Surcheros - Warner Robins — Restaurant in Warner Robins

I had an extremely disappointing experience at Surchurros Warner Robins that has made it clear I will not be returning. On this occasion, I ordered a loaded chicken quesadilla with sour cream and pico de gallo on the side. Despite my specific instructions (clearly written twice on the ticket), the toppings were placed directly on the quesadilla, making it inedible for me.

This is not the first time I’ve encountered issues at this location—on November 8, a similar mistake was made with my order. There was also the time they gave my family and I burned food but covered by placing the burned side down which caused us to discover this only once we were home. I tried to give the restaurant another chance, but this most recent experience sealed my decision to stop dining here.

When I called to address the issue, a young lady offered to either remake the meal or provide a refund. I politely requested a refund due to the repeated mistakes. A second person, Kira, then took over the call. I explained the situation again and why I preferred a refund over a remake. Kira insisted that I drive back to the restaurant to receive the refund, even after I explained that I lived far away and my husband was at work. I provided the order number (as I paid via the app), but she maintained that I had to come in person.

When I arrived at the restaurant, I returned the food and requested my refund. Kira initially attempted to refund only $11.13, which was less than the $14.98 I paid. When I showed her my receipt from the app, she acknowledged the discrepancy but claimed she could only process the lower amount. She then left to call her manager and returned with a new explanation: I couldn’t receive any refund because I needed to request it through the app. However, I did not see the option in the app for requesting refunds. When I asked for assistance with locating the option for refund it was not provided.

I asked Kira why she had me drive all the way to the restaurant if she couldn’t provide a refund, and she had no answer. When I asked if her manager was okay with me leaving without a meal or a refund, Kira confirmed that both she and her manager were fine with it. I requested the manager’s business card or direct contact information, but Kira said her manager had instructed her not to give out his personal information and that he instructed her to tell me to come back to the store on Monday after 10:30 AM if I wanted to speak with him.

This most recent experience as well as the past experiences has made me lose all trust in Surchurros Warner Robins. Their inability to follow basic instructions, paired with their dismissive and unprofessional approach to resolving their own mistakes, is unacceptable. I will not be returning and would caution others to consider their lack of accountability and poor customer service before...

I had an extremely disappointing experience at Surchurros Warner Robins that has made it clear I will not be returning. On this occasion, I ordered a loaded chicken quesadilla with sour cream and pico de gallo on the side. Despite my specific instructions (clearly written twice on the ticket), the toppings were placed directly on the quesadilla, making it inedible for me.

This is not the first time I’ve encountered issues at this location—on November 8, a similar mistake was made with my order. There was also the time they gave my family and I burned food but covered by placing the burned side down which caused us to discover this only once we were home. I tried to give the restaurant another chance, but this most recent experience sealed my decision to stop dining here.

When I called to address the issue, a young lady offered to either remake the meal or provide a refund. I politely requested a refund due to the repeated mistakes. A second person, Kira, then took over the call. I explained the situation again and why I preferred a refund over a remake. Kira insisted that I drive back to the restaurant to receive the refund, even after I explained that I lived far away and my husband was at work. I provided the order number (as I paid via the app), but she maintained that I had to come in person.

When I arrived at the restaurant, I returned the food and requested my refund. Kira initially attempted to refund only $11.13, which was less than the $14.98 I paid. When I showed her my receipt from the app, she acknowledged the discrepancy but claimed she could only process the lower amount. She then left to call her manager and returned with a new explanation: I couldn’t receive any refund because I needed to request it through the app. However, I did not see the option in the app for requesting refunds. When I asked for assistance with locating the option for refund it was not provided.

I asked Kira why she had me drive all the way to the restaurant if she couldn’t provide a refund, and she had no answer. When I asked if her manager was okay with me leaving without a meal or a refund, Kira confirmed that both she and her manager were fine with it. I requested the manager’s business card or direct contact information, but Kira said her manager had instructed her not to give out his personal information and that he instructed her to tell me to come back to the store on Monday after 10:30 AM if I wanted to speak with him.

This most recent experience as well as the past experiences has made me lose all trust in Surchurros Warner Robins. Their inability to follow basic instructions, paired with their dismissive and unprofessional approach to resolving their own mistakes, is unacceptable. I will not be returning and would caution others to consider their lack of accountability and poor customer service before...

Food portions were great, it was a little slow moving for some reason? Might need to consider two register at the end when busy.

I loved the flavor of the rice.

The only thing I wasn't happy about was the fact that one of the girls making online orders that was making someone's steak burrito, ate a piece then proceeded to turn around to look to see if anyone was watching and we made dead eye-contact.

As someone who has worked food service, I understand tasting food is important, but for the love of all that is good in this word, CHANGE YOUR GLOVES, after doing so.

I also want to make the comment that some of these reviews are literally ridiculous. Some of you are so entitled. It's a new location and sometimes things take a while to get a handle. Like how much needs to be prepped for the day, yeah, they may run out of stuff, you chose to go during the last hour before closing, boohoo. If online orders weren't available, did you consider they may be under-staffed? People call out in food service ALL THE TIME. Did you consider their service that provides online orders might be down?! Toast is notorious for dropping availability to do online orders, like for real, grow up.

Anywho, my review stands for improper training and food-safety training/cleanliness. I do intend to continue visiting and my review may adjust due to...