Update: Cafe Rio just posted this response to my post here in the comments below: Amigos… This is the Cafe Rio Corporate office here, and let me say….Ouch, NO BUENO! Not only did you receive poor customer service, you received poor food. To us here at the office, this is a huge blow and a double whammy. As you know, we love our customers, and their taste buds. Vegan or not. We want to make it perfect. Please call the corporate office (801) 930-6000. Ask to speak with Stacy. She will not only get you the hook-up, she will make you smile. As for the manager at Draper. Please know that phone calls have been made, corporate staff notified and meetings scheduled.
We take this stuff pretty serious. When you hand squeeze 1000 limes a day and hand roll a bazillion tortillas…It’s frustrating to hear that a manager ruined our hard work. We want to make sure everything is perfect. Including our customers happiness.
Can we still be friends…let’s not break up.
Love you too Cafe Rio. I could never really break up with you, because I’m like an addict who can’t stop coming back for more. Thanks for hooking me up and resolving the issue. Xoxox -Somer
Cafe Rio is where I spend most of my dining out dollars. I prefer to eat there than anywhere else. Literally. I could eat there two or three times a week, but since I’m trying to limit spending on dining out it’s more like twice a month. Which is affordable, because it’s cheap, fresh and delicious. Once you eat there, it’s like crack, you get addicted, you can’t stop and you want it all the time. I have been eating there for more than 12 years on a regular basis. There are also good choices for vegans including: Veggie Burrito (must have enchilada style, mild is my favorite and the only vegan sauce), Veggie Tostada, Veggie Salad or Veggie Tacos. If that list seems small, it’s not, since that’s pretty much most of the menu. Oh, and the strawberry lemonade sweetened with stevia….The Bomb! They even have a cool link on their website that identifies vegan and vegetarian options on their website here. They make everything fresh in the restaurant everyday and offer whole wheat tortillas which they make by hand in front of you. PURE LOVE. Check out this post here for a vegan version of their insane creamy dressing and more ordering tips for vegheads.
Being vegan at Cafe Rio is easy, the staff is friendly and will customize your meal all day long with a smile on their faces. Once you eat there ten times, your punch card gets you a FREE MEAL! Woot Woot!
I’m breaking up with the Draper location, which is really sad for me since they are one of the only ones with a drive through. Coming home from Ragnar Relay Saturday night, I was STARVING after participating in a race that was 198 miles and took our team over 30 hours to complete. Veggie eats were slim pickins at the finish line so I suggested we pick up Cafe Rio on the way home. I phoned in an order and drooled with anticipation. I went in and picked up the order, the staff was friendly and kind as usual. Imagine my dismay when I got home that my order was completely wrong. Where was the salsa fresca I paid EXTRA for? Where was the mild enchilada sauce that I use instead of dressing on my salad? Why was there cheese on my salad and tiny bits of chicken which someone had tried to scrape off when they realized it was supposed to be a veggie salad? Why was the tortilla white instead of whole wheat? I nearly cried, but I was so hungry I ate it and tried to avoid the cheesy and chickeny bits. Yes, I had a moment of weakness in my sleep-deprived-starving-post-race-filthy state. I’m a vegan for health reasons and not an animal activist. Oh, and my husbands salad, which I had ordered identical to mine had all the same issues minus chickeny bits. Aargh!
So Monday I put in a call to the Draper location to complain. Understand that I’m not the type of girl who usually returns things or complains, I just felt really stiffed that the meals I had paid for were so blatantly made wrong, plus I have worked in 5 different restaurants AND THE CUSTOMER IS ALWAYS RIGHT is a restaurant wide policy, right?
Wrong. I spoke to the Manager. He kept reminding me that the salad comes with cheese (ignoring me over and over again that I had specifically ordered the salad without cheese and told the staff I was vegan when I ordered. He also kept skipping over the fact that everything else about the order was wrong too). He was argumentative on the phone, finally asking me what I would like him to do about it. He pushed so I shoved. I told him I wanted him to replace the meals by gift card or free dine in. He told me he wouldn’t do a gift card but to come in and speak to him sometime in the next couple of days and we would work it out.
As you can imagine come dinner time Monday I was still a little miffed and decided to mosey my way into Cafe Rio to get my meals. I spoke with——-, the same manager I spoke with on the phone. He told me when I got there that company policy is to replace one meal within 24 hours regardless of the number of meals are that are wrong within an order and that my 24 hours was over. I reminded ——- that his restaurant was closed on Sunday so I was still within the 24 hour time frame. He pushed more, I shoved more. He was heated, argumentative and confrontational. BAD CUSTOMER SERVICE DUDE. Your restaurant rakes in the cash and I personally spend nearly all my dining out dollars there. Now I want to tell you that this is the first time I have felt discriminated against because I’m a vegan. I honestly felt he thought I was completely ridiculous because I was frustrated that the restaurant put cheese and mini bits of chicken on my salad. He finally replaced both of my meals, huffing and puffing all the way through it and when I got home and opened my take-out bag, I felt he purposefully excluded the silverware, napkins and cinna-mints that are included in every take out order. Ratbag. If he had behaved like a manager ought to, this post wouldn’t exist.
So, please, eat at Cafe Rio, because it’s delicious and you will truly love it if you don’t love it all ready,
just don’t eat at the Draper location.