Cafe Rio Fresh Modern Mexican — Restaurant in Surprise

I have been coming to Cafe Rio once a week for the last 6 months, I also own two business and have used the catering service multiple times to do lunch for my employees. Today I went in with my father and husband to get our usual and I was so surprised with the lack of care & preparation of our food. Now I own two businesses so I don’t feel the need to change the stars to get my point across. I think this is a teachable moment for Samantha. We ordered two quesadillas, nachos, chips and queso. When we started our order she seemed bothered she grabbed the tortillas and just put them on the grill and started to put the cheese on…..I asked her if she was going to put the butter/oil on them before just placing the tortilla on there, as all the other cafe Rio employees do when preparing to make it. She got upset threw the cheese off placed the oil butter on and then placed them back on the grill. On mine I had chicken and cheese and the amount was fine but she ran out of cheese for my dads and instead of getting more she just left it. I said are you going to add more cheese to that one and she said ya I can but but it will be extra! “ I then said why would it be extra if the one next to it that has the right amount isn’t going to be extra? We aren’t asking for more we are asking for the normal amount that we always get every time.” I let her know I come in all the time and have never had anyone be so nasty and rude over a simple making of a quesadilla…I’ve never had to correct any other employee there, so there is obviously a training that has been done that’s the standard way of making it. She said well I’ve been working here two years & this is how I do it.” I wanted to say for being there two years I could have walked in same day as a new employee and made a better quesadilla and if your so bothered by the standard of simple customer service maybe don’t work in the front line of a fast food chain, but I could tell no matter what was said to Samantha she was going to have a comment to say back. I wasn’t being rude or raising my voice as like I stated I own businesses and I know that doing that won’t accomplish anything. Now going above and beyond wasn’t an expectation I was looking for just simply making our food correctly as it always is. We love Cafe Rio and feel there is a standard that they uphold…which is why we love it so much. I know people have bad days and that is why I think this was just her because we always have the best experience and I didn’t want todays to ruin our love...

If I could give them NO stars I would in a heartbeat. Well, as far as their customer service goes. (The cashier in particular) Our food this time around was very good, considering the first time it was cold, and they got our order wrong twice, mine in particular. I'm sorry but if you have a job dealing with patrons, you already know that customer service is a MUST. People these days have no customer service at all and they always have a sour look on their face, treating you like your an inconvenience to them. Which, is how the cashier was today. We had a coupon for buy one get one free burrito or salad, and we have used those before with no problem. I usually get enchiladas and my husband a burrito, so we ordered our food like we always do and when we went to pay and use the coupon, the cashier looked up and said "yeah, you cant use that, it's only for a buy one get one burrito to a burrito, burrito to a salad, or a salad to a salad. So, yeah, I'm not taking that!" Wow, well first off that was a rude way to tell us that we couldn't use that, even though we have many times before. It never pays to complain because no change is ever made at all. How many times can you say I'm sorry before you actually mean you are sorry and will make sure it doesn't happen again? You would think once right?, well not these days. It's sad that people have such attitude and scouls on their face daily. Anyhow, the food was good, but customer service was horrible. Overall, if you have 30 minutes to wait in line for your food to be made, then another 10 minutes to have it made correctly and dont mind dealing with ignorant rude employees, then this is the...

I was pretty jazzed about coming here since it was recommended by my son, when I saw that they make the tortillas fresh I had high expectations. Unfortunately it was a huge let down. We ordered the chili roast beef burrito which I didnt care for because something in it was sweet which some people might like but I do not, thinking that should be specified and I dont mind rice in my burrito as long as theres a decent amount of meat which there was but the rice ruined the burrito because about 30 percent was completely hard and uncooked. I let the manager know and he said they cook the rice every 10 to 15 minutes, obviously they need to look into how its cooked. I was also irritated that when making my burrito the employe decided to scrape the bottom of of the rice pan when most of what was left was crusty old rice, when I asked him to give me fresh rice he basically said no that that was all they had and continued making the burrito without acknowledging what I had said which was odd because he got more rice (although probably also hard because it was undercooked ) for the next burrito. As far as positives go I did taste my sons steak burrito and the meat was soft and tasty and if the rice hadn't ruined it it would have been good. The hibiscus...