Cafe Rio Fresh Modern Mexican — Restaurant in South Ogden

I placed an order on Saturday for our Mother’s Day lunch on Sunday. I wanted to reach out and let you know how lacking this store is in customer service and competence. My goal is not to seek any type of reimbursement or compensation, but to let you know. In hopes that you look at this store’s reviews and take them seriously. This store will cost your company future business if not addressed. I have ordered cafe Rio catering multiple times before (never from this location because of their reviews) so I knew what to expect as far as portions and what came with the order. We arrived to pick up our catering order and were fairly rudely asked what we wanted. I informed them we had a catering order pickup. They handed over our food and we were on our way. We got home and I unpacked our order. I thought “hmm this seems like skimpy portions compared to what I’ve received in the past.” Then I realized there was no salsa or pico. I sent my husband to pickup the forgotten item. He arrived and informed the associate of the mistake, rather than apologizing for this mistake she responded that the “taco fiesta” did not come with salsa or pico. He proceeded to show her the description of what it comes with and she proceeded to argue with him that she was right and he was wrong. Then she angrily scooped salsa into small containers. These were much smaller than actually were supposed to come with this package. Along with the portions of salad, cheese, chips etc… very skimpy. I told him to ask for more cheese because there was a very small amount, and she told him that was all she was allowed to give and proceeded to argue with him again. Mind you, we had to drive home, then back to the store to get the forgotten salsa. Heaven forbid you compensate your customer. I wanted to let your team know in hopes that you will take your customers feedback seriously. I do many catering events for my job and if this is not addressed with this store, while I enjoy the food and the convenience, I can say I will not be using cafe Rio catering in the future. Would leave this location a 0 star review...

The customer service at this location is definitely lacking. I’ve been to this location several times, and while I’ve never been blown away by the service, it’s the closest to my house and has been my “go-to” to get our Cafe Rio fix. Well, after tonight, it might be my last visit. I went through the drive thru tonight and placed an order for 4 entrees and an extra side of rice. I paid for the order, and after waiting a few minutes, the lady at the window told me to pull around to the front, as they were waiting on the sweet pork to finish cooking. I thought, “ok, not a big deal.” I pulled around to the front and waited 10 minutes in my car (a little longer than I would have expected, but ok). They brought out the food. I double checked the one bag that was brought out and saw 4 entrees, but no extra side of rice. I checked again and even had my teenager check as well. I ran into the restaurant to tell them I think they forgot the extra side of rice I ordered and had paid for. The ladies behind the counter claimed “it’s in the bag, did you check?” I told them I certainly did. They continued to doubt me, and finally one of the ladies reluctantly got me the side of rice and said, “here, even though I know it’s already in the bag.” I was so taken aback by her attitude, I didn’t know what to say. I took the rice and walked out. Well, guess what?? When I got home and opened our bag of food we had ordered, there was no rice. They had indeed forgotten our extra side of rice. At the end of the day, this isn’t about rice, it’s that the customer is always, within reason, “usually” - right! You should not doubt the customer. Rice costs mere cents, and to me, being treated like I was an idiot and in the wrong, was not ok. I will certainly think twice about ever returning to...

Update- came back a year or two later and had an even worse experience. They forgot the sour cream in my tostada salad. I sent my husband in to get some and they made him come out to the car and grab my salad to prove they forgot it. For real you guys? Ridiculous.

This location is different in that you are supposed to place your order at a kiosk, which I would normally have no problem with, but the process is not user-friendly. It starts by asking you to use a QR code to log in, but the only QR code I could find on the app was after redeeming my rewards for $10 off, and the scanner was not accepting it. So an associate told us to start an order as a guest and scan my rewards at the end. So we got all the way through that, and there was no place to have my rewards QR code scanner, so an associate told us to manually enter the code. So we did that, paid for the remaining balance, and then it said the payment didn’t work and the order was cancelled. So then an associate took our order for us, and she placed the order wrong (quesadilla ordered with wheat tortilla instead of white). Also, we for some reason had to pay for the nino quesadilla for our 2-year-old that is normally free. We got our food pretty quick, but the sweet pork in my tostada was not sweet and it was also room temperature and it was missing some ingredients. The poor girl working the dining room tried to help us out, but the major problem at this location is those terrible kiosks and the staff not really knowing how...