Taco Bell — Restaurant in London

I initially came into the store around 6pm and placed an order on the kiosk. Upon receiving the food I found that the fries were inedible - they were under cooked, soggy and greasy with very little seasoning. I had to leave my partner upstairs with the rest of the food while I went downstairs to return them to be re-made (I am actually my partners carer as he has autism and anxiety, and felt uncomfortable being left alone).

When I spoke to the manager he said that I around 5 or 6 mins they will be ready for me, however he said that the fries are how they are normally done (I know this isn't case because the stores nearby - Lewisham, Camden, Woolwich and Hammersmith) all serve amazing food and have returned on many occasions).

He made me wait 15 minutes, while other's came into the store, paid and were served before they were replaced. Eventually I flagged down a staff member to whom I explained the issue - and that I am a carer for my partner left upstairs. The manager came over and blamed it on a system issue despite others getting their orders before my replacement. When trying to explain the situation he walked away from me mid sentence.

I noticed one member of staff breaking hygiene protocols, as he was constantly using his phone to text while wearing blue food preparation gloves, contaminating the food afterwards as phone screens are generally very unhygienic.

I collected the replacement fries (one large cheesy topped fries, one regular standard) and took them upstairs. I found the fries were the same. I then opened the 7layer burrito, at which point it was a gooey mess, as well as floppy. The crispy chicken cravings box - the taco inside was literally dripping in grease, and the churros were stale. By the time the fries were ready the whole thing was stone cold anyway.

I went back down to request a refund for the full order.

The manager came over saying that "I will give you a refund on this occasion but it's not the legal way of doing things" after continually offering to remake the food for me. I refused. I was eventually refunded, however the refund was for less than I originally paid.

The store was incredibly dirty and the upstairs had overflowing bins. There were flies everywhere.

I am absolutely shocked at how bad the restaurant was. The food was inedible, and was only partially refunded after I asserted my rights (in a polite manner of course). The manager was incredibly rude to me, and so I will absolutely not be going back to that store - I'll stick to my other regular, better stores, mainly Camden and Hammersmith (I can't fault those two, the food there is...

The employees that work here never get anything right. You can find untrained employees, where they can not even take your order. They have to ask someone else who is busy to take your order, which takes even longer. I experience this with my partner every time we go specifically to this Taco Bell.

They don't know how to take orders properly. My partner and I always ask for the volcano burrito craving box, where my partner's filling is all chicken and my one is all beef, and both tacos are soft. There hasn't been a single time that they did deliver the order correctly.

My partner's always gets something wrong, either with beef or a crunchy taco. It is a health hazard... imagine someone was allergic.

The toilets are always closed, however, the employees always use it for themselves. It's like they don't want to clean it or let others to use it. Upstairs is always messy and dirty, even though there's enough workers.

The last time I went to eat with my partner upstairs, no one told us that upstairs was closed