Rachels Mediterranean Grill

Ordered a take out order 2 hours in advance, never heard that it was closed from anyone, waited for the order with no word for about an hour just to find out it was closed temporarily. This needed to be handled better. And to top it off, they still charged our card and there is no phone number to get ahold of corporate or anyone else.

I'm only writing this because I called this restaurant 10 times this evening about my order and no one picked up. We have been eating here for the last year. There's been times where the rice was so under-cooked we couldn't eat it. Other than that we realized that many times it has been so overloaded with so much sauce that you also can barely eat it. So we started to just order it with the sauce on the side instead and always chanced the rice issue. Seemed to be the right plan till this evening. Tonight we ordered through doordash for a pick up order. We got a gyro and a chicken bowl. We requested the sauce on the side. When my boyfriend came back with the food I ordered we realized there was absolutely no meat in either of the bowls. It also had like 50% sauce inside the bowls but also s

I really want to like this place, fast casual shawarma bowls etc. seems like a great fit. However, multiple visits and try as I may, I can't love it. This is a chain where cost of goods sold and margins are hands down the top concern of the owners. For example, I recommend they stop substituting potatoes for chicken. It's cheap, and customers can tell. The local competition is steep, so in the long run this business may fail here in Rochester and go back to Buffalo (like Duffs, Mighty Taco) unless changes are made and the top focus is on the product and gross margins only take an important *second* place. Makes some changes and you have a good product!

We arrived to order 4 lunch bowls to bring to a gathering. Turns out they had ONE bowl left and we had to wait 10 mins for an employee to arrive with more. How do you not have bowls if your business requires them for takeout? Whoever runs this place doesn’t have a clue whats going on. Further- I asked about nutritional information. Employees had no idea if it was online or available. Took 3 people to figure out how to scan rewards from the app.

By far the worst quality of food at any Rachel's I've gone to. Maybe we were spoiled at the Buffalo locations but this one in particular needs to make some changes. Uncooked rice, the smallest portions you can serve, the fryer is constantly "down", etc. Can't say that we will be returning to this location, which is a shame because it's by far the closest.