Rivas Mexican Grill #2 — Restaurant in Winchester

Their FRIES are the best. I love their Fries- Asen muy bien la comida. Pero hoy no me gusto el servicio!

I am writing to formally express my dissatisfaction with a recent experience at your restaurant. As a loyal customer who has always enjoyed dining at your establishment, I was extremely disappointed by the service I received during my most recent visit.

On 8/17/2024, I placed an order over the phone for an Al Pastor burrito with rice, cheese, and fries. However, when I received my order, it was incorrect—I was given a steak burrito instead. Mistakes happen, and I understand that, but when I called the restaurant to address the issue, the situation was handled poorly.

The person who answered the phone was not only rude and disrespectful but also refused to let me speak. He stuttered throughout the conversation and ultimately hung up on me when I asked to speak with someone else. This behavior is unacceptable, especially considering the fact that I have always had positive interactions with your staff in the past.

I felt dismissed and disrespected, which has left a lasting negative impression. I would like to request a refund for the incorrect order, as well as a formal apology for the poor customer service I received.

I sincerely hope that this incident was an exception and that it will be addressed promptly. I would appreciate a response to this complaint, as well as steps taken to ensure that similar issues do not arise in the future not just with me but to every customer to be treated...

I went here today to get Orchata! I was waiting for 3 minutes because nobody’s in the front. And when someone finally get my order, woman that help me was rude & after I told my order she rudely said “that’s it?” I said yes because that’s all I need. On my way to my car, I came back & told her that it taste like water. So I ask if I can have a powder or milk that they put here to make it taste better. She said “ I don’t know who makes it but yeah taste like water. I don’t know ! She ask me then she can replace another flavor but I’m not familiar w/ those so No! “

But because of her attitude I called on the phone & ask to talk to the manager. She said “ who do you wanna talk to?” I said the supervisor because I have a complaint! To my surprise she said, “ I don’t know the name of the supervisor & I don’t know what time is he coming! “ Hmmmm...Really?? Then give me the number on your main branch. Again she said, “ I don’t know!” Really?? I said, how about the website address? She said, I don’t know! So to my frustration I just said, “ fine!! I’ll find it my self! If there’s A negative 1 star, I would have given it! This place doesn’t deserve to have 1 star at all! All they want is your money & make profit from you. They don’t care about the taste of the food... greedy company who doesn’t have a heart for their clients shouldn’t exist in Las Vegas or...

So...this trip was to get my free order of food - Steak Fries, to make up for a messed up online order from a delivery svc. I paid for extra sour cream and extra salsa. When the food was delivered, all I had was meat, cheese and fries. I didn't even get any of the free green and red sauces that I asked for. Anywho..

So I'm ordering my food and I asked if I could change from fries to nachos. There's no problem - Cool.👍🏽The steak tasted old when I had the steak fries a few days before and I wanted to try something different; same price. Waiting for my food, I went over to the sauce bar, grabbed red and green sauces and lime...(really missed doing that since the Pandemic - you know, self serve 🙂)

Got my food, look good - smelled good. Got home and the steak tasted old, again or maybe the flattop was dirty? I don't know, just tasted off. I didn't get sick, so maybe it wasn't old??

So why the 3 stars if the food wasn't good?? Well I'll tell ya...When I called and told them they my online order was wrong, they did not hesitate in offering a free meal to replace it. That's customer service 😊

I got a story where it took me 2 months to get a refund for an order that was NOT delivered. And this order was placed on the fast food restaurant's website....