Cafe Rio Mexican Grill

Reviews 6

WI

Will Shields

It is a shame that I have to even give one star to leave my review. Last nights experience with Cafe Rio... Wanting to use the convenience of phoning in an order became a nightmare. After repeating myself FOUR times the operator couldnt get a simple order of 2-salads and 2- large drinks correct. So I asked to speak to the manager, only to be told "I dont know how to do that". Took my name and number telling me she will have the manager call me. No call. Called back and this time I was put on hold. While all this is going on, I am driving to the store. The manager finally answered the phone while I drove from downtown to Taylorsville as was standing in the lobby and I watched her walk to the back of the store talking to me. Not once did she offer to see me in person but just explained/excused that phone in orders are handled by a call center and then sent to the store at no point offering in anyway to make up for the incompetence I experienced. Stay tuned. It gets better... Part 2. Called "Customer service" after my experience and due to after hours, left name and number telling them this is not a congratulatory call so call me ASAP. Next day, nothing by 11:30 am so I call back "during business hours." Recording. Left message. 12:15 pm. Recording. Left msg. Called right back and FINALLY reached a human pressing for the receptionist who explains to me that their customer service "department" consists of ONE PERSON. Again, left message this time explaining I would really like to discuss this via private phone call rather than reaching out via Facebook and social media...you are reading this so you see which course they chose. Costa Vida here we come!

---

AL

Alexcis Howard

I wouldnt even rate 1 star if I could. Not impressed. The food is mostly great but the customer service SUCKS. My order was not too complicated. I ordered a vegetarian burrito (only beans and rice) with hot sauce, black beans, enchilada style. The guy made it correctly at first but he put chicken on top of it to mark the burrito as chicken. The guy before ordered a chicken salad, so this employee was not paying attention. When I stopped him saying "You put chicken on my vegetarian burrito" he hesitated and said "Oh.. its okay you can just pick it off" and moved on the the customer behind me. I was shocked with his response and now I was pissed off. Before he said that I was going to say "its fine this time Ill pick it off, just pay attention next time" but once he said that I asked the next employee, who was much more pleasant, to remake it and he happily did which was great. But "its okay you can pick the chicken off your vegetarian burrito" is NOT what you say to a customer ever! Instead he should have offered to remake it rather than being lazy and careless. Not only this, but the employees are so slow and lazy that I stood in a short line for nearly half an hour before finally ordering. Anywhere else a line like the one I was in would only be 5-10 minutes. Cafe rio is going down the drain

---

BL

Blake Shellabarger

My wife and I Went for a Birthday dinner here on 7-19-2014 and it was the second time we had been there. The food was as good as the first time. I dont like the "Slop The Hogs" style of serving that they have. All the sauces run together and they put the fresh lettuce and tomatoes on top of all the saucy mess. Now the service was very rushed and they seem to ask what you want but dont care how you want it. Its very rushed and confusing. They dont let the customer know or educate them on how it works. They just push you through the line and before you know it your at the cash register and half your order is messed up and not the way you wanted it. "What else-What else-What Else" they ask you!. The menus are hung up so they are behind other customers waiting in line so you cant read them fully. The line is rushed along so fast you have no time to make up your mind on what your order is. My suggestion: Slow down the service, Educate the customers that are new, Let them know how it works and make them feel comfortable so they can order their food the way they want it. " online ordering to go" might be a different experience, but we will not be going back, ordering at the counter and going through that cafeteria line.

---

TJ

TJ Van Cott

Absolutely unacceptable customer service. Online order was not only cold when we picked it up, but we discovered as soon as we arrived at our house that the salad dressing ordered with the salad was missing. My wife first very politely called the restaurant and asked what they were willing to do, as by the time I could return to retrieve the dressing - which they of course omitted from the order despite it having been clearly requested online - both orders would be cold and inedible. The offered her a voucher for a free dressing upon our next visit. Wow. Upon explaining that I would be charging the order back on my Visa card if I wasnt granted a refund and hot food upon driving 3 miles back to the restaurant, I was very rudely ridiculed for wanting good customer service and hot food in exchange for my now cold food. All due to their mistake. Not even the alleged "manager" was willing to remedy the situation, so now myself, my wife, her entire family, and my friends will no longer be doing business with Cafe Rio. Congratulations, you imbeciles have lost $1000s of revenue by failing to properly remedy a clear-cut case of employee negligence.

---

MI

Mitchell Cannon

DONT CALL AHEAD!! JUST GET IN LINE. THEY CANT MANAGE TAKE-OUT. Excited for a special meal, I called ahead so we wouldnt have to wait in line. The voice on the other end of the line explained it would be 20 min. Twenty minutes later I walked to the back of a long line that wasnt moving. I watched as customer after customer entered and exited the normal line. Forty minutes later, I finally walked up to the take-out register and said my name. "Sorry, our orders are behind. Do you want to wait?" SERIOUSLY??? I called an hour ago and you couldnt put together two pork salads? I watched 40 walk out the door while standing here in line. She explained that they could have my food ready in 15 minutes. No offer to make up for the ridiculous wait. Three times as many people must have moved through the other line while we stood there. What kind of manager allows such a ridiculous failure? They dont know how to balance their resources to move people through quickly and maintain the convenience of calling ahead? That is terrible management. I wont be rushing back to this location.

---

KE

Kenny Jensen

I have lived in the area for over 15 years so i have been a customer to this location many times and have had many problems over the years with customer service. Today i ordered online while at work because it is urgent that i am on site in case of an emergency. Cafe Rio is 2 stop lights away from me and my order said it would be ready by 7:15. I arrived at 7:20 and still waited for 15 minutes. There was no line when i got there and it wasnt very busy like it usually is. While waiting, a line did form and 5-6 people got there orders before me still. I finally received my order and had my punch card stamped however, the employee stamped over a previous stamp and insisted that it would still be valid when it comes time to redeem it. I asked if he was sure and he said he was but i have my doubts. For many years customer service has fluctuated from bad to okay but it has never been up to par even with the pay rate for employees higher than most in the industry.

---

---