Costa Vida Fresh Mexican Grill — Restaurant in Washington

I usually don't have a bad experience, but in the last few months, the service hasn't been great. A few weeks ago, we waited in line 45 min to order... today, I ordered online because I discovered its faster. Usually, I order the nachos, and they usually don't have it quite ready when I arrive because I work so close. Which is okay with me, because I don't like soggy food. Today, it was done before I got there... which is fine, but NO ONE acknowledged me. Another gal in the "online order line" grabbed her order, and told them I was waiting so they finally asked me to come up. I had asked them to put the pico on the side (which usually they do without me asking) because it makes it soggy when I get back to work, however, it wasn't done.. and the whole top layer of chips were complete soggy mess. I couldn't even eat it. I wanted to take them back, but the line was so horrendous I figured it wasn't worth it.

I also submitted a review which gave me a promo code for a free chips and salsa with my next entree... they couldn't get the code to pull up they said.. instead of offering a solution, they just said sorry it doesn't work. Super disappointed. Picture shows the only edible layer I could eat, and even then you can tell how soggy it is. And it was BARELY warm.

EDITED:

I am very impressed with how they handled this situation. I emailed the customer service email, listed in many other reviews. They got back to me in a few hours, and had the stores manager call me in less than 24 hours. She was very nice and comped me a few meals, and stated that she would speak with her team regarding the issue. That's enough for me to change the review to positive. So happy that she just...

Ordered Costa Vida online to pickup from the Pine View one in St George. Said it would be ready at 6:23. We showed up at 6:25. To be told by the employee at the register, that order is gonna be awhile cause we’re busy and it’s a large order. I said, well it told us to be here at 6:25, his response, ya well were busy. So we stand their waiting 20 mins, when another employee comes over and ask my name also, and then gets the food that was sitting on the counter behind them. She then tells us she just needs the chips and queso. That food had been sitting there since we walked in. They let it sit there for 20 mins, when all it needed was chips and queso. I voiced my opinion on that to the kid running the register, all I said was, I can’t believe you told us our order was gonna be awhile cause your busy, and it’s been sitting there the whole time, that’s ridiculous. He told me to calm down and not raise my voice to him. I didn’t raise my voice, just calmly stated it to him, my wife was standing next to me, and didn’t even hear what I said to him. So, we basically got cold food, that had been sitting on their counter for 20 mins before they gave it to us, and to boot, got home, and it was missing a burrito. We have frequented this location quite often, and this is absolutely the worst service we have experienced at any restaurant in St George.

Update; Had a very nice conversation with their district manager, was very impressed with how he handled what had happened. Definitely hope to have a...

Summery: poor service, poor management, ALWAYS CHECK YOUR ORDER!

Full story: Very disappointed, we ordered our meals online and when we came to pick them up was ignored while waiting in the pickup line for 5 minutes. Once we were finally given our food we headed home and to our surprise they completely messed up every single order. The recipe we’re correct but I’m guessing it can be hard to tell the difference between a salad and a burrito. When i came back to ask them to please fix my order I was again ignored. ( there was only a few people in line) when I was finally treated by a nice kid I explained my situation and he promptly got his manager. As I could hear the conversation going on in the back, I heard the manager being hesitant to come talk to me. When she came to talk to me I had to explain how my food was incorrect 3 times before she said she would start over and redo my order. While I waited the other manager ( appeared to be more of the veteran manager) began to question me again saying you sure this order is incorrect? Again barely holding back my anger said yes these do not match my recipe. The other manager nicely offered me two free meals which was appreciated. The “veteran” manager really needs to be more sympathetic and less questioning I really didn’t appreciate her attitude and truly makes costa vita really not worth going to. I would recommend really any other Mexican restaurants in town as the food is a better quilty and so is the service.

Thanks...