Taco Bell — Restaurant in Richmond Hill

Used to go to this taco bell/kfc prior to the renovations, and it was pretty straightforward. Run down interior, decent customer service, and decent tasting food. Decided to order online at 6:30 and set the pickup time for 6:45, and thought it would be as simple as that. When I got there, the place wasn't busy at all, with a few people in line, and the staff making what I assumed was orders they received prior to my arrival. My food wasn't ready, which didn't bother me, since I know sometimes online orders can take 10-20 minutes longer than expected. The interior was pretty nice, but that's about the only good thing from my experience. My order was ready at around 8:05, over an hour from when I expected to get my food. During that time, there were countless people that were complaining about not receiving their food as well, some saying that they have been waiting for 20-30 minutes for their food. These people were getting outraged, understandably so, as they said they ordered a long time ago and had places to be. Some of the staff were nice, which I assumed were the managers or higher ups, while the kitchen staff looked either new or confused, maybe both. During my wait, I accidentally claimed food that wasn't mine as the name for the order sounded similar to mine, but I quickly corrected it, telling the employee it wasn't mine. Later on when I reminded them that my order still wasn't ready, an employee claimed that I left the restaurant at one point (even though I was literally waiting by the front counter the entire time lol), and then claimed that they were calling my order a while ago, despite the fact that it wasn't mine and I already told them that it wasn't. The cherry on top with this whole situation is that when I got home, they gave me a hard shell taco instead of the soft one that I specified in my order. I was lucky enough to not be in a rush to go somewhere, but the fact that it took over an hour to get a handful of items was so ridiculous. If most of the employees are new, then I'd strongly recommend you just wait another month before you come here, because it seems like no one knows what they're doing, and the environment in the kitchen seems hectic. Or better yet, just go to another location or some better place like Popeyes or bar burrito lol this place and...

Worst Taco Bell and fast food joint I have visited. Come here if you want to deal with the worst customer service and imperfection at its finest. Tldr incompetent staff, slow workers led by a manager with attitude problems he uses to gaslight victimized customers. The manager had a terrible attitude and tells customers to deal with it instead of apologizing and taking responsibility, the slowest moving work force is preparing orders, the front line workers do not pay attention to customers waiting, and combined work ethic compiled a huge group of Uber workers, mobile order customers, and regular order customers by the waiting area.

I ordered ahead at 2:15 for 2:45, I arrived at 2:45 and waited until 3:15. During this, the manager turned me away 3 times to wait a couple more minutes when I asked for my "ready" pre-ordered food. During this time, there was another group of customers that were complaining to the manager who then gaslit and fought the customers back instead of helping resolve concerns. After the 30 minute wait, I asked him again and he began punching my order into the machine, making me realize that my order was ignored the entire time until he felt he was ready to take my request. He blamed the online ordering system and asked another employee to deal with my request after I insisted for a refund instead of potentially waiting another half hour. As I was leaving, I told the manager that he needs to improve the customer service, and he began making excuses that they are only 3 workers (I saw at least 5 at the front) and started attacking me back when I explained that this is not the customers' (all 10 of them standing there) issue to deal with.

The manager needs to be replaced or this Taco Bell should be...

Tried going though the drive thru first. There was no line and no cars parked outside. The lady taking our order was clearly distracted. Every time we spoke there would be no response from her and when she did respond she would ask us to repeat our order. After nearly 5 minutes of trying to place our order we got frustrated and decided to park and go inside.

To our surprise they weren’t busy. No online orders they were all hanging out sitting around. The lady wearing the headset was NOT busy just hanging out. We ordered our food and i went to go fill up my drink. Everything was out of order. So I tried pressing Pepsi which was not marked as out of order. The machine sprayed me because the Pepsi was out. I went and told the cashier if I could just get a bottle of Pepsi because the machine is clearly not working properly. She responded with saying it was 2 dollars extra. So I asked if she could just fill it with the soda machine behind the counter. She groaned and proceeded to fill my drink.

We finally get our orders and the order was wrong. We told her it was wrong and she said no. we showed her the receipt and she grabbed the food that was prepared and bagged out of the bag and put it where the food prep station was. Working in the food service industry that’s not proper food handling etiquette.

On top of all of this the Pepsi was still not carbonated and the boxed order was not boxed. They have been out of hot sauce packets for a month.

At the end of all of that the food was cold. The soft tacos were stale and the fries were cold. AND the spicy box tacos I ordered were just REGULAR tacos. I’ve never in my life experienced this before EVER.

Added photos of the machine and the employees sitting...