Los Beto's Mexican Food — Restaurant in Tucson

This Los Betos has always had terrible customer service, and yes, I will say, if you can't understand English then please learn. Firstly, the lady listened to the first item I ordered on the drive thru order box, then disappeared. I sat for 5 minutes waiting for her to continue with my order. She sat in the drive through window looking right at me....then after 5 minutes asked me to pull to the window. To which I replied I wasn't done ordering yet. I ordered "breakfast burrito with beans, cheese, egg and potato", she read back to me, "OK, beans, cheese and potato" to which I asked, That will have eggs right, it says on the menu?", she replied yes. Then disappeared for the five minutes before finally returning. Their menu is very clearly labeled "All burritos come with cheese potatoes and eggs". What I received was a bean, potato and cheese burrito, and my receipt says I ordered a bean burrito and was charged for extra cheese and extra potato. My daughter took the burrito inside and let the same lady who took our order know it was incorrect and she was RUDE. She proceeds to raise her voice at my daughter and say, "Well, I didn't charge you for eggs". My daughter said well we ordered with eggs and asked you to make sure, you said yes. The lady then tries to minimize her mistake by explaining she thought I had said I was done ordering. Ok, clearly you think I am ignorant if you think I am going to actually believe you think I said I was done. Nowhere in our conversation was there an opportunity to misunderstand or mishear anything I said to be understood as me saying I am done. In any case, the lady refused to put egg on the burrito as she repeated several times that what she charged us for was not what we ordered and I would need to pay an additional $3.5 for her to add egg. Why the F would I need to pay extra for egg when it says ALL BURRITOS COME WITH CHEESE POTATOES AND EGG????!!!!!!! When my daughter reminded her of this she raised her voice louder and said, "So, do you want the egg or not?" It is not the customer's responsibility to pay extra when the workers of Los Betos don't understand that first and foremost you act with respect and understanding towards a customer, regardless of whether you think they are wrong or misunderstood something. Secondly, if you don't know what your own menu states, then maybe you should go outside and read it so you know exactly what your customer sees. Thirdly, if you admit to ordering my burrito incorrectly, and you are aware what your menu states, then why would you try to project your mistake onto your customer and expect them to pay more for what they should have been charged and received...

I have been coming to this place fairly often for the last 4 years. Never left a review. I figured I might as well out of respect for the business and the obvious care that the management/owners have for their business.

First, the food is good. I typically get a California burrito, Carne Asada, or some variation of super fries/nachos. It's tasty, as I expect from all the Mexican places that sell similar items in Tucson, but the NUMBER ONE DEALBREAKER that kills all Mexican food places for me is when they start using low-quality, grizzle, chewy, cartilage filled, fatty meat. I am astonished how many places around Tucson sell absolute trash meat to people. Well, in my 4 years of eating here, the food has been consistently good and I don't feel like I have found them cutting corners at all. Consistently reliable meat that I don't have to spit out, and tastes great. Thank you for caring about that!

Second, and this is the most important, this place has absurdly friendly customer service. I have only ever gone through the drive-thru, but literally every single time has been kind, friendly people, often smiling, always getting my order right, adding the sauces I wanted. This isn't an anomaly of some high-achieving single employee. I just went on May 24th, in the morning, and the girl working was so kind and friendly. Excellent customer service. But, I have experienced probably half a dozen other workers who have take my order over the last few years and every single one of them was friendly in the process. It's almost crazy how bad so many other places are that I basically don't expect quality customer service going to a drive-thru Mexican place in town, but then I come here and literally every employee I have ever interacted with was amazing. Clearly there is management that cares about these things this is the main reason I wanted to leave a post today. I just was so impressed, again, with how well this place is run.

About the only thing I don't like is the absolutely tiny drive through spacing that can make it awkward if you are the 3rd car back and just not quite able to move forward enough to order. I have seem them try to remedy this by asking people to pull forward, sort of like is common among almost all fast food joints these days, so it's nothing I can dock points...

The reviews that say this isn't real Mexican food are baffling because the place has a drive-thru window. It's fast Mexican food, not a sit down place. If you're looking for "real Mexican food", look for a place that doesn't have a drive-thru window. It's delicious for what it is - FAST Mexican food. I only gave 4 stars because they really need to replace their drive-thru speaker/mic. We tried to order one bean burrito and got three last time. This trip we tried to order a bean burrito with no cheese and got a beef burrito with no cheese. The beef burrito is delicious, just not what we wanted. We also ordered a chicken taco plate with no cheese and they were very careful to not only put no cheese on the tacos, but no cheese on the beans (I usually expect to have to pick cheese off the top of beans). I really appreciated that they assumed it could be an allergy and took care to keep cheese off of that part of the order. If they get a new speaker/mic so orders can be heard/repeated back clearly then I'd give them 5 stars. For now I'll settle for a potential surprise when I open the bag when I get home and knowing that I'll still get something tasty even if it's not quite...