Joyce K.
Yelp
I only like to review restaurants if I only have something good to say (meaning I rarely, RARELY leave a bad review) but today, I was REALLY disappointed by this restaurant. Today was my first time trying Tomatillo. Long story short, we ordered in the restaurant, and as I was checking the bag, the woman told me everything was in there, so I'm good to go. When we got home, we realized they messed up 3 things: one of our tacos was a veggie taco when I ordered fish, and they also forgot 2 of our asada tacos (which we had ordered as a meal for our youngest). We called to tell them they'd made a mistake because on the receipt, there is clearly 2 "items", but it's just blank/dashes (they must've pressed the wrong button or something?Either way, that's not our mistake.) We asked them if they can deliver our 2 tacos to makeup for it so our youngest could eat. They said they didn't charge us for it, therefore, it isn't their problem. They accused us of having forgotten to order it, when it's clearly on the receipt.They'd even asked us if we wanted cilantro/onions/etc on it, and they still accused the situation of being our mistake, saying we didn't order it at all! Also, it says they deliver, but the woman kept saying she cant deliver and that it wasn't their responsibility. She literally told me to order it on Uber Eats if I wanted it. WHY WOULD I PAY EXTRA MONEY ON UBER EATS FOR A MISTAKE THEY MADE?! I even offered to pay for the 2 tacos to get it delivered since we weren't "charged" for it, and they still refused. We weren't given an apology or anything. I've worked in the service industry for years and I've never seen such unapologetic service. It wasn't a difficult order nor was it busy. We wanted to support our local businesses, but I guess some just don't care enough for their customers.
TLDR: They screwed up our order and refused to apologize/make up for it. They accused us of it being our mistake. Extremely disappointing service.