Rosa's Café & Tortilla Factory — Restaurant in Wylie

Review of Rosa’s Café – Wylie, TX Rosa’s Café has always been one of my favorite spots—great food, served fast. However, my recent experiences at the Wylie location have been disappointing, it seems they just don't have the same quality of staff or as well trained as in the past.

The last two times I visited, my order was incorrect. Employees seem more focused on joking with each other than on customer service. While I appreciate a fun work environment, it shouldn't come at the cost of service quality.

Today, I went through the drive-thru and was assisted by a young lady named Joliet. She seemed to struggle with understanding my order, so I provided the item number and clearly stated I wanted the one that comes with queso. She asked if I wanted salsa, to which I said no. Yet, when I arrived home, my order was missing queso—but included a large bowl of salsa instead.

I called the restaurant, hoping to resolve the issue, but was met with an argumentative response. Jolet insisted I had declined queso, which was not the case. She never even mentioned queso when I was in the drive thru—only salsa. When I realized Joliet only wanted to argue, I asked to speak to a manager, an individual named Freddie took over the call, identifying himself as "the manager."

It was immediately clear to me that Freddie could not have been the actual store manager, as he lacked the skills necessary to professionally address a customer’s concerns. When I questioned whether he was truly the manager or simply a co-worker stepping in to defend Jolet, he avoided the question and repeated, "I am the manager at the moment." From the start, he took a defensive stance, talking over me and dismissing my concerns rather than listening. Since he was unwilling to engage in a constructive conversation, I told him I would call back when a real manager was on duty.

As someone in a customer service business myself, I understand that mistakes happen. However, the way a business responds to a dissatisfied customer makes all the difference. A simple apology and a willingness to correct the error would have turned this experience around. Instead, I was met with defensiveness and a refusal to acknowledge the mistake.

If Jolet and Freddie worked for my company, I would place them in roles with zero customer interaction until they demonstrated an ability to handle customer concerns in a positive and professional manner. A customer-focused business thrives on service, not just the product it provides.

I sincerely hope Rosa’s management reads this and uses it as an opportunity to train staff on professionalism and how to handle customer concerns properly. A little courtesy goes a long way in ensuring customers leave satisfied—even when...

My family and i went to Rosa’s tonight for Taco Tuesday. We ordered 3 of the taco plates for dine in and a 12 count chicken tamales to go. We got home and noticed the tamales were pork and not chicken. I called Rosas to explain and they said i could bring them in and swap them out. I was willing to do so until i realized it was already after 8:00pm and it’s a 20 minute drive so that’s a whole hour there and back. I called back to tell them I can’t come back up there. They then argued with me saying they saw the cameras and the wrappers were gold. I said yes they wrappers are gold however these are pork and not chicken. I told them we do not eat pork which we don’t. The lady got really defensive then and said well yall don’t eat pork but you had rice and beans on your plate. Lady the beans went in the trash but that’s beside the point. I ordered chicken tamales and expected chicken tamales. They are not willing to credit me as per the young ladys statement, they get a lot of calls where people call in just trying to get their money back. I explained to her that we both know thats not the case here since i dined in first. I spent money and was happy with our tacos dining in there but highly disappointed when i got home and the fact that i have to go through all of this is ridiculous. She didn’t have a care in the world. I will be taking the tamales back tomorrow as well as contacting corporate. People have no moral values or customer service skills any more. This was actually my favorite location which is why we drive far but we will not be visiting this...

I've tried to give this place a fair shake. The food is actually pretty good but you wouldn't know because you'll never get what you order. I've had them manage to mess up 3 simple orders over the course of just a handful of recent visits (they've had more mess-ups in the past but they were minor). It's disappointing because most of the random orders I have received have still been pretty decent. We had missing plates on 09/02/23 and again on 10/19/23. The 09/02 visit we called and spoke to the manager, Freddie, to ask for a comp for what wasn't included in the order (we are happy to pay for everything we actually received). After a back and forth conversation for 10 mins he finally agreed to refund the missing plate for $7.03. It wasn't much but it was more about the principle. We were told it would take a few days to show the refund on our credit card......here we are over a month later and nothing. We called back and it's like the conversation never happened. We gave the place a final chance and they screwed up one last time. I'm done trying at this point and can't recommend them. They've lost my business and if you decide to give them a try, avoid the drive thru and go inside so you can correct the order on the spot. Otherwise, just assume you'll get a different menu item or be missing something by the time you get home. Again, the food isn't bad. Accuracy is about as good as having a toddler take your order,...