Willy's Mexicana Grill — Restaurant in Smyrna

It's 4:45 on a Sunday afternoon, August 29, 2021. I walk into Willy's. I'm the ONLY customer in the entire place.

The guy behind the counter is fixing an online order. He goes out of his way not to make eye contact with me for over a minute.

Finally he says something. Not to help me.. to tell me to wait while he does something else.

3 minutes go by. Once again, I'm the only customer in the business. There are 5 employees standing here.

He gets another team member to come over to help me. He's busy filling up cups with black beans and spreading his arms all over the prep area. He's wearing his mask improperly, I can see his nostrils.

Another team member comes over, she is wearing her mask properly. She tries to help me. She asks me if I want rice and beans in my burrito. But she can't actually help me because dude #1 is sprawled all over the prep area.

I don't answer the question. Dude who ignore me is still in the way.. repeats her question. I tell him I'm waiting for him to move out of the way before I answer. he tells me "We do this all the time!" Do what? ignore your customers while giving priority to online orders?

I tell the other team member I would like pinto beans, no rice.

She puts in pintos beans and then adds white rice.

I say, "I said no rice". She throws the burrito away. Why ask me the question two or three times and then not listen to the answer?

She starts making the burrito again. I'm still the only customer in the entire business.

Cashier also not wearing mask properly. I can see her entire nose, too. Is this really a food service establishment?

Not an ideal experience. I'm going to start finding other places to get my burrito/taco fix.

Please fire that dude who's making me feel less important than your online orders. He wants to argue with the customers while ignoring them? He didn't even work on my order?? get...

Edit/update: Location was East Cobb. Willys corporate reached out immediately for more details and assured me that managers would begin retraining/coaching employees on how to (and why) clean-as-you-go in the food areas and the importance of not slacking on dining room cleanliness. They sincerely apologized for my negative experience and offered a mea replacement voucher, which I declined as I felt the additional training was more important. I was very impressed with the communication and feel fairly confident that I wouldn’t see this location that unkempt again. I’d never seen it look like this before and I’d been eating there for over three years; good to know it was likely a fluke.

Original post: Despite the happy greetings from two of the young employees, I was dismayed that the whole restaurant and especially the food assembly area (employees’s side and customer side) was terribly dirty, as was the salsa bar and the floors. I mean bad - 1) food preparation stations were crusted in old/dried food, 2) same with salsa bar/utensil station, 3) the floors were littered with trash and crushed chips, and 4) most of the employees were oblivious. There was Definitely no adult running the crew of five teens 🤨 this shift. I was really disappointed because I made a special trip five miles out of my way based on previous positive experiences at lunchtime; I won’t drive there for dinner again. Wish I’d taken more photos to send to management because this is bad for business, especially when the economy is bad and a meal out for some of...

I had a really horrible experience placing my order at this location. I asked for three bowls and simply made a mistake on one and the young man had a tantrum. He told me to make up mind. I told him he was rude and he took off to the back of the store. I automatically assumed that my life might be in danger and told the manager who replied that It was not that serious. I was taken aback because I’ve never experienced this before. The Manager did not come to my defense or address the situation. I told her that I did not want those bowls and start a new order. She told me to wait for her to prepare more adobe chicken. While waiting, I asked for the General Manager’s name (Eddie) and requested his direct phone number. She removed a receipt out the garbage, placed it on the POS system and it slid on the floor. I asked her to give me the number again she told me to if I wanted it to pick it up off the floor. I was reluctant to do that and she asked me if I was too good to pick it up, and I said yes. I walked back over to place my order and she denied me service. I’ve been to Five Star Restaurants and if an order was incorrect, it was corrected without any issues. I drove to the Cumberland location and was provided with outstanding customer service and invited to come back. I’m not sure how Eddie’s staff is vetted but he could do a better job hiring...