Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a $40 order and when I got there they had no chips. They offered a cookie or brownie to replace them or offered a refund. I said I wanted a refund but did not realize it was for the full order so waited for the food in the drive thru. The employees did their due diligence and re-made the food and told me to come back and speak to the owner the next day for the refund as it has to be done online and they were unable to do anything else. I went back to speak to the owner, and she swore at me the whole time. Supply chain issues or not, this is not the way to speak to a customer. I expected a refund for the chips and nothing else if I was unable to get them. The owner was very rude to me and told me that “*** ******* ******* **** ** * ***** **** ***** *** *** ******** **** * ******* *** ** ******* The swearing continued through our whole conversation and asked me if I was an “****”. I can’t even imagine how her staff gets treated if I am treated this way. Currently I am waiting to get this refund.

  Customer Answer

  Date: 14/11/2022

  I have contacted the territory manager and he had mentioned that the owner felt bad about what she had said to me.  He offered me a coupon for Mucho Burrito food (which I never received) and offered his apologies for the way I was treated.  It turns out someone else gave a negative review to this business as they had heard the conversation between the owner and myself.  I have received a refund for the full meal in the meantime.  This however was less of a concern for me than the way I was treated as a customer.  I will not be returning to this place of business and have advised everyone I know to avoid going to this Mucho Burrito.

  Have a great day!

  ****** ********

  Business Response

  Date: 14/11/2022

  A full refund for the guest's entire meal was provided within less than 24 hours and long before BBB's involvement. See attachment. A confirmation email of the refund was sent upon refund. Rest assured, that I will ALWAYS refund a guest when warranted or if there isn't 100% satisfaction. 
  
   
  
  This guest is NOT welcome at our establishment. We will not accept mistreatment of our team by guests. I received the account of the guest's harassing and verbally abusive manner towards the team from the Supervisor in writing the same evening. I followed up with my team the following day to have the account described to me by multiple team members. All felt that the guest was being abusive and harassing-over a bag of chips we did not have in stock . As it is in hospitals and offices throughout the city, we will not accept or tolerate mistreatment of our team members by guests and they will be asked to leave and not welcome to return in the future. 
  
   
  
  Thank you, 
  
  ******