Hot Head Burritos — Restaurant in Windsor Locks

Went here to pick up an online order. Was greeted with a friendly cashier, telling me that the order I was picking up was not made because the items on the side needed to be charged. I asked which items and he showed me. I previously had picked up this same order before with no issue. I asked if anyone was going to contact me to let me know as I could’ve come at anytime, from anywhere to pick it up and it not be made. He said no. I said ok. I asked if this could be corrected next time as I’m picking up the order and cannot modify it. He said no based on what his manager stated. I asked if I could speak with her. She came over and I asked her the same question about making the order this time as it did not charge for the items online. She said no but she could make it without them. I said again that I can’t edit someone else’s order and I tried contacting them. Once they called back I let them know about the issue. They asked to cancel their entire order. She said she would do so. Once she started trying to cancel the order, she immediately started having system issues. She called someone she referred to as the owner and had a clear attitude with him on the phone as he was trying to assist. She slammed the phone down and made smart remarks as I stood there among other customers. She hung up and said at the moment I can’t refund it and they are working on it, no time frame or anything. I asked ok so if that’s the case can we just make the bowl and move on to next time. She said that’s her only resolution to wait for her owner to figure it out. Again no time frame. I asked can she call to see if he would allow it or have another resolution. She began ignoring me, while taking other customers. I asked if I could have her corporate number after a few minutes and she said “it’s in google”. People like this are definitely not made for customer service and people serving. I left after deciding to finally recording her ignore me and another, uninformed, employee said that I would be getting it, when I didn’t. No refund/no food. This is also why local business gets a bad rep over some of the bigger chains. Not enough training for staff in...

Beyond upset we didn’t read reviews before purchasing from the Windsor Locks, CT location. It was the first time my boyfriend and I had ever been and we were looking forward to trying it out. The first red flag was that the majority of staff members had extremely long hair and were not wearing hair nets. Second red flag was that staff members were not wearing gloves and flipping tortillas and touching other food items. Third red flag was that one of the staff members was extremely rude throughout the ordering process when my boyfriend asked what toppings he could put on his burrito (all of the toppings were covered in their containers and there were no visible listings on the menu). Staff continued to act rudely and sighed when they were asked to toast the burrito. When we got home and started eating our food, low and behold, there was hair found in our meals. The sad part is that we liked the taste and quality, but we will never come back after this experience. I have worked in retail/customer service for years and I have never had such a negative experience as this one. The staff/management at this location on 1/16/21 need a lesson in...

I drove 20 minutes on my lunch break to pick up an order I placed online. They could not find my order and when they finally did it was voided by their boss since the meal options was not supposed to be online in the first place. They never bothered to send a message or call letting you know that they voided it, and the charge was still showing on my credit card. I asked them to honor it since I drove all the way out here to try their place out and I was informed that they would not do that, I even offered to pay the price they originally had on their website and they still refused. They said that what I had should cost more and that they’ll charge me more to make it. I mentioned that my card wasn’t even refunded and that I am trusting they will refund the original payment even though it was not showing. They gave me an excuse saying it would show by end of day, but my card shows charges refunded within seconds, hopefully they do. Mind you this would be a difference of $1-3 on the meal Needless to say this was my first and last time ordering from here. Obviously the business does not care to obtain...