Cafe Rio Fresh Modern Mexican — Restaurant in Virginia

Not only was my order made incorrectly and missing items, but when I politely brought it to the attention of the manager, Evelyn, she outright refused to remake it. I calmly explained what was missing from my nachos, and even though the employee at the register confirmed the order could be redone, the manager insisted it could not. Instead, she offered to add more cheese and put the bowl through the oven again.

She then asked an employee named Alex to add cheese, but Alex instead added queso. When I politely clarified that I had asked for cheese, not queso, the manager denied that queso had been added—even though both of us had just witnessed it. What happened next was shocking: Alex reached into my bowl with her bare hands, grabbed the queso-covered portion, and threw it into the trash behind her.

Despite this, the manager still refused to remake the order. Alex then responded with an attitude, saying, “I didn’t throw away your chicken — you can come look in the trash if you want.”

When I asked for a manager, I expected the issue to be addressed with professionalism. Instead, Evelyn doubled down on the dismissive attitude, showing no accountability, no concern for hygiene, and no effort to resolve the situation. At no point did either employee offer an apology or demonstrate even basic courtesy.

The conduct displayed by both Evelyn and Alex was not only unprofessional, but completely unacceptable for any customer-facing role. Their behavior showed a blatant disregard for customer service, food safety, and basic respect.

This situation could have been easily resolved with a simple remake of the order and a courteous response. Instead, I was met with hostility and disrespect, turning a minor issue into an unnecessarily negative experience.

I’ve enjoyed Cafe Rio in the past, which makes this experience especially disappointing. I hope you will take this feedback seriously and consider whether this kind of conduct reflects the values and service standards your restaurant...

In addition to the series of disappointments I've encountered, it's worth noting the consistent conflicts I witnessed between Cafe Rio Mexican Restaurant's staff and numerous customers. This recurring issue casts a shadow on the overall atmosphere and indicates a lack of professionalism and customer-focused approach. What's more, it's come to my attention that this place has changed ownership at least a few times, which could explain the inconsistency in quality and service.

As a long-term customer, it pains me to say that I believe this will be my last visit to Cafe Rio. With the myriad of problems I've encountered, including high prices, subpar ingredients, upcharges, negligent service, and ongoing customer conflicts, I can no longer justify spending my time and money here.

For those seeking a better dining experience, I highly recommend considering alternatives such as the nearby Chipotle or exploring the range of other dining options available in the vicinity. It's unfortunate that Cafe Rio has fallen so far from its potential and reputation. Beware they start emptying their specialty drinks a full hour before closing and if you ask them to wait they ignore you and continue dumping the drinks. Final comment they'll even upcharge you on hot sauce which is baffling for already overprice burrito. I spoke to the manager inside the store an hour before closing and he could care less.

Update from last year: Every year I somehow forget why I only come here once—and every year, I’m reminded. The burritos are already overpriced, and yet the staff still skimps on the food, sauces, and toppings like it’s gold they’re handing out. It completely ruins the experience. You’re left with a dry, underwhelming meal that doesn’t justify the price or the wait. For a place that’s supposed to be about bold, fresh flavors, it’s become all about cutting corners. Won’t be making this “annual...

Twice that i have been there the customer service has been terrible. The employees must have been some of the rudest people i have ever met. When you walk in they act like youre a problem to them and that they dont want to help you. The first time i was there this employee didnt make eye contact, but when she did she rolled her eyes. I accidently spilled my drink and i politely let her know that i spilled it and she goes "ugh okay." and rolles her eyes. I let it slide. I come back in the next day to pick up my family some food and the girl behind the counter is too busy talking to the other employees to fully take my order. I tell her i want a Chicken quesadilla but she doesnt pay attention and makes a cheese quesadilla. I tell the man that i said a chicken one and she screams at me down the line "are you REALLY sure you said chicken" and then rolls her eyes (the resturant was full of people so people began to stare). At this point im not having it anymore, i ask for the manager and the original girl from the day before says "for what" and I say i want to speak to the manager. The manager comes over & i explain to her what has happened and she only says "ohhhh its like really busy & like when its busy its just like really busy. So ill talk to them" Which makes absolutely no sense & i know she wont speak to the one girl because theyre friends. The service & food was disgusting, the way they speak to people are awful. They caught me on a day where i was nice, if i wasnt this situation would have turned out differently. Disgusting service. I spent over 50$ and i want a refund. No one should be...