Tortilla Canary Wharf

Unfortunately, this branch has a repeated problem with failing to deliver complete orders, but what turned a pattern of bad experiences into a catastrophic one was how the manager handled my feedback in person. My most recent order included a burrito bowl and a quesadilla bundle, which were supposed to come with a bottle of water and a bag of tortilla chips. Both were missing and this was not the first time I had received an incomplete order from this branch. Because this problem kept happening, I decided to visit in person rather than go through another complaint via the app hoping that the situation would improve. When I asked to speak with the manager, which appeared to be Giuseppe, the situation deteriorated quickly. He interrupted me before I could even finish explaining my personal experience, quickly brushed the issue aside with lines such as “it’s just a mistake” and “we receive hundreds of orders every day, these things happen,” and told me to “just raise a complaint if you’re unhappy.” When I pointed out that this was not an isolated error but a repeated failure, he escalated further, telling me in a patronising tone “If you’re still not happy, then don’t order from us again.” At that point his behaviour became openly hostile. He raised his voice, waved his hands, and repeatedly pointed his finger at me. This was not only unprofessional but it quickly became aggressive. There was no apology, no accountability, and no attempt to make things right. Instead, a paying customer was treated with contempt and dismissed as if my presence was a nuisance. A manager sets the standard for an establishment. When the face of a restaurant greets feedback with interruptions, finger-pointing, hostility, and a refusal to take responsibility, it reveals a culture where accountability and customer care do not exist. The repeated delivery failures suddenly start to make sense, because the leadership itself is broken. This was not simply poor service but a catastrophic failure of professionalism from a manager who should embody the standards of the brand but instead exposed its weaknesses. Despite the food being good and giving this place multiple constructive feedback through the app, what happened today is truly shocking and I will not return anymore.