Tortilla - City of London,Westminster

The assistant Manager Ma le was super rude. I visited Tortilla Victoria on 17th Feb 2023 at around 17:30pm. I ordered MEDIUM pork burrito to go without any extras which should costs 7.20, I asked a staff member to get a hot sauce before I paid (cos I wanted to have a hot sauce on the side the staff might misunderstood that I asked a extra hot sauce, which is totally understandable situation. and I showed him my student discount. For payment, it was 8.40 total and I asked the staff why is more than 6.48(with student discount ? And the staff said because I ordered extra sauce. There were more customers waiting behind me for payment so I just paid and left. But I felt this was overpaid so went back there shortly and explained to one of the staff members what happened. He told to his assistant manager Mag and the she was REALLY RUDE. She asked me if I got the extras and I said no but showed her the sauce and explained about that (FYI, before payment no one told me sauce would charge me 1.20 even though it 's on the side I said no for sauce at the first stage to get the sauce on the side . Even though they forgot to put student discount and charged me even more for free sauce, she didn 't say sorry to me single time. She said she will refund me 1.20 (again, without no single apology , I asked her, I should also get a student discount. She said, No. Too late, because you already paid. She even treated me like it was my mistake. I 've never had this kind of experience before in London, was totally horrible. She was really really rude to me. I have an experience working in customer service before for over 5 years so I promise you that I 've never been to rude to any staff in customer service in my life. I even felt it could be a racism? Because she really treated me horribly. She even looked upset already before I talk to her. I have no clue why she was so mean to me, and I only can think of my race and this makes me really sad. I am Asian woman. I 've been in London over 6 years and I NEVER had this kind of experience in restaurant/food take away place. I couldn 't stand her rudeness so I just asked her I don 't want this food anymore, please refund my money back. Honestly I really didn 't want this thing happened to me. I asked her name, she ignored. I asked her my refund receipt so I found out her name on receipt. I really don 't want this happen to other customers. It was really horrible experience.

Terrible service with a very rude manager. Huge queue but no interest in serving customers. Food Held at ambient temperature so real food safety risk. Avoid at all costs.

Had a great day out. Lots to do. Great value for money. The food is great. the staff are polite and great customer service

Very poor customer service, never seen 3 people serving two lots of customers so inefficiently or rudely. Uniforms unclean, it was the end of day but not a good feeling about the meal we were about to eat. Sat down to a broken table. Better to have chosen somewhere else, there’s so many others to chose from here…

Hi I was getting a burrito at about 1515pm today. I asked for medium coriander rice pinto beans no meat or veg. Was asked for sauce I said no just onion lettuce. So price was £6.20. Got to.till he said over £7.00 . I said it was medium he said you have guacamole. No I was never asked did I want it or even I never said or asked for it. I said forget it don't want it I will not be ripped off the guy on the till was not bothered. I left never paid. That was a bad move on your part and will let my experience be known. Your loss. Bad customer service. Con merchants.