Tortilla in Hammersmith and Fulham

Today I encountered the most painful customer service experience of my life, all thanks to one man—who I unfortunately believe is the manager—and two girls. For starters, I stood there like a forgotten ghost for over five minutes while they had a chat. They were laughing, and still continuing to talk while fully aware I was waiting. The manager, the one who really should have been setting an example—decided that the best way to run the place was to literally sit down right in front of me, getting even more comfortable as if he were at home on his couch. Eventually, I had to speak up, which, apparently, was a revolutionary concept for them. After I asked to be served, the manager gave me a dismissive hand wave and laughed and continued to talk. Then, he whispered to one of the girls to serve me, but not before waiting a solid THREE minutes to even acknowledge my existence. How kind. Now, I’m not one to be dramatic, but it’s hard not to be when i have worked at Tortilla, and I’ve never seen such unprofessionalism. To be completely ignored, and then left in limbo for the privilege of finally being served is nothing short of disgusting. If I were the manager, I’d be ashamed of myself—honestly, I’m still in shock that this is how the place operates. And if you think the food was going to make up for it, think again.

Fantastic, tasty, and healthy food. Always up to standard. Love the new recipe for the pork. A must try!

Absolutely love Tortilla, was served by Nidhi who was quick and efficient x

Great and quick service! Ashna was so helpful!

I was served by Ashna who was really helpful and lovely. Great customer service and experience :)

Tiago upheld excellent service since my previous experience here was questionable. He’s won me back as a regular

Himani, thank you for always welcoming me with a smile no matter if its busy or not.

really great service and friendly workers, especially Ashna!! would 100% recommend coming here, a great experience

The food was really lovely and the service by Ashna was amazing!

The team are amazing, and always super friendly. I work nearby and go twice a week, and the food is always great!

Very friendly staff good customer service and helpful

Yep nice tacos and burritos, reasonably priced. The team here are all really nice and make the food right in front of you, very efficient! Just in the food hall area on top floor but good anyway.

Got served by the lovely Ashna who was very helpful! Great service and great food

The food -5 stars The sides and drinks -5 stars And you know what’s 10 stars here Its Nayyan himself ✅ Loved his service , keep up the good work mate 🤝

Great customer service from Ashna!

Staff were amazing. I was served by Dhvani, Nidhi, and Osi who were all incredibly pleasant and happy to help me.

Thank you Ashna!! Great customer service and also really nice x

been here a few times food was great the atmosphere was great and service was great I got served by Ashna the last time.

I received such a lovely service by Ashna at the tills. Left with a smile :)

Ashna was really sweet and helped me and my brothers out a lot

Delicious, thanks Ashna for the recommendations!

I was served by a lovely girl named ashna, always has a smile on her face, always so friendly

Food was good, but workers attitude was top notch horrible even when overcharging me for something i didn't order.

amazing service, thank you tiago for making our evening. the bowl is so delicious i always recommend it 💕

Great…as usual but in weekend it’s crowded

Great staff. Very tasty food at an excellent price. The waitress Ashna was super attentive.

Ashna is great ! Amazing service!

Ashna really made my experience here one to remember. I’ve been to many tortillas around London but she really made here stand out. Brilliant service from her and the food was a joy. Huge shoutout to her once again. If you manage to see this, thank you!

Ashna gave amazing service and was so lovely to us

I was served by Ashnq and she was amazing, going above and beyond and the food was great!

All reps were amazing, Ashna was super warm and welcoming, attentive and friendly. Super smiley too :)

Ashna was a very great help. Amazing customer service!

ashna was really polite and gave us good customer service. good communication

Good service we received today from ashana bless her lovely girl

I believe her name was Ashna on the till, who gave us good customer service today and was really nice when speaking to her.

Ashna was absolutely amazing, explained to me how to make my burrito bowl and the food tastes amazing! Lovely staff great service definitely recommend!

Always awesome service and tasty food!

Great food and service, Ashna served me and she was super kind and helpful!

Good options with adequate macronutrients. Quite clean and the food court normally has space, and some tables with phone chargers. Training for servers is spotty, sometimes you're not offered the extras especially the double protein one (which is quite expensive so maybe for the best).

Great experience but still could be better. Thanks very much.

Excellent burrito and lovely staff!

Great food, great team in love with this place.

The team was very cool, first time and I loved it.

Missing the Guacamole I paid extra for.

Food quality was poor. Staff appear moody and unhelpful.

Came earlier for a quick bite & they didn’t disappoint, Ashna was great!

Ashna was extremely helpful and kind

Amazing till service from ashna. I was happy that she was very helpful and patient. and she looked stunning! I'd like to see her at the tills again next time! But yeah, great worker and in happy with the service.

Had a great burrito at Westfield Tortilla and the service from Ashna was incredible will start being a regular!

Great food and great service from Ashna!

Carlos and osi were amazing serving me.they went the extra mile with their service

Great food, served fast! Friendly staff too

Lovely staff, always love my quesadillas 🤭

Good service good food cannot complain

My favourite place to eat on my break time, the staff are lovely and the burrito very yammy 🤤🤤🤤

Great food and great team! Thank you Zevilia for the super kind service!

I highly recommend trying their Mexican rice with chicken. It is truly delicious, and the staff's behavior was incredibly kind.

It’s very sad to see them serving the food with the gloves used for cleaning 😭😭😭

Very fast, even when they have a long queue.

