Jen T.
Yelp
Honestly? Seeing the two star rating here isn't a great surprise to me. There are a lot of nice things about this spot, like they always say in business, "location, location, location!" So having it located in Pflugerville, wherein we don't have to drive in (normal) Austin traffic is super nice! The staff, on many occasions, have been very friendly, and even standing back and waiting for your turn to order, you can see that they treat each other with a more laid-back joviality, than a stodgy, bogged-down fast concept restaurant, where the employees all look like they're almost afraid to breathe, or so busy that taking time out to smile would throw a huge wrench in the works! So, there's all that! =)
However! When it comes to the food quality, we just can't go to this branch anymore. I'm a huge fan of the barbacoa (it's really all I get), a soft shell b-coa with light brown rice and double cheese. For me, that's the perfect bite! Or, I should say that it would be if almost every time we've ordered from them, I haven't ended up with a mouthful of incredibly visible FAT. Gelatinous fat, sitting below that double cheese, with a mouthful will generate an experience no person should ever have to recreate! And, it's not like this has happened once, or twice, or even three times. And it's not like we don't spend about $400/mo with them, because we do! But, no amount of customer loyalty has penetrated the clear need for them to edit their composition! I've asked over and over again for them to fix it, and ... well, nothing is ever done.
On top of that, I'm also allergic to onions, and while onions don't come on the b-coa tacos, I've had several occasions where (maybe they're sticking to gloves or get flung into the wrong container when pulling the rice or whatever, but) I've gotten a huge mouthful of them and after the first few crunches, realize! Only to have to immediately get rid of everything! Because of their lack of quality, I've taken to actually going through each taco individually to try and ensure it's something I can eat. No one needs that kind of hassle in their lives.
My husband, he's the burrito guy in the family, and while he's so laid back it wouldn't never occur to him to complain about things like food, he's definitely noticed that this location has no commitment to consistency. One burrito will be stuffed, as it should be, while the next will be tucked in and small, or really oblong and thin! There's just no telling what you're going to get with this branch!
This is why we only purchase from the Chipotle on Parmer. In the 1700 block, this location is not only convenient for us (it takes me about 10 minutes to get there from Howard), but they are ALWAYS on their game! I've never had to worry about biting into a taco to get that mouthful of gristle and fat! I've never had to worry about crazy condiments sneaking in to potentially throw me into anaphylaxis. ;P
All I can say is that when it comes to the vitality of meeting your customer's needs (not just expectations), this branch has lost our trust.