Good burritos, bad customer service. - Lily's Malibu - Buy Reservations
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🙂 4/5 - Good burritos, bad customer service.
By 👻 @Samuel T., 02/18/2023 3:00 am
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We ordered the fish burrito and the bacon burrito. The flavor of the fish burrito was really good. The fish was seasoned very well. It was also soft and cooked perfectly. The other components such as the tomato, cilantro, onion, sauce, and rice paired with the burrito well. The burrito as a whole was a little dry. Though, the flavors were there. The bacon burrito was really good and takes a spot as one of my favorite breakfast burritos. The component of the breakfast burrito was seasoned very well. It's difficult to find a breakfast burrito that has all the fillings seasoned well, but Lily's does it well. Though, I do wish the bacon was a little more crispy, to add a different texture to the burrito. The tortilla for both burritos was really tasty. The side sauce complimented the burritos well. It added a nice change of flavor and spice. The quality of the ingredients is good. I could tell they use quality ingredients in their burrito. The presentation is just standard. It was just standard-wrapped burritos. The portioning is a little weird for both burritos. Again, I find the fish burrito to be a little dry. I believe this to be the case because of the overpacked rice. They load the burrito up with I think a little too much rice, and not enough baja sauce, making the burrito dry. In terms of the bacon burrito, there was definitely not enough bacon. I hope that Lily's can adjust their portioning. Other than the fillings the burrito as a whole was an incredibly fair price. The burrito itself is huge. They charge a fairly cheap price. Therefore I commend this place for giving a big burrito for a cheap price. Customer service is an issue. Upon entering the lady at the register did not seem too friendly. She seemed a little rushed and had a tone. We ordered for pick up, and our burrito was not ready. We had to wait an additional 20 or so minutes. Though here comes the other issue. I believe I heard my name called and saw a brown bag on the counter. I assumed it was my order, so I approached a man at the counter and asked if my pickup order was ready. Though, he claimed that our order was not yet ready. The brown bag sat there for around 10 minutes without anybody picking it up. Eventually, the lady called my name and claimed that there were two people under my name and the order got mixed up. I asked if my order was ready and she said not yet. I was called again a little later by the same lady at the counter who said the burritos that has been sitting on the counter for the past 20 minutes were actually mine. Therefore, I waited an extra 20 minutes, while my burritos were just sitting on the counter. What really ticked me off more was the same guy who said our order was not yet ready, when it was clearly ready, was high-fiving and chatting with a customer who I assumed to be his friend. During this time I was approaching him about my order, but he was too busy chatting and not helping other customers and staff. Very poor customer service from the man at the counter. Very poor awareness of the front of the house in general. They need to fix their service. Everything just seemed messy and unorganized. It's difficult to be frustrated waiting long for your order and seeing a staff member laugh and talk. The ambiance was just alright it's a little plain. The decor seems very antique. The place overall was clean. The parking is good because of their big parking lot.Poor customer service, but tasty burritos for a really good price. Lily's Malibu you gotta work on the service.
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