Chacho's

Reviews

• ½☆☆☆☆ Beef Burrito Beef Quesadilla Visited Oct 8, 2021

  Wrong Items, No Dine-In, And A Refusal To Fix The Order

  We spent $33 on a meal and neither of us received what we intended to order. Unfortunately, the problems didn't end with the incorrect food.
  
  I ordered a burrito but forgot to specify whether I wanted chili or cheese queso. In all the years I've eaten at Chacho's, they've always asked which one I wanted, so I expected the same this time. Instead, the employee didn't ask, and I ended up with the opposite of what I wanted. We also ordered a beef quesadilla but received a plain cheese quesadilla.
  
  Part of the burrito mix-up could have been avoided if I'd specified my preference, and I acknowledge that. However, but I was ordering from the passenger's seat of a car, and the burrito was the last item on the menu, which I couldn't even see from where I was sitting. There was no dine-in option, with a long drive-thru line because of it.
  
  When I called the store to explain the mistakes, the employee insisted that she'd read the order back. Neither of us remembered them reading it back. Rather than trying to resolve both problems, I was told the burrito mix-up was my fault for not specifying which topping I wanted. The manager agreed to replace the quesadilla but refused to replace the burrito.
  
  We tried to give them an opportunity to make things right. About 2 weeks later, we returned to get the replacement quesadilla, only to be told that our name wasn't on a list they said it would be on, and that we needed the original receipt. The manager had already agreed to replace it, yet we were turned away because they couldn't find the information on their end.
  
  Between getting the wrong food, the lack of any accountability, and the runaround when we tried to collect the promised replacement item, this was an incredibly frustrating experience. I've eaten at Chacho's for years, but this visit was a major disappointment.

  — Paul