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:03/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  My family and I stopped by Castanedas restaurant for dinner around 5:30 pm on 3/18/24. We ordered a bunch of food, including a rice, beans, and cheese burrito. When the order came, there was a burrito labeled as Conga among many other food items. I did not recognize the name Conga but I was assured that the burrito belonged to us. We opened the burritos one by one and apparently the Conga had meat. I gave it to my brother, thinking it was what he ordered. I went back to ask about my rice beans and cheese burrito and was told it was my mistake that I opened the wrong burrito and started eating it. They were not going to make another one. Everyone deferred to a lady with two red braids. And she appeared angry and unsympathetic.My daughter and I left hungry.

  Business Response

  Date: 03/26/2024

  When these customers came to our establishment, all staff took pride in their order, as we do for all. 
  When the issue first came with their order, staff tried to explain to them that they got all or their food. Their first accusation was that they were missing items. They then got upset because they didnt understand what they had ordered. We have all of our food items on the menu, which also explains exactly what they come with. The female, ******,  got frustrated because she ordered the wrong menu item. When we told her we couldnt give her free food, which is what she expected, she got aggressive. She then has her male companion come up to try and intimidate staff. He brought back a burrito that was completely eaten and demanded we remake it again. This goes against our store policy, which is clearly posted on the wall. In short, it says we cannot remake or exchange food that is over 75% eaten. This burrito had maybe one bite left. This is not an unfair policy, if we were to remake/refund every food item after it is already gone, we would be out of business. Plus, we as workers cannot risk our jobs and livelihood to give out free food. The male with ****** was yelling and being aggressive, in front of a restaurant full of people. We tried to compensate them and calm the angry male by offering a new burrito at a discounted price, but nothing was good enough for them. He continued to harass and yell at staff. We all felt afraid and fearful, because as soon as we couldnt fix their mistake, she had the large male come to scream at us. This male next claimed that the whole entire order was supposed to be vegetarian, which from the ticked ****** provided, you can see they clearly asked for many items with meat. He got angrier, but as previously stated, the menu clearly stated what every single item comes with. It seems as though they were hoping to get the whole order refunded, due to falsely claiming they were vegetarian. We were unable to do that either, because they spend an hour eating every single item given to them. If they are vegetarian, why would they have eat so many meat items completely gone, then claim we made the entire order not to their standard? 
  I do full heartedly apologize that their experience wasnt good, but as a business we could not provide them the full refund desired, due to them eating every single thing they ordered. We hope to see this family again, and fulfill their order needs, without the screaming and intimidation tactics. 

  Customer Answer

  Date: 03/27/2024

   I am rejecting this response because:
  
  The response from ******************** highlights the frustration I have felt all along. Even after me, my brother, and my husband explained the situation, it turns out they have no understanding of what the issue was.

  1. I had ordered a rice, beans, and cheese burrito among other items and Izayah took my order 

  2. when the food was ready it was handed to me by another guy. There was a burrito labeled Conga on it. I did not recognize it but he assured that the burrito belonged to me and was part of the order

  3. when I noticed that the burrito contained meat, I figured it was what my brother had ordered

  4. after all the food came, I realized I never got a rice, beans, and cheese burrito so I went back to the counter to discuss this. ****** remembered that I had ordered a rice, beans, and cheese burrito. However he did not explain why he had entered the Conga burrrito. 

  5. I was told by a lady with braids that I needed to bring back the burrito that was incorrect. So I brought back the burrito my brother had mostly eaten.

  6. I basically sat through dinner with no food. I am the only vegetarian in my family so I did have any dinner that night

  Please correct the following misconceptions.

  1. I was NOT expecting a refund on ALL of the food I ordered that night. I paid for a rice, beans, and cheese burrito and because I did not get it I wanted my money back on just that portion of my bill.

  2. We were frustrated, but never aggressive. We tried explaining the situation over and over and over and we kept getting message that it was my fault when it clearly was not. I had ordered a rice, beans, and cheese burrito. ****** entered a ***** burrito for some reason. When the orders arrived I was reassured that the ***** burrito belonged to me. I found out it contained meat so I assumed it wasnt mine and gave it to my brother. I sat there without food and realized my rice beans and cheese burrito never came. 
  

  I hope there is some understanding of this situation??????

   

  I just want what I paid for my burrito refunded.

   

  Business Response

  Date: 04/04/2024

  Dear ******, please know that we completely understand what the issue is. We were just unable to complete for request of giving free food due to our store policy. This policy was explained to each person spoken to at the time, but I also attached it here for further understanding. We were unable to remake the almost completely eaten burrito, because it would have risked our jobs and livelihood. I do apologize that staff was not comfortable endangering our jobs for this matter, but we hope you understand why, seeing the store policy again. 
  To respond to your commented labeled #1-6:

  1. Correct, this employee did take your order. 
  2. Correct, a different employee brought out your food, this is common and practical at our establishment. We did not confirm the burrito was for your specifically, we have no way of knowing who ordered which food item. We did though, confirm that is was part of your overall order. 
  3. The male companion specifically asked us, How am I supposed to know what I ordered?! We explained to him that the menu goes over what every items contains. We do not explain to the customers what every single item has, unless asked to of course. This was not requested for any item by this group of people. We would have been glad to do so.  
  4. We gladly asked for majority of the wrongly made burrito to be brought back, so we could remake it for them.

  5. Yes, they brought back an almost completely eaten burrito, which we then explained that we could not remake due to our store policy (attached).

  6. The male claimed that the whole family was vegetarian, insinuating now that most of their order was wrong, as most of the food items contained meat. We were very confused at this point, so we asked why order so much food with meat and then eat all of the items containing meat. 
  To respond to your misconceptions #1-2:

  1. The disputed amount of the original BBB claim was for the entire order amount. After being yelled at by the male, we were desperate to find a resolution, so we offered a large discount to remake the burrito, which was declined. 
  2. The male was very aggressive. We were yelled at in front of many other customers in the lobby. It went on for so long, that other staff that werent right next them, heard everything the male was yelling. ********* approached us after to apologize for the treatment they witnessed us receive. We were scared to the point where our only option was to politely walk away, because the male became more aggravated with every way we tried to calm the situation. The only satisfaction would have been to give out free food, which we were unable to do. 
  To further explain the verbal assaults, I attached the males Yelp review he left for our establishment. He made fun of a young male workers D tattoo, which is for a CHILD who unfortunately passed away. Please remember to be kind and not assume. This male also made fun of a teenage boys mustache, I dont have much to say about this, except why? What does a grown man get out of making fun of a young person? This hurt the worker very bad at the time, and further hurt seeing it posted on a public review site. 
  as previously stated, we would love to help this family again, and hope that the next interaction can be received with kindness. As we strive to give kindness and excellence to each and everyone of our customers.

   

  Customer Answer

  Date: 04/04/2024

   I am rejecting this response because:

   

  I will repeat once again, I ordered a rice, beans, and cheese burrito.  The cashier took it down as a ***** burrito.  ********* burrito was NOT what I had ordered.  It was a mistake on Castaneda's part.  I would like my money back, the amount that was charged for a burrito I did not order.  I DO NOT WANT FREE FOOD.  Please return the amount of money that was charged to me for ********* burrito.  If not, please be prepared to discuss this issue in small claims court.  I will make it a priority to set this straight and even drive all the way down to make it clear I should not be charged for an erroneous order.  Please don't print silly signs and point to it as dogma.  Please consider doing what is right, as a business and as a decent person.

  I read ************************* review and it was actually quite compassionate.