Tortilla Reviews Summary

Customer Service

Pros:

• "Today I was served by Maja and Roxy during very busy time there were super nice, polite and gave me amazing customer service."
• "Had an amazing day today at Tortilla Stratford. The most delicious tortillas, had the best service from Maja made my and my wife's day even better with her magnificent smile."
• "The staff are very friendly and attentive!"
• "Staff are friendly and happy to help you choose from the menu if you are confused like I was."
• "Excellent service and very nice staff. Although very busy but still had time to cater to the customers needs."
• "Lovely employees who work so hard and always smiling, thanks Tortilla!"
• "The staff are really friendly and positive."

Cons:

• "Absolutely so terrible customer service, Samantha was so rude to me."
• "The staff's attitude here sucks."
• "Most of the new staff is quite rude and grumpy to the extent that I'd rather buy food from somewhere else instead of interacting with them."
• "Everytime I visit this branch the customer service is worse than the last time."
• "The service is atrocious. The staff look like they don't want to be there and you are a major inconvenience to them."
• "The customer service was awful. The staff were working on top of each other, and generally treating customers like they were an inconvenience."
• "Customer service is horrendous, both by the shift manager."

Food Quality

Pros:

• "All fresh and very tasty ingredients, especially the mild salsa."
• "Fresh and crunchy seasonal vegetables combined with spicy chicken - delicious, healthy and filling."
• "The burritos & quesadilla’s are still bloody delicious."
• "Food is lovely."
• "The shredded pork was juicy and flavorful, especially with the extra hot pineapple salsa."
• "The best chicken burrito I’ve ever had! Tastes so damn good, very fresh & literally get the same combo every time I go!"
• "Absolutely love their burritos. Different meat options such as chicken, beef or pork."

Cons:

• "Paid 15£ for a very bland burrito. What a disappointment."
• "Few ingredients were missing... Burned chicken and unbalanced sauses left a bad taste on my mouth."
• "The food is always pretty cold, the pulled pork is salty, the chicken is generally pretty burnt and the steak is like chewing rubber."
• "The tacos were completely cold, had a terrible taste, and they had a tiny amount of meat and cheese and nothing else."
• "Couldn't even differentiate between pork and beef."
• "The chicken didn’t seem to have any distinctive taste - a clear lack of flavour."
• "The vegan chilli is not well seasoned."

Hygiene and Safety

Pros:

• "Good value, quick food. The burritos are good."

Cons:

• "None of the workers were wearing gloves. They were touching the food, tills etc. In time of COVID this is unacceptable."
• "There was something sharp in the mouthful of food I had. When I took it out, it looked like a small bone."
• "Was served by Herman today at Tortilla. He was extremely disrespectful when I highlighted that the beans were contaminated by meat."

Portion Size and Value

Pros:

• "However, it is filled up well by the staff and wrapped up neatly."
• "I went for the delicious beef naked burrito with a drink for under £10. Which to me, isn't bad at all."
• "They're one of the cheapest non-mcdonalds/kfc/burgerking style places in the food court."

Cons:

• "They always give a pinch although I spend £7.80 and the chicken is the main thing I am after even after ordering large."
• "For a large burrito, didn’t seem like a ‘large’ one."
• "Their large and medium portion size is exactly the same so don't bother buying a large if you are a women especially!"
• "They portion it badly large bowl is smaller than medium!"
• "But..they give you same portion of food Large/Medium, Naked Burrito, still one scoop of chicken and Rice, same as Medium size."

Staff Communication

Pros:

• "A young lady translate and help me to get my burrito she was good! the customer service was good even though the cue is a bit long however the price was good, I enjoy stratford tortila."

Cons:

• "The staff was rushing me and I had no clue what anything was."
• "Can be very busy so speak a bit louder and do some finger pointing to indicate what you want because the staff English is their 2nd language."
• "The staff don't seem to know the correct names of the food items."
• "My husband ordered a burrito, he was trying to explain the lady what he wanted on it but she didn't stop talking asking him what else he wants really quick such a rush."
• "It's pretty noisy at Stratford Westfield so was hard to hear the staff serving."
• "The workers lack any desire to serve with a smile nor speak clear English."
• "Staff didn't bother to ask if I want lettuce, pepper or other toppings."