Freshta S.
Yelp
I had to wait a whole day before writing this review to actually identify if I was hangry or justly upset about my service experience. A day later and I can conclude it was the service. This 1 star review is geared towards Gloria, the manager, who addressed my concern in a very unprofessional manner. To preface, I've worked in the food service industry before and know when to accommodate the customer, especially if the customer is not being rude and has a reasonable complaint.
After a long work day, I chose Rubios over Chipotle for their impossible burrito. The employee taking my order suggested the California burrito and that's what I went with. I took my order to go, and when I got home to take a bite, I immediately spit it out. The texture, consistency and taste mimicked carne asada. And I know what you might be thinking, "no duh it's impossible meat," but I'm a vegetarian of over 10 years and use impossible meat in my cooking. This didn't look like any impossible meat I've ever cooked or tried at restaurants. So, I called Rubios and spoke to Gloria. I told her that I believe they gave me carne asada/steak instead and she said no it's just impossible meat. She also asked if it looked crumbled like ground beef and I told her no, these are chunk like meat pieces. Regardless, she told me to come back to the store and will make me a new one, this time I asked her for a California veggie burrito, no impossible meat to ensure there's no mistake again. She told me to bring the original burrito back and hung up. Mind you, I'm tired after a work day and instead of just offering compensation she told me to drive all the way back to the restaurant. I came back to the restaurant handed her the burrito in the plastic bag and she picked it a part on the counter next to the register and told me "no, that's impossible meat. I knew it because I saw the chef cooking it." Even though she didn't mention seeing the cook make it during the phone conversation I had with her, or acknowledging that it did not have a crumbled texture but was chunked pieces as she picked it a part with her fingers on the countertop. At this point I just agree and tell her thank you for accommodating and making me a veggie burrito. When I asked if I can be provided the price difference (impossible protein is the most expensive on the menu) she checked it on the register and told me no. She mentioned that because California burrito doesn't have the option of "veggie" and only steak, chicken, impossible meat....she would charge me for the no meat option (again most expensive) for a veggie burrito ($15). At this point I say ok and leave extremely disappointed with how she handled the entire experience. Wish I would have just gone to chipotle.
The Intention of this review is to kindly suggest customer service training for the manager at this location.