Willy's Mexicana Grill — Restaurant in Vinings

We arrived at approximately 6:32pm on 6/29/19. We waited in line behind 2-3 groups of guests, a normal amount for this location, as it is normally busy. The group in front of my daughter and I was a father and his two little girls. After waiting a respectful amount of time behind that many people it was our turn to place our order. The employee serving food at the first station left his station, which I realized 2 min later was because adobe chicken was out and not being prepared by anyone. My daughter and I waited approximately 5 min for the first employee to get back to his station from preparing the Adobe chicken. He did not want to be there. It was very obvious. There was no greeting, no smile, slow reactions, etc. Although I wanted an adobe chicken bowl, I was ok getting just a chicken bowl instead. Upon starting our order and passing to the second station the second employee wasn’t at his station either. We then waited another 5 min for him to return with no attempt of the 1st employee to complete the order. The second employee was apparently missing because the pico was out. Upon returning he didn’t ask for the 1st employee to complete our order, rather he continued to fill the empty container of pico. There was no recognition that we were present, and no apology for the delay. He was very nonchalant about completing our order upon finishing his task. I would also like to add that during this process the manager on duty was at the register looking through previous receipts, but not instructing the employees to quickly complete the order nor help herself. The young man at the final chip and register station was sweeping at the time. Upon noticing that we were ready to check out, he put the broom down and asked if we were dining in or to-go. He was semi-polite and better than his colleagues, but he started off with asking that question instead of asking if we would like chips or drinks. After indicating that we would like to eat in, the manager butted in and said that the only drinks they had available was lemonade and tea. ALL OTHER DRINKS WERE OUT?!? When the young man began helping again we asked for chips to which he stuck his hands in the chip bin and got our chips. I don’t know if he used his hands directly or a scoop, but I’m pretty sure hands that have been touching a cleaning tool SHOULD NEVER touch food items without gloves. Again... the manager was standing right next to him as he did this. There was no offer for a discount for our wait or even just a simple apology. At 6:53pm I went to sit down and the table hadn’t been clean in awhile. The food appeared to be stuck on the table from not being cleaned for awhile. I had to clean my own table. At 7:09pm the manager is giving an employee an shoulder massage!?!?! Where am I at? A massage parlor? Several of the tables weren’t cleaned. The floor was disgusting and the front door had several oil finger prints all over it, again indicating that the door hadn’t been cleaned in awhile. I would also add that the handprints were at adult level as well not just children.

I have been in customer service for years and a manager for several of those years. This is by far the WORST experience I have ever had in the food industry as well at this location. There was no regard for the customer’s needs nor a desire to meet the customer’s needs. I am a reasonable man. I understand that there are times food runs out. But a well run establishment does know when to pull an employee off the line to prepare more food so that that doesn’t happen. The food was cold, and although I could have asked for it to be remade I didn’t feel that the staff present would care let alone have any concern for the lack of food satisfaction. I would recommend that someone visit this location to see just how bad it has fallen. I have been here several times in the past, but it will be awhile before I return to an establishment that doesn’t care for its customers. When I do return it will be without my daughter so I can speak my mind to the staff should this happen again. Not...

Great attitude, food ok— but teamwork needs improvement

I came in after church to grab something to eat and was helped by a young man named Michael. From the moment I walked in, I could tell he was working hard and doing his best to keep things running smoothly. He was polite, respectful (“yes ma’am, no ma’am”), and kept a pleasant attitude even while clearly juggling a lot on his own.

There were two gentlemen ahead of me, one placing several orders, and Michael handled it all calmly and courteously. However, it was clear he didn’t have much help. There was a young woman in the back washing dishes, and another older woman near the front who seemed to be talking more than assisting. I’m not sure if she was a supervisor or just helping with other tasks, but during a busy time, she could have stepped in to support the front line.

At one point, Michael had to go to the back to get more cooked meat, and customers were left waiting and unsure what was going on. Instead of helping, the other woman continued chatting. I eventually asked her to come assist, and although she did, she didn’t seem very willing.

Overall, the food was good, and Michael deserves recognition for his excellent attitude and work ethic under pressure. But this location would really benefit from better teamwork and leadership during busy times. When one employee is overwhelmed, others should step in —...

Stop by to grab some food to find the location super dirty. The guys that are working behind the counter don't smile and don't have very good customer service. They're not rude, just not friendly. I ordered a large cheese dip. It was cold, and they said they had a fresh batch, and it was still cold when I got it. Went to the restroom to wash my hands just to find the bathroom was a hot mess. I reported that there was no toilet paper.Went to the bathroom thirty minutes later and still no toilet paper. Do you know what it's like to have to wipe yourself with a paper towel??? It would do this location good to close down for 2 days and detail the store so the customers can have a better experience. Counters were dirty.They were out of salsa. The tables were dirty. The manager is so kind, and I know it's hard to train young men on how to deep clean detail clean and keep things tidy.

Oh, and their door makes the most awful squeaky squill when someone is going in or out. And I know this just did not start.

And what about the full trash can?When you first walk into the facility,...