I ordered my food about 20 minutes before arriving because I was in the middle of an Uber shift and had very limited time. I needed something quick so I could eat, get back to work, and eventually get home to my kids. This was by far the worst Taco Bell experience I have ever had.
The employees were literally ignoring customers inside the restaurant, and when you were finally able to get someone’s attention, they were rude and dismissive. My order apparently was not checked into their system properly after I placed it, which caused me to wait nearly an hour.
I couldn’t simply cancel the order because this was the money I had available for food in the app, wouldn’t let me I explained that I needed to get back to work and asked if there was anything they could do to help because the delay was caused by an issue with their system, not by anything I had done.
The manager’s response was unbelievably cold and dismissive. She told me there was nothing she could do and actually suggested that maybe I should call in the morning and “go home to my kids,” because they were not going to do anything to make up for their error.
Being short-staffed is one thing. I understand that restaurants get busy and employees can be overwhelmed. But having an online order fail to check in properly, making a customer wait almost an hour, and then responding with absolutely no empathy or concern is completely different.
The entire experience felt cold, rude, and completely devoid of basic customer service. A little communication and kindness would have gone a long way. Instead, I left feeling like nobody there cared at all.
I ended up driving down the street to the McDowell restaurant and they helped me with kindness and empathy, but I was in tears. I was so frustrated and hurt feelings from the manager being so ugly to me.
Sidenote: right when I Gave up and left crying. My food was ready for pick up, but I was already to the other store. I circled back and came back and they had put it on top of the ice chest machine off in a corner. Not in anywhere to keep it warm, so my food was cold.
I will never return to this location.