food, but as an employee, she represents the restaurant, and her attitude is a direct reflection of Torchys’ values. After this, I had enough and asked to speak to a manager. I was hoping for some professionalism and at least an acknowledgment of the poor service we’d received, but Carolina just stood there glaring at me while I spoke to the manager. At one point, she raised her voice and the manager had to tell her multiple times to stop. It was so uncomfortable, and completely unnecessary, especially in front of our children. They could tell how rude she was being, and it was honestly upsetting to see them witness this kind of behavior.

To be clear, the food isn’t the issue here—it's the rude, unprofessional behavior of the employees, particularly Carolina. I’m not the only one who’s probably experienced this. I’m sure others have had the same unpleasant encounters with her. I truly hope management takes a hard look at the situation. They can review the security footage, watch her body language, and listen to the tone of her voice. Carolina needs serious customer service and hospitality training, because right now, she’s the last person who should be representing your brand.

We love Torchys, but it’s hard to come back when the service...

I like Torchys a lot. So when this store opened on Banderra, we were happy to try it out because the location is very convenient for us. On my first visit, I orderd on line from work, for a 6:40 pickup time. I arrived at 6:30, because traffic was lighter that expected. At 6:50 I asked about the progress of the order, and told it would be just a few minutes. It was very busy, I get it. I'm pretty easy going. But at 7:10 it comes out, and I checked it (ALWAYS check to go orders). I'm three tacos short. Apparently my order had been given to somebody else. It will be another 10 mintues. I sit and wait. The manager comes out after 10 minutes, and asked if I'd been taken care of, and I tell her the story, and that it is being handled. She shook her head, and said "I'm going to personally expedite your order", which she did. All new queso and guac, fresh chips, and 4 $5.00 gift ceritificates towards tacos on any subsequent visit. I get that these things happen, and I thought that I was well compensated. At no time did I whine or complain. It was just taken care of it should have been.

SO, on our next visit, today, just a week later, I ordered three tacos, chips and queso. Took about 15 minutes, I checked the order, everything seemed fine. And I used a couple of the gift cards. Got home. Not only was the beef fajita cold, it was a chicken fajita with diced mango, even though it was labeled as a beef fajita. The Jerk Chicken taco was very sloppily prepared, messy but tasty. The chips for the queso were absolutely dripping with oil, and chewy, not crisp. Had to cook em in the microwave for 30 to 60 seconds to crisp em up, and it helped a little. But still really oily.

So, the next time I go to Torchys, it'll be at the Rim. Banderra just doesn't have their act together yet.

EDIT June 15: I wanted to add that the manager who expedited my order on that first visit, and did it so well, was a young lady by the name of Darby. She couldn't have done a better job. I just want to make sure that she gets credit. Shame on me for not including her name in the original post.

And the Managing Partner, Mr. Palacio, also responded to this review, and gave me some incentives to return. I believe in second (and in this case, third) chances. I will review again after...

First time eating at Torchy's. I've heard of the "secret" menu (ask for it) and the tacos were about $6 each on it! I opted to get the burrito and add chicken ($2.50 up-charge). Which I felt made it pricier than other places that give you items on the side. The burrito itself lacked chicken. I think I counted 5 pieces on it (about an inch long each)...so not worth the increased charge. If it had more on it, I could justify it. So I hope they look at their portion sizes. The burrito itself was good, but they definitely overload it with the pinto beans leaving less room for chicken.

If you are military, they offer a free queso and chips, which was unexpected. It was good.

Drinks do not come with the kids meals either. It was $4 for a chicken quesadilla that was the size of a soft taco shell. A kids drink was $2 extra.

I'd like to see some price restructuring especially for the kids items.

The location itself was NOT busy at all on a Monday evening. The inside lobby where we sat, next to us, the entire floor and table was filthy with chips and food everywhere. It appeared someone had just let their kids throw food everywhere, which they should have cleaned up and didn't leaving it for the employees...which also did not clean it up the entire 2.5 hours...