Torchy's Tacos — Restaurant in Spring

This was my first experience at this store, but I have been a customer of Torchy’s since you could only get them on South First. I give this review with a heavy heart.

The tl;dr is they took way too long, didn’t care, and my food was cold and gross. What follows is an accounting of my experience:

As I usually do, I ordered online for pick up. Tonight, I ordered at 6:12 and walked in to pick up at 6:23. There was one lady waiting off to the side, and what appeared to be the manager at the togo register. No one acknowledged me, so I waited at the register for a few minutes before every employee just left from behind the counter. At 6:32 I asked the first guy to walk back behind the counter to check if any of those orders were mine, and if so, could he check me out? He said he couldn’t ring me up, and walked off. At 6:35, the manager lady returned to ring me up. I politely asked how long my order had been sitting there (knowing it had been at least twelve minutes), and without answering she asked if I wanted them to remake it. I said, well, I don’t want cold tacos. She handed me a number and said have a seat somewhere.

At this point, I thought we were in good shape. I didn’t get an apology for the wait, but at least she acknowledged that cold tacos weren’t acceptable for $25. I sat down at the bar, and waited twenty minutes before someone asked if they could check on my order for me. I asked to speak to a manager, and a guy came up with my order ten minutes later at 6:55. He said, we upgraded your half queso to a whole queso, and walked off. I looked up and the manager was standing behind the bar. I asked, what just happened? She said we got your food to you. I asked, why did it take so long? She said, we had to drop it again. She then told me she was sorry for the wait (yay, an apology!) and to have a good night.

I get home, just a five minute drive up the road, and the queso and tacos are luke warm. Not only that, but the avocado on one of my tacos is brown (took a picture, but it won’t let me add it). The other three tacos were so greasy, it felt gross to eat them. I’ve never had a bad experience with Torchy’s, but this poor review is well deserved. I hope they figure it out, but you’re better off heading to The Woodlands or Vintage Park location...

A bit of a wait but everything arrived promptly enough. This is my second visit to a Torchy's and my first time ordering to go. I ordered 3 tacos, The Wrangler, The Migas and the TOTM(taco of the month) which they didn't even offer at the 1st of the month? The first issue I have is the fact that I ordered a side of beans 2.75 and an order of rice 2.25. Originally the beans and rice were brought to me in ONE container, partially mixed. Apparently there is a rice&beans combo that is not displayed on the menu because when I asked for the items to be separated I was told this is what I ordered. Wrong. There is no rice&pinto combo that I could find on the board or the plastic menus. A woman who I assume is the manager insisted on arguing with me about this, she lost as you can see. She also tried to tell me I didn't pay for the price of having them separate? The rice turned out to be pretty lackluster anyways, it does have nice heat on it though. The beans, creamy, smooth, and rich were a wonderful treat. I love the chunks of melted gooey cotija mmmm.. Despite the hang up with the sides everything else looked as it should. Taste is a different story however. The Migas was bland, two sauces later and it was worth eating. A taco that cant stand without sauce is not a good taco. The Wrangler my favorite, delicious as ever a bit greasy but yum yum. The Roscoe aka TOTM was a major disappointment. Whose idea was it to put a waffle in a tortilla, its very redundant. The presentation is awful the over easy egg creating mush between tortilla and waffle. The only decent thing was the chicken strip. They should just...

DO NOT PLACE LARGE ORDERS HERE. I placed a phone order on a Friday afternoon for a Saturday morning pick-up for my team before going to work. My office is only 10 minutes away and I set an 8:30 pick up time so I could get to work by 9. I arrive at 8:35 and my order isn't ready, with the girl behind the counter looking hesitant on its status, but tells me it'll just be 10 more minutes. She also mentioned that someone had just placed an order for 100 tacos and wanted it in 20 minutes, saying that everything was behind. I end up waiting for HALF AN HOUR for my order, making me late for work. They also didn't have any bags to transport the large trays, which added to the inconvenience. There were at least 3 other people waiting just as long as me for pre-ordered food, along with dine-in customers waiting for a long time just to place their orders when no one was at the counter. Quite frankly, this is unacceptable. This restaurant should be prepared for large orders and prioritize existing orders. If you want to accept last minute, large orders, you should ensure you have the capacity to do so without neglecting other customers. I had an order over $100 and yet they couldn't plan ahead enough to have it ready. I understand that things can get hectic and was ok with just waiting 10 minutes (which I had factored in) but 30 minutes is inexcusable. I will not...