SB
shantana burrell
Aug 20, 2026
I am updating my original review because I gave this location multiple chances and the experiences got worse instead of better.
My first visit was disappointing. I drove about 20 minutes just to try the restaurant, the service was extremely slow, and people who came in after me were leaving before I was finished. I considered leaving too. The staff were not very friendly, and I did not receive the pita with my meal. No one told me I had to specifically ask for it. Compared with Chipotle, the service here was slower and less welcoming. Also I called after my first poor experience I didn’t say anything in person smh
I still came back a second time because I wanted to give them another chance. It was raining and storming, there were basically no customers inside, and I still was not greeted or properly acknowledged. I paid for my food anyway despite being unhappy with the service.
Today was my third and final visit. Again, I was not greeted. I asked about getting an additional side and specifically OFFERED TO PAY FOR IT. I was told I could not purchase an extra side, so I decided to swap one of my existing sides instead. An employee appeared to have an attitude about it, and I said the policy made no sense to me. I am allowed to have an opinion about the service and policies when I am a paying customer.
The manager, whose name I was told was Bill or Bob, then became argumentative instead of simply explaining the policy or resolving the issue. In front of other customers, he said I “did the same thing last time.” What did I do? I made a complaint about poor service. That is my right as a customer.
His comments also came across as though I was trying to get something for free or did not have money. I had money to pay, and I specifically offered to pay for the extra side. I do not need free food from this restaurant.
When I walked out, I did not initially realize the food bag was still hanging on my arm because I also had my handbag with me. Once I realized I had walked out with it, I was not going back inside after the way I had just been treated. I left the food right there in the parking lot near where my vehicle was parked. I did not take it home or keep it. My vehicle has cameras showing where I left it.
What concerns me most is that this person is supposed to be the manager and example for the younger staff working under him. Some of these employees may be teenagers, recent graduates, or young adults learning customer service. Instead of modeling professionalism and conflict resolution, they watched their manager argue with a customer. When I said I would report him, his attitude was essentially to go ahead and report him.
A good manager would have recognized that I had already returned after a poor first experience and tried to understand why I was having another problem. Instead, he used my previous complaint against me.
There are also ongoing issues with this location. Service is slow even when there are few customers, the line and ordering process are poorly organized, and I have had concerns about food quality. The fish I previously received was disgusting, and sour cream given with a child’s meal did not seem fresh. My organization has also ordered large amounts of food from this company before, which is how I became familiar with the restaurant, and we have had concerns at times about food not seeming fresh.
Customers and organizations have choices about where they spend their money. You also never know whether someone walking in represents an organization, is considering a large order, or is simply a customer willing to give your business another chance.
I have already contacted corporate and will be following up again because I do not believe this manager demonstrated appropriate leadership or customer service. After three visits involving slow service, lack of basic greetings, food-quality concerns, and now an argumentative manager, I have given this location enough chances. I will not return and cannot recommend it.