As a DoorDash driver, I frequently pick up orders from this Taco Bell and have generally had positive experiences. That is why this particular interaction was so disappointing.
According to the DoorDash app, my pickup instructions clearly stated “Pickup at Lobby.” Even though it was around midnight, I followed those instructions and waited at the designated pickup window on the lobby door. During that time, I made eye contact multiple times with the manager, Rashonda. She clearly saw me standing there and even motioned toward me while speaking with other employees. From my perspective, they appeared to laugh about the situation, yet no one came to the window, acknowledged me, or informed me that the pickup window was not operational.
I waited approximately 5-7 minutes before finally deciding to drive through and ask what was going on. Another employee informed me that the pickup window was closed due to ongoing renovations. As she was explaining this, Rashonda came from the back and said, “Oh yeah, that’s the same one who was standing outside,” confirming that she had seen me the entire time.
When I asked why no one had simply told me the window was closed or motioned for me to use the drive-thru, Rashonda responded that it was “common sense.” As a DoorDash driver, I rely on the pickup instructions provided in the app and follow them exactly. If a pickup location is unavailable, that information should be communicated to drivers, especially when staff can clearly see someone waiting.
Instead of acknowledging the confusion or apologizing, Rashonda became loud, dismissive, and walked away while I was still speaking. The issue was never about having to use the drive-thru; it was about the complete lack of communication and the disrespectful attitude when the concern was brought up.
Fortunately, another manager, Amanda, stepped in and completely changed the experience. She listened to my concerns, apologized on behalf of the staff, treated me with respect, and even offered cinnamon twists as a gesture for the inconvenience. More importantly, she demonstrated what good management and customer service should look like: listening, communicating, and resolving problems professionally.
Amanda deserves recognition for her professionalism and customer service. Unfortunately, Rashonda’s behavior reflected the opposite and turned what should have been a simple pickup into an unnecessary negative experience.