Don Tortaco Mexican Grill #21

I 'm not the type to leave bad reviews or complain but the service today was horrible and I feel the need to complain. My family went through the drive thru and ordered 2 nachos. One with no Pico, no guac, and one regular. The lady in drive thru is obviously new or just simply doesn 't understand what was being said or how to take an order. My mom had to repeat herself several times and still received the order incorrect. When arriving to the window, asked to pay $20 cash and the rest on card. The lady was so confused and looked scared like she had no idea what was being asked.ALSO not to mention she ordered a REGULAR pepsi and when getting her drink at the window she noticed it was DIET. so she asked if she could get a REGULAR pepsi and the lady comes back with another DIET. When my family got home there was nothing but meat beans and cheese on both nachos. So when arriving home she called to speak to a manager but no manager was available at the time and she informed the cook that the order was messed up and he replied I made them! My mom replied yes but it 's not how I ordered it. He said bring it back. And she asked if she could get a refund or credit for next time and he hung up! We have not had issues here in a long time and this has been our go to don tor taco and I hate to complain but this was uncalled for. We don 't live close so of course we don 't want to waste the gas to have to go back when the order should of been correct the first time after repeating it multiple times. It 's not hard to get two items right. I 've worked in the fast food industry for 6 years as a manager and this is not how you treat customers. If the order taker can 't take a simple order then maybe either train them better or wear an extra headset as the cook to pay better attention to whats being ordered OR don 't have them take orders at all because I wouldn 't be surprised if everyone 's order was wrong today. ALSO hanging up on customers is unacceptable behavior and if I were your boss I would 've fired you on the spot.

This location seems to ALWAYs find ways to disappoint. Either it 's the food or their services. Went here last night (11:30pm), they already had a traffic cone blocking the drive-thru. Saw an employee emptying out the trash. I asked why was the drive-thru blocked ? He said we 're closed . CLOSED on a Saturday night !?! Neon sings says open 24 hours. They were even promoting a few months back that they 're back to 24 hours officially.Don 't waste your time here. Granted it 's convenient, but every time we want to give them a chance to redeem themselves. They always find a way to screw things up.

So understaffed. Went through the drive thru and it took forever. There was only one other person in front of me so it's not like they were crowded. They literally only had 2 people in there.

The service is always amazing, food is always terrible. I decided to give it another shot lately because I was really craving a chorizo burrito but I really wish I hadn't. The texture of the meat is what I can only imagine what canned dog food feels like. It was honestly really disgusting and absolutely no flavor or seasoning. Like not even salt. Also, I bit into a huge piece of egg shell so I know there's no way they are even trying over there. I threw it out, went to the grocery store and made my own. I don't know what kind of bulk processed animal parts they're using but they can't even season them right and try to pass them off as food. Last time we went there (a few months ago) my daughter just wanted rice and beans. Like basic Mexican food staples and the rice had no flavor and the beans were also flavorless and like glue consistency. The tortillas are honestly the only thing that's ever been edible. The manager needs some serious overhauls done to this place.

I gave 5 stars because I feel the rating here is extremely undervalued. Consistent quality food close to home and friendly service. This is my favorite location.