ComplaintsforQdoba Mexican Grill

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a *********** mini bowl at 8pm on Saturday night. I noticed the steak was gone and asked if I could substitute chicken. He said "yes" He types the total for the mini bowl into the system but I call out "that's not all, I want to add on to that order." He comes back, and I start my burrito order. He ran out of rice and asked if I wanted to sub that too. I said "no, that's fine, just skip it." I then asked for queso and he said, "we don't have that and it'll take 30min to make." I said okay...and asked for cilantro. He said "we don't have that either." At this point, I said, "Sorry. I know we're halfway through building this burrito, but considering you're missing most of the ingredients, I don't want it anymore." The manager says "so just [the bowl] then?" I say yes, and he says "your total is $8.41" then I put my card in to see the total suddenly change to $12.16. I look at my receipt and notice a $3.85 charge for chicken. I asked why he charged me extra for chicken. He said, "it's policy." I said, " no, I substituted chicken in place of steak. This total makes it look like I ordered steak, shrimp AND chicken. That's what this charge means. It's charging for items I don't have." He says, "well, you saved money though. It's cheaper than what your total would have been." I said, "No it's not. A mini bowl is $7.35 This bowl is the price of a full bowl without nearly the same amount of product as a full bowl. How is that cheaper?" He says, "It's still cheaper than what your order was going to be." Meaning the discarded burrito I didn't end up ordering. He was mad that I wasted half a burrito, so he got me to pay for it. I said I'd be speaking with his manager, to which he said "I am the manager " so I said "I'll be speaking to your franchise owner then." To which he replied, "I'll speak to them myself!" I say, "no you won't because you can't even properly manage a kitchen." And walked out.

  Business response

  03/19/2024

  Thank you for passing along the complaint and allowing us to respond. It appears that there has been a significant amount of error on our employee's part along with some misunderstanding from the customer around our food offerings. First, the employee in question is not a manager and I am unsure what led him to state that he was a manager besides tensions seemed to be running high between him and the customer. We have discussed the encounter with him and actions have been taken to protect from similar situations going forward. Second, I am unsure why the store was out of so many offerings so early in the evening. I know the night manager had called in sick, but that is not an excuse to be out of so many options. We are investigating this and following up with the necessary training. Third, the employee in question failed to explain to the customer that we do not offer a surf & turf mini bowl. Because of the limited size of a mini-bowl we are unable to adequately serve our surf & turf option in such a small offering. Customers are allowed, however, to purchase a shrimp mini bowl (which comes with 4 shrimp) and add the additional protein they are wanting to purchase (an additional charge of $3.85). This is, as shown on the receipt, what the employee did for this purchase but his way of handling the situation and communicating the purchase (and our offerings) was inappropriate and inadequate. We are saddened that this employee's frustrations and negligence has caused the customer so much grief and hope that they allow us the opportunity to provide great service sometime in the future. 

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