Absolute chaos. I stood waiting for at LEAST 15 minutes for an app order only to be told that it wasn't even in the system despite being told it won't be long after they initially checked my order number. Two further team members had also asked me my order number whilst I was waiting and all 3 of them failed to tell me that it was not in the system. In the meantime they had apparently sold out of chicken and guacamole and other customers were waiting longer than me were also frustrated. I waited another 10-15 minutes for my order to finally be started and meanwhile several (larger orders) that had been placed after mine were somehow ready before mine and those of the other customers that had been waiting longer. I only ordered a burrito meal, taco and nachos. There was zero communication and no apparent leadership in place, the teens working there literally could not wait to finish their shifts- with one leaving mid service. They were visibly rolling their eyes when being given any instruction by the lady who I assume was team leader but she was all over the place and visibly stressed also. I haven't even tried the food yet but at this stage I doubt it will be worth it. Editing to add that I was correct in assuming that it would not be worth the wait. The chips in the meal were stone cold and undercooked. Extra toppings like jalapenos and smokey chipotle was missed off completely, the "shredded" beef that I paid extra for was certainly not shredded but instead big chewy clumps of beef, the "guacamole" was literally just rock hard avocado core that still had the peel of the seed attached to the avocado itself. Completely inedible. The saving grace was the taco which was actually tasty but after reading other reviews, I fear for my guts as it was chicken (apparently not sold out?!) and I ate it so quickly because I was starving that I didn't check if it was fully cooked....I guess l will find out in 6-8 hours. I order through the app at 7.42pm and it said 4-6 minute pickup time. I left the store hungry and frustrated at 8.28pm. I am really surprised that after reading all these negative reviews that nothing is being taken on board to make positive changes despite the robotic scripted replies to reviews inferring otherwise. Apparently all guest experiences are valued.... Laughable.
carly radoslav · 2025-12-29