Rachels Mediterranean Grill — Restaurant in Town of Pittsford

I'm only writing this because I called this restaurant 10 times this evening about my order and no one picked up. We have been eating here for the last year. There's been times where the rice was so under-cooked we couldn't eat it. Other than that we realized that many times it has been so overloaded with so much sauce that you also can barely eat it. So we started to just order it with the sauce on the side instead and always chanced the rice issue. Seemed to be the right plan till this evening. Tonight we ordered through doordash for a pick up order. We got a gyro and a chicken bowl. We requested the sauce on the side. When my boyfriend came back with the food I ordered we realized there was absolutely no meat in either of the bowls. It also had like 50% sauce inside the bowls but also some on the side. Our food with literally just rice, the toppings and 3 meals worth of sauce in it and then more sauce on the side. The store didn't complete the order through doordash even though we already had the food at home, so I called several times over the last hour. Luckily I was able to get a refund through doordash. It really is disappointing because we kept trying to work around mistakes for a long time here. But tonight really sealed the deal with one of few fast, affordable and healthy...

The food was good BUT they did not have our Greek fries because the frier was broken. They told us when we got there that we could get a refund through the app. I could not find it anywhere so I contacted the support via email. Have not received any info from them at all. They told me they were going to speak to the "manager" and let me know but I haven't heard anything from them either. Not only that happened but the meat was cold and they didn't have all the ingredients! This was a second chance visit after a terrible experience previously. Not sure if we will ever go back after this! All the Rochester locations are not doing well and I hope the owner takes note to fix the problems that are...

I really want to like this place, fast casual shawarma bowls etc. seems like a great fit. However, multiple visits and try as I may, I can't love it. This is a chain where cost of goods sold and margins are hands down the top concern of the owners. For example, I recommend they stop substituting potatoes for chicken. It's cheap, and customers can tell. The local competition is steep, so in the long run this business may fail here in Rochester and go back to Buffalo (like Duffs, Mighty Taco) unless changes are made and the top focus is on the product and gross margins only take an important second place. Makes some changes and you have a...