IJ
imani jackson
Jul 6, 2026
I had a very disappointing experience here that started with a food allergy mistake and ended with some of the worst customer service I’ve ever received.
On June 24th around 10 p.m., my partner and I ordered food, including nachos. Before ordering, we clearly informed the employee taking our order that my partner has a dairy allergy. We specifically asked what ingredients came on the nachos and requested that all cheese and dairy be removed. I even asked about the sour cream, and he told us it came on the side.
When we got home, we discovered the nachos had a white sauce on them. We returned to the restaurant, where the same employee admitted it was a tomatillo sauce that contains sour cream. This was never disclosed, despite us making the allergy clear before ordering.
I politely asked if the nachos could be remade without dairy. Instead of handling the situation professionally, the employee became argumentative, said “okay,” rolled his eyes, and walked away without explaining anything. Another employee calling herself the manager then came to the counter, and I had to explain the entire situation again. She eventually told me they could not remake the food and offered a partial refund.
The situation only escalated from there. The original employee returned and repeatedly insisted he had told us about the sauce, which simply was not true. Rather than acknowledging the mistake, both employees argued with me and even claimed I had come into the restaurant with an “attitude,” despite my remaining respectful while trying to resolve a food allergy issue.
As I was leaving, after being told to keep the nachos, this “manager”/employee suddenly called me back and she said they needed the food returned because I had received a refund. She then grabbed my arm, took the container of nachos from my hand, and threw it in the trash in front of me. I found that behavior completely unnecessary, unprofessional, and humiliating.
The most concerning part of this experience wasn’t just the poor customer service it was the failure to take a food allergy seriously. A simple mistake could have been resolved with an apology and a remake. Instead, it turned into an argument and an embarrassing confrontation.
I hope management addresses both their allergy protocols and the way customers are treated when issues arise. No one should be spoken to or handled this way for trying to correct an order involving a food allergy.