I have loved cafe Rio ever since I was in college in UT and was so excited about their arrival in the Arizona years ago. When they first moved to the valley I it was exactly as I remembered it: prompt and fast service, friendly and fun employees, with yells of "First Time" and "Free Meal". Even if the line was out the door I never waited much longer than 15 min to get through the line and pay. I have noticed a trend in all the Cafe Rio's over the last two years. The employees all look like they are being held captive and hate working there. They no longer are fast moving through the line, despite there being short lines when I have been. The drink bar and restaurants appear dirty. And I see people standing around.
The last time I went I ordered online through the app. I ordered at 7:30 and was given a pick up time of 8:00. More than ample time to make mine and my wife's salads. I arrived at 8:00 and had to wait until 8:20 to get my order. While i waited I observed workers standing around or not helping out behind the counter.
I think the only reason people and myself keep coming back is because the food is still dang good! That's the only reason this is two stars and not one. I'm not sure it's worth the hassle anymore to go in. In the future I might just continue to order online or go to Costa Vida.