Guadalajara Grill — Restaurant in San Mateo

Yesterday, I ordered a Super Burrito and was surprised to find a small plastic strip inside it. Okay, mistakes happen, and the food itself was good, so I decided to give the place another chance today. I ordered the same burrito but forgot to ask for it without guacamole. When I realized, they had already made it, so I asked them to remove the guacamole. Instead, they basically forced me to eat it as it was.

The service here feels like something you’d expect from a diner in the middle of nowhere but this is in the heart of Silicon Valley?! With a lot options around.... They refused to remake the burrito, even though it would only cost them $6. By trying to save a few bucks, they ended up losing a customer (and probably others I would have recommended the place to). It’s clear they don’t know how to run a business.

After this experience, I decided to write this review and share the truth. The food isn’t bad, but the service is awful arrogant and rude. When I asked them to fix the situation, they basically told me, "I don’t care! Eat it or leave."

I will never be back....

My family and I have been coming here for 5 years and we had always had wonderful food and service by everyone in the restaurant until today. My GOSH! I was rang up by a young lady who I believe was having trouble understanding me in English and was basically just ignoring my question about what was in a little box they gave me on the side... by the time I had been ignored the 4th time I spoke in Spanish, asked my question, still no answer so I told her that if she could not understand that she could tell me and SHE ROLLED HER EYES and eventually spoke. I politely asked in Spanish to now speak to someone else and she just shook her head and seemed just so amused at the entire interaction. Not only was I extremely confused but I was also very mortified today by the customer service. Did she have a disability? Her first job ever? I have no clue but the woman next to her was WORSE in her attitude. I'm so disappointed with my...

Tacos are good but You better work on Customer Service. On 08/2/2022 arround 9:15 pm your attendant was very mean. Customer service makes the difference..

She made me pay for 15 tacos.. I ordered 10 carne asada tacos and before my order was ready, i asked if they were served with salsa because it was not clear to me. She answered "yes, that's the way they are and everybody eats them". I politely asked if she can prepare 5 without salsa and ahe said "no, order is ready" (was not true). Anyway she told me she must charge me for the 5 No salsa tacos, cuse she will scrap 5 with salsa,

i paid for the 5 i wanted an after 25 minutes or so, her partner gave be 15 tacos WITHOUT SALSA, WHAT'S THE POINT TO MAKE ME PAY FOR 5 MORE... little this screw big businesses... Sadly the enemy of a Mexican is another Mexican (or sort)... It was the poor girl in black...