Derrick B.
Yelp
I keep coming back here because the food is so good, but the service is absolutely atrocious. This place gets customer service wrong more times than right, and they do it wrong for both dine-in and also pick-up.
The last two times we got our food to go using their app, I have twice requested grilled tacos but they gave me fried. It happened the first time, so I paid attention the second time. As soon as she gave me the order, I looked at the receipt and it said grilled shrimp. I was foolish enough to assume they were correct (they weren't), but I didn't check until I drove 15 minutes home. Now I have to decide whether to eat the fried shrimp (again), or waste my time and gas for them to correct another error?
One of the first times I went in there, it was with my 14 year old daughter and my wife. They forgot my daughter's tacos. I went and told them and they said sure, no problem. Thinking her food was on the way, we started to eat. I had to ask three different people for my daughter's tacos, and my wife and I had eaten our entire meal before my daughter got her food. My daughter ended up taking her meal to go.
Or we can talk about the time they didn't have any soap in the restroom. After standing around for 15 minutes and asking multiple people, someone finally put soap in the restroom. Part of why I had to stand around so long is because one employee didn't want to help. I told her there wasn't any soap in the restroom, and she said that's not "her job" and she pointed to the young woman at the register who was checking out a line of multiple orders.
The bad part is that these aren't the only issues we have experienced. These are all that I remember clearly, but we have left Torchy's and felt like we had a bad experience in more ways than these.
As I said at the start, the food is great. As a manager myself, I would be embarrassed if my staff acted in this manner. I keep hoping the will get it right and they rarely do.