**Note: edited after my boyfriend reminded me the correct order of phone calls, and ha, it's worse than I originally described.
I think
Taco Rico is really very tasty, solid Mexican - which is why it sucks to write this post where I'm basically going to go on and on about how awful my experience with them recently was.
They offer online ordering for delivery, through eat24hours.com, which is very nice on a weeknight when you're too tired too cook or go pick food up. So we ordered one night last week, got a confirmation email letting us know it would take 30 to 60 minutes, and then.... nothing. We waited that hour, hungry as hell, and nothing.
So we called, and here's where my feeling of "WTF??" comes in. I call and get a man on the phone and explain that it's been an hour, and no food (and we're seriously no more than 1 mile away). I give him the name, and he says (and yes, this is a direct quote), "The driver left 9 minutes ago, he'll be there soon."
Now, if someone tells you that, you believe them, right? That's not unreasonable, right? Except that no driver shows up, no food, nada. Thirty minutes later, my boyfriend calls and this time a woman answers, and she, too, when he gives the name, says that it's on the way. We wait 20 minutes and call back, BECAUSE THERE'S STILL NO FOOD. A woman answers (maybe same one who talked to BF?), and we go through the whole ritual again. Down to her telling me it's on the way. I'm mighty pissed by now and tell her that we ordered TWO HOURS AGO and was told an hour ago that it was on the way, so she stops and asks the name again, I give it, and then she informs me that there's no order under that name.
WTF?
I'm so mad at that point (anger fueled by hunger after a long day at the office, know what that's like?), that I do this freaky thing I do sometimes when my anger is so intense that I can't even burst into a tantrum like I'm known to do: I'm dead calm and am practically whispering and demand to talk to someone else. So the manager gets on the line, and he totally owns up to their massive f*^%k-up. I appreciate that, but the part I can't understand is why someone would tell me the driver left 9 minutes ago, etc., and it turns out there was never an order to begin with.
Basically, eat24hours.com never sent them my order (so they say, except that they clearly state that it's the restaurant that charges the credit card, and sure enough, I had a charge from Taco Rico - two days after this fiasco - on my card, which they credited back the same day), so they simply never filled it. The manager had no clue why I was told (TWICE) that my order was on the way but at least he admitted that his staff was not even checking before answering. And yes, I understand they were swamped that night and crazy busy, and maybe things were chaotic, but... I don't care. I got a confirmation e-mail; I waited patiently; I called - three times total - and staff assured me my food was on the way. When you're starving at 11 p.m., no excuse is going to be satisfactory.
In the end, they offered me a free appetizer next time I order or come in. I'm not one to demand free food or anything like that, but I think my inconvenience merited more than that; and seriously, are they going to remember that offer in two months? I doubt it.
For now, no Taco Rico. I need more time to cool off.
Labels: mexican food, restaurants, taco rico