Amazing,amazing experience. I couldn't highly recommend this place ,specially lovely lady Zivile.

Nice food but very very rude staff! Horrible experience

Such an amazing service received from their team. Will be back soon!!

Cracking lunch, and quick service !! Cheers

my monday experience was fabulous in this store great service by nidhi and osi they served me the amazing food with best recommendations

Food was soooo good . Really good service 😊

Westfield staff was very friendly

Great working People! The were helpfully and nice. Nidhi and Ruby helped me!

Excellent customer service from Nidhi.

Fantastic food, friendly staff and great for family and friends! Highly recommend!

Food was delicious and the staff were an amazing.

Amazing service, the staff is very helpful and accommodating And that’s why it’s my go to spot after shopping

completely missed my note request and the sauces I selected

Himani all the staff in white city are brilliant

This wrap was soggy and didnt taste tortilla at all. I love black beans and there were any in it. second time in a month in food court in Westfield and never again!

Terrible food! Especially the thing they call “quesadillas” Uninterested staff and terrible quality of food Save yourself, eat elsewhere!

People behind the counter were really mean

Great customer service. The guy (forgot his name!) Gave me all his recommendations and was super nice.

Fast and great service every time! Delicious burrito bowls - no faults.

Just Great food u make it yourself so hard to be bad

I had an amazing experience with the staff at Tortilla. The manager is friendly and welcoming! I will definitely come again. The food was excellent !

We got a too good to go and the lady who served us was lovely. I asked for it to be made vegan and she happily made it. Food was fresh and yummy. Great price for the amount of food we got. Id definitely get it again if I'm in the area.

Very nice place for quick and healthy food

The best service and they really fill it to the top.

Food was delicious and good value. Sadly on this occasion most of the staff were miserable and difficult to communicate with.

First of all, the food was not too bad as I am a regular customer of Tortilla and love to come here due to the amazing burritos they make! However, on this occasion I was very upset with this worker that scammed me and my partner with the food, we wanted to order a large burrito combo from the sunset menu which is £11 and comes with a side that is included with the main. In this case, we opted for the chips & salsa which should come with a fresh dip. This worker was very rude and said that we have to pay extra £3 for this fresh dip and gave us the cholula hot dip instead. On top of this, we added a Diet Coke with our order which was £1.95. Our total of the order came to £14.00 when instead we should have paid £12.00. So I am not sure why he has overcharged us even when we opted for takeaway also. I am extremely dissatisfied with my purchase and I really question coming back to Tortilla again because of this worker. Proper training should be done as we paid more and didn’t get our full food order as stated on the menu…

Nice experience i had thank you

The staff seemed annoyed about serving customers, and their frustration grew when I scanned my tortilla loyalty card to receive stamps for two different orders. I noticed they hadn’t counted the stamps, so when I returned to redeem those two orders, both of the Indian girls claimed they didn’t know what to do. They went to ask a guy(blond, chubby English), who I assumed was the manager, and while he was speaking to me, I noticed he was picking his nose and then touching the food, which I found unappetizing. He lied to me, saying that the stamps would be available the next day. Additionally, even though I selected items that required an extra charge, the staff was very stingy with the portions. I had to ask them to add more since I was paying extra for it! Overall, the staff was neither clean nor polite, and they were not helpful at all. It's frustrating that they push so hard for customers to get a loyalty card and redeem rewards, yet when I tried to do so, the staff seemed to not care and even lied to me.

Tried a Naked Burrito today it has an amazing taste! Also Chicken is Halal for my Muslim friends 🥰

Tiago is a great worker and recomended an amazing combo. I must say the customer service is spectacular. He also knows how to up sell really well. Great worker with a great work ethic. Very kind and professional.

Zivile - amazing service!! lovely lady

Amazing service from Nidhi. Thank you westfield alla grande

Zivile gave me great service on the till and her colleague making my food was super friendly and helpful.100% recommend!

Another Amazing Mexican Meal – This Time at Westfield After enjoying a delightful Mexican lunch in Southampton, I couldn’t resist the temptation to have another Mexican meal—this time at Westfield. Among the variety of restaurants, this one stood out with its unique concept of letting you choose your ingredients directly from the counter to create your perfect wrap or bowl. For this meal, I chose a wrap filled with rice, black beans, meat, lettuce, salad, and hot sauce. While the sauce wasn’t very spicy, the combination was still excellent, especially when paired with a Corona beer—it was a perfect match. One of my friends ordered a similar wrap, and we were both very pleased with our meals. We were three in total. My other friends opted for a vegetarian wrap and a bowl meal. Once again, everything was fresh, flavorful, and well-prepared. It’s hard not to appreciate the simplicity and quality of this experience. If you’re looking for a casual, customizable, and satisfying Mexican meal, this is the place to try. Whether for lunch or dinner, it’s a great choice and will definitely leave you wanting more!

I was served by Zivile and it was such a lovely experience and the food was 10/10

The people that served me were so nice and welcoming and explained everything that I needed to know

Amazing service from the whole team always polite and amazing food

Go here if you wants lots of onions in the name of vegetables minus taste!

A big shoutout to Lina! First time eating Tortilla and the service was 10/10. Will defo be visiting again 👌

Great service from Nidhi. Thank you!

I had my lunch this Sunday in tortilla Westfield London and its my first time here and i served by nidhi and zivile. These two guy are so amazing and good listener. I recommend all to go there and take service by them especially naked burritos.