Fuego Cravings - Upland — Restaurant in Upland

I've been coming to Ester for about 8 mons. now & I only order their Supreme carne asada burrito. The first few times that I had it I thought it was pretty good. The Supreme burrito comes with your choice of meat, cheese, beans, rice, guacamole, & sour cream. I order mine without the sour cream, it's a tasty, good size burrito, especially with the guacamole BUT it's not consistent. Sometimes the carne asada is burnt like hard pieces burnt. I always call & order & this last time that I ordered my burrito I asked for the carne asada not to be burnt & she said ok. I eat my burrito at home & not only is the carne asada burnt but so is the tortilla from the inside. I called to complain but I couldn't get through. Anyways, 2 stars because I specifically asked for it a certain way like they had even suggested to me when I told them one of the other times. The cook informed me that some customers like their meat well done which is understandable but I don't. They're nice people working there, their salsa's are a little bland, not spicy for my taste but I get my spice from their onions & serranos en minagre, which I love. Overall it's a decent place, nice people & all but I was not happy with a burnt $8+ burrito! 11/28 After my review I called Ester's & spoke w/ Glady's, she apologized & offered me a free burrito for next time. I never claimed my burrito because I didn't return right away but have gone in a few more times after. When it's good, it's good. Today though even though I said "NO beans, NO sour cream" I got exactly that. The man at the register kept asking the cook, "NO beans right, NO sour cream right?" Their cook is an idiot! Now I'm definitely looking for another burrito spot! I called & was offered another free burrito. Hey I'm stacking up on free burritos there! But no thanks, I just want my $8 burrito exactly...

Update #3: The owner never reached out to me. If I could change my rating to zero stars, I would really just for the customer service. Eventhough I did not enjoy my food there, and I also added pictures after the owner requested, my boyfriend did enjoy his food. The hostility from the owner is not ok, and after reading some of the other reviews, I realized this is their go to response whenever others have left comments similar to mine. I do understand that at times the competition will try to ruin you, but sometimes it is a customer, such as myself with a legitimate concern.

Update #2: I have sinced changed my rating to one star. I have got to say, I am very dissapointed in this business. After writing my initial review instead of reaching out to me about my experience the owner accused me of being the competition, and asked me to show proof of the fatty bits in my food. I have loaded the pictures they requested and they have yet to reach out to me other than the original accusation. Such a negative experience.

Update: I have uploaded the pictures you have requested. I still happened to be sitting here finishing my drink and had not thrown away my food.

I was excited to try this place. The environment is nice and the staff is courteous. Unfortunately the shredded meat lacks in seasoning and has bits of fat in it, and the guacamole appears to be the guac sauce you can purchase at most grocery stores. We paid $31 for 4 tacos and two glass bottle cokes. Was just dissapointed. Other things on the menu...

Worst customer service experience ever. They gave my food order to other customers and then realized their mistake and tried to give it to me. I told them by health code rules that’s not allowed and they have to remake it. She would not help me and then made it difficult for me when asking for a refund. The cashier kept running to hide in the kitchen not helping me even though I kept calling for her. She then came out to blame me and said she called my name and I didn’t respond. So she gives my food to other people? I was standing at the counter for several minutes she didn’t realize that I saw the cook hand her food and she took it straight to a table. So instead of apologizing she lied to me and blamed me. She then went back to the kitchen leaning someone else to try and help me. The cashier finally came out and said she would give me a refund but didn’t know how. The entire time I kept telling her how long it would be just to remake the food as my kids were in the car waiting. She never gave me an answer. She took the food into the kitchen and said they would remake it. After lying about calling my name how could I trust that they would not give me the food the family at the table had opened up? Horrible experience. I walked out with no food and no refund. I hope the owner sees this and teaching the staff how to handle refunds and...