Cafe Rio Fresh Modern Mexican — Restaurant in Springville

I have never written a Google review before. My experiences at the Cafe Rio restaurant in Springville, Utah make me feel like I have no choice. I ordered four entrees on line and was given a pick-up time. When I arrived at the restaurant I went to the online pick-up location. There was another person already waiting there. The workers were having a hard time locating this person's order. I waited for 10 plus minutes. The person who was evidently in charge of making contact with the people who are waiting for an online order looked at me several times and then made no effort at all to come and check on me. Finally, I went to the regular line, which was empty, and said that I had been waiting a while and hadn't been checked on yet and just wanted to make sure that they had my order. It wasn't clear to me that they were working on anything other than the orders of the people in the restaurant. The person I spoke to said that they were working on my order. I went back to the online waiting area and four separate people who had pick-up times after mine came and got their food before I ever got mine. One of these people was a Door Dash deliverer. He said that he picks up food from this location daily and they always have this same problem. I would not be writing this if the only problem I had was waiting. While waiting, I watched a worker handle cash and credit cards and touch all of the stuff at the cash register and a variety of other things who then did not change his gloves and went strait to preparing people's food--touching lettuce and tortillas etc. This included the food in my order. When my food was finally finished, I expressed my dismay to the worker who brought me the order. I said that I would like to talk to the shift manager. The sift manager came out. She did not act sorry or particularly interested in my concerns. She didn't offer to make it right or suggest a solution. I said I felt that my only recourse was to write a negative review. She seemed to think that me doing that was insignificant, so here I am writing this. I do like Cafe Rio food. The food has usually been consistently good. The service was far below standard. The cleanliness was deserving of a health code violation. The inefficiency with online orders was awful. There were 5 plus people working there. There was only one person in the restaurant and three people went through the line while I was there. I think that the owners should have better quality control over...

Cafe Rio used to be my favorite place to eat, I used to go there once a week but they have gone downhill in recent years. The rice is ALWAYS crunchy and not just in Springville but every Cafe Rio that I have been to in recent months has crunchy rice, I think it is overcooked rice because it looks burnt and is very crunchy, in any case weather it is overcooked or undercooked it's not edible. Their portion sizes have also gotten smaller to the point that you have to pay for extra meat to even get a fair amount and their salads are about half the size as they were when they first opened and this is true with every Cafe Rio I have been to, not just the one in Springville. This Cafe Rio in Springville is also dirty and I hate eating at a dirty place. If a place is dirty in the dining room you can bet that it is not clean in the kitchen. One time I walked into this cafe Rio and the man who was on the food line was chewing bubble gum. This is against health code, chewing gum while serving or cooking food is a health code violation and I should have called the health dept. and reported them. But instead I just turned around and walked out and went someplace else. I have kept giving Cafe Rio chance after chance hoping that they would go back to the Cafe Rio that that they used to be but each time I am very disappointed. I will now no longer go to Cafe Rio, I'm not giving them any more chances, I'm done with them. I now go to Costa Vida! Costa Vida has replaced Cafe Rio for me and my family and Costa Vida's rice is always cooked to perfection! If Cafe Rio does not correct their problems they will continue to lose customers and I think they will go under altogether. The owners respond to these negative reviews but they never take any action to correct the problems in their individual...

To Whom It May Concern,

I’m writing to express serious dissatisfaction with a recent visit my family and I made to your restaurant. What should have been a simple meal turned into a frustrating experience due to poor service, inconsistent policies, and disappointing food portions.

We ordered 8 meals, which came to 91 dollars. Despite the cost, the service and value did not meet even basic expectations. After politely requesting a refill on a Fanta, we were denied with no explanation. A younger family member (Kids meal), who prefers simpler meals, asked for just cheese instead of rice and beans. An employee agreed and provided two small containers—only to come back and take one away.

The inconsistency in charging was also concerning. One family member was charged for sauce and never received it, while another was not charged at all. Portions were underwhelming—my adult meal was about the same size, if not smaller, than a kid’s meal. For nearly $100, that’s unacceptable.

At checkout, Ludin—who appeared to be the manager—attempted to charge us for the cheese after another employee had already said it was fine. Then, one of the kids requested a refill of horchata. The staff claimed it was a water cup, even though this was never made clear during purchase. The request was only granted after we asked again in Spanish, which raises additional concerns.

This visit left us extremely disappointed. The lack of consistency, transparency, and basic courtesy from staff made for an experience that we won’t be recommending or returning to anytime soon.(Within the next few decades)

I hope this feedback is taken seriously and used to make immediate improvements, and in not just this location, but...