Cafe Rio Fresh Modern Mexican — Restaurant in West Valley City

This location is pretty much incapable of getting even the simplest of orders correct. Needing to wait for them to fix something can be frustrating but I also understand mistakes happen (albeit much too often at this one) but the employees here have adopted a policy of arguing with you about their messing up. The last time it happened to me, they messed up my order twice (it was 1 simple burrito burrito consisting of literally just a tortilla, black beans, rice, and white cheese - see, simple!), blamed me for not entering things correctly in the app (I quadruple checked that I did it exactly how I'm supposed to and other cafe rio locations get it right), then refused to remake my food after that because "we didn’t want to waste anymore food" (when I asked them to fix my food both times, I actually requested that they just fix what was already made so it wouldn't go to waste but again, they don't like listening to their customers). I got a lot of attitude from the girl who was supposed to be helping me and the manager was too busy to talk. When I filled out the survey, the responder to that survey lied about Cafe Rio food preparation policy (which I confirmed was a lie directly with Cafe Rio customer service) to make it seem like I was negligent when placing my order and then ignored my follow up measage. The really sad thing is both mistakes were easy to fix. Unfortunately attitude isn't easy to fix and that's going to be the downfall of this location.

The history of errors here is long stretching and at times it's seemed like they've tried to deliberately insult me (like one time when I had specified they make my burrito with white cheese, they made it with yellow and when I asked them to fix it, they covered the yellow cheese in white cheese and rebaked it as if I wouldn't notice the yellow cheese). I already stopped coming to this location any time I had a semblance of a time constraint (like lunch break) because you can guarantee they'll make you late if you want your food to be made correctly. Now I'm just not going to give them the chance to mess up or insult me.

I did reach out to customer service to ensure upper management could be made aware of the situation in hopes that they do get better and others don't deal with the headaches. They said the area manager would could me ASAP but it's been 4 days so I don't think they...

I would give it no stars if I could. I have requested curbside the last 4 times I ordered here. Well all 4 times I had to go inside and get my food. Well today I go in to get my food and it was 5:05pm. Well my order was supposed to be done at 5:00pm. I waited at the to go counter while it looked like the teen age boy and girl were talking way to close. Well after 5 min they finally acknowledged me. The girl said we are waiting for the brisket we just ran out. It will be 15 min for it to cook. Well I order a certain time for a reason cause my husband has to go to work. I get things happen so I was ok with that but not happy. Well I asked the boy and the girl why they dont do curbside anymore and they both said cause it's not my job so we dont care. Well then I proceeded to ask for there manager cause I am not happy cause they were nothing but rude. So one of the workers gets a manager. Well this so called manager comes over and I ask her the same question why do you have the option for curbside if you dont do it. She said cause we dont have staff. I said to her well why couldn't they explain that instead of being rude. She looks at me and says they weren't ever rude to you. So of course her calling me a liar made me mad. She wasnt even there for the conversation at all she didn't hear it. Of course thats going to make me mad. She said you are the one being rude. Well at that time I might have had a tone cause she is a manager. Mangers shouldn't talk to there customers that way. Especially ones that pay 30 to 40 dollars everytime they go there. Well this very rude manager name she said was marissa if that's even her name. Well now I refuse to go there and more then likely wont ever eat at cafe Rio again I will spend my money where they appreciate there customers. This is coming from someone who works customer service and would never ever treat her customers this way. I will also be telling everyone I know not to go to cafe rio either. By all the reviews I read I'm not the only one that is having problems here so why dont you guys ever do anything? Also on the plus side I got home my order was cold and wrong didn't even make my...

Congrats! Frequent customer reduced to NEVER again! Last time, I ordered online and picked it up. One dish, a salad - it weighed a TON! Wasn’t until later I realized why. My salad was so full of water, I started soaking it up with napkins. I ran out of napkins before I ran out of water to sop up! After 8 of your nice sized, very absorbent napkins, I grabbed a roll of paper towels. 8 more there and Guess what?! Yup, more water! The tortilla at the bottom wasn’t designed for holding water. It was absolute mush! Still turns my stomach just thinking about it. Took a long while, but Tonight, I decided instead of ordering online, that I would go in so I could watch it being prepared. Waded through the long line and placed my order just to be told they were OUT of the special. The Special! THE Daily Special and you were OUT? I looked at both signs and the line again. No indications til you get to the point of ordering that it’s OUT. No “We’re making more” or anything that way, just “We’re out.” I let the people behind me go ahead and reconsidered my options. Placed my order and got to the register where I showed a scan code on my phone for another “special.” She scanned it and gave me a total while she was asking questions to a gal at the pick up, talking to two other employees and shoving my stuff into a bag. I asked her for a water cup, retrieved my phone and proceeded to pay. She handed me the receipt without a barcode. I asked “No barcode?” She tsk’d and said “Oh, you shoulda told me before.” Before? You just scanned my phone! Why would you not think I wanted points?! Or is that part of the new scam? Only give customers the points if they remember to ask while you try to distract them with other things? Never did get a water cup. I guess on the plus side, I only needed ONE napkin for sopping up excess water/juices. Used to love Rio and ordered nearly weekly. Won’t be doing that any more. Definitely not High Market...