Freebirds World Burrito — Restaurant in Texas

i want to start out that this review does not reflect on the food. it’s delicious. like chipotle, but better. this is about food consistency and professionalism.

this is the second time we have ordered since i moved back to texas almost two months ago. girlfriend loves it. first order, fine. one item missing. second, she decided to get the “monster” bowl. some items missing, including quac, which is always more expensive. the bowl was mostly lettuce, as if to fill the space of the “monster” bowl. my “regular” bowl had 3-4 times the amount of food in it, which is m not complaining, but was also missing guac. and, they forgot our queso with the chips.

so, we take photos and submitted it on doordash. since this happened twice, and wanting to continue to order from there, i decided to call to talk to the manager to inform them about the missing items. upon answering the phone, i asked if i could speak with a manager. i was told to hold on so they can get them. moments later, she answered and said (and i quote), “i forgot that i was the manager.” being in awe, i thought it was weird in my head (and laughable), but let it slide. i explained what happened. she was somewhat apologetic and said she would refund our money. i proceeded to let her know that it was taken care of in the doordash app, but just wanted to let them know.

she said she personally made our order and that “there was no way that the order was messed up and missing the queso.” and said something about not having security once the food leaves the store and implying that the driver stole our queso and the guac and other items ON my partner’s bowl. i told her that the bag was sealed and that was very unlikely. she then said again that there was no way they could have made a mistake. “we don’t ever do that.” at which time, i proceeded to say, “not to be rude, but you did “forget” you were the manager at the beginning of the conversation. she said it has been a busy day and then hung up on me. so, yeah. not sure if she is really a/the manger, but that was our situation when simply calling just to bring it to their notice. hopefully, y’all have a better experience and get to enjoy the delicious food…if it all makes it...

I think i need to put this in but i am a person who never writes these or normally cares about thing that happen in restaurants because you never know how that day has been or maybe its just you . Yesterday i went into this Freebirds to dine in. It quickly became a takeout situation when i walked in and there was food or gummies on the ground from a shirtless guy tweaking in the corner of the store and to me it seems like this happens a lot because the staff and other people dinning in did not care at all. i get to the line which is empty so i thought that was cool but i get to the line and say I've never been here what's best to eat or something good to try. I kid you not the guy goes i don't eat here ever. I asked ok well what would you recommend? He proceeded to say "Chipotle. That place is way better than this place.". I should have left after that so the rest of this i could say is on me because when the staff says its bad why follow through. Another guy comes over and he pushes him aside and asks me what i would like and i mean he was 1000% better he offered samples if I wasn't sure i wanted to have that in my bowl over all he was just much better. I was upset that i felt they were out of certain thing around 5. For example i order their bigger bowl and when I asked for queso i got a small drop not exaggerating i really just got a small little droplet in the center about the size of maybe 3 quarters , but i thought I've never been here i don't know what their policy is. It gets to the check out, my bowl looks decent and it gets to the price I'm paying 20 bucks for a bowl I'm not confident in with it not even being full after asking for a decent amount of things. He did give me a free drink for the guy in store making a mess and shouting the whole time so i thought that was really nice so whoever that guy was i wish i got his name he deserves a shout out because i really almost walked out. Overall my food wasn't terrible like i said earlier i don't really complain food is food its either your thing or not. I could see myself maybe eating there again maybe but my overall experience and the way the food was its...

Freebirds needs to fix its mobile app and the application of rewards. When checking out on the mobile app, you are offered rewards and when you select one, it won't let you apply it and tells you to be in the store when you apply it. If you order online, then go into the store, the manage tells you you have to go through the line to order and apply the reward. This isn't clear from the mobile app and is misleading and causing customers not to be able to take advantage of rewards they are being offered by Freebirds.

This is unfortunate because we have been fans of Freebirds. I have notified corporate and asked for a call back that I'm waiting on. Someone needs to fix this ASAP.

Update: after leaving multiple messages and multiple feedback attempts, I have heard not one word from Freebirds. I’ll probably and unfortunately have to take my grievance to the local manager who didn’t have a thing to do with this app setup.

Update #2: Tried ordering again about a week ago and voila! The app will apply a reward appropriately. Never heard back from Freebirds which is disappointing after leaving several messages and using their feedback submission portal through the app. I appreciate the app working, but when a customer leaves a phone number about an issue and no one calls you back when you put yourself out there that you care so much about customers, it appears you really don't care. Unfortunately, this is just how corporations work; there's no money in calling me back; so why would they? They fixed the app probably because they got a firestorm of complaints that...