The Original Rachel's Mediterranean — Restaurant in Town of Amherst

This review is for Mediterranean on 5953 Main Street in Williamsville NY. I am highly disturbed by this establishment. I have never encountered this type of service or management/ owner issue ever. I am addressing a series of deeply troubling experiences I have encountered at your establishment. On multiple occasions, I have been subjected to discriminatory treatment by a member of your staff, which has left me feeling marginalized and unwelcome.

During my initial visit a few months ago, I called to inquire about using a credit I had been issued. The person who answered the phone initially was polite, but the situation quickly deteriorated. Despite my intention to dine in, I was abruptly told since I still came in and placed my order online “Here is your food now you can go” & leave the premises. When I questioned this treatment and suggested it might be due to my skin color, I was threatened with police involvement and accused of being rude. I asked “Isn’t this an open environment for customers to eat?,There are others eating here”. She responded with “I made your food you can leave”. I asked what her name was and she would not tell me so I took a picture for management to see who it was when I went to talk to them. Despite my efforts to address this issue with your management (Gina’s father he stated) after he said they do not condone this behavior, the behavior and threats still persists. During a recent attempt (months later) I called to place an order, I was once again met with hostility and discrimination by the same staff member, identified as Gina. Not only was I refused service, but I was also informed that I am not welcome at the establishment solely because I previously raised concerns about discrimination and using a credit. It is deeply concerning that such behavior continues unchecked, especially considering Gina's apparent relation to the management. As a customer, I expect to be treated with dignity and respect, regardless of my skin color or any previous...

Severely mis-managed. This evening I placed an online order at 6 pm for 3 meals totaling $45. Online indicated my order would be ready at 6:30. At 6:15 after a long days work I made the 10 minute drive to Rachel’s in Williamsville. I arrived at 6:25 and sat in my car until 6:30. When I went in there was a line backed up to the door and 1 order at pick up window which was not mine. I could see they were busy and had no problems waiting. 10 minutes later the lead or manager announces to everyone in restaurant that they have run out of fries and romaine lettuce (this is now 40 minutes after I made and paid for my order online) still having said nothing to me, I continued to wait another 5 minutes before a team member asked me for the name on my order. She walked away and the manager came to me with the order receipt and said “We’re out of fries, pita chips,gyro, chicken schwarma and romaine.” That was basically my entire order! I requested a refund to which a receipt could not be provided because they use another company for online ordering to handle that. I was absolutely infuriated when I left, it was now 6:50, I had to drive another 10 minutes back home (1 hr wasted between ordering, drive time and waiting) on top of that I had to figure out an alternative plan for dinner for my family and I’ll have to wait up to 7 business days for my $45 to process. My suggestion would be that if you don’t have the proper inventory and are mismanaging your ordering to the point where you can’t accommodate your take out orders/dine in orders and online orders then you need to not provide online ordering where you charge the...

I'm fairly new with my company and someone suggested we order from Rachel's instead of our usual pizza place up the road. I placed my order on Friday for Monday delivery. While the food was delivered about 20 minutes late, the driver was very courteous and communicated with me about 3 times as he was on the way. I was busy when the food arrived so a coworker brought it in and didn't get to examine it before the driver left. I ordered 4 servings of falafel, 7 of chicken and 6 of steak. We got a lot of chicken (likely more than 7 servings) but none of the other protein. The chicken was not chopped either. I called the driver back and informed him of what had happened. He said he would look into it and call me back. He did and informed me he was on the way with the rest of the food. I was happy that he was able to come right back with the food, but there still wasn't the right amount of steak (maybe 3 or 4 servings). According to my coworkers, this is not the first case of missing food either. It seems like they may have read the order wrong and only saw a serving of 17 and chicken and did just that. Always been a fan of Rachel's and their food, but was disappointed as this was my first time ordering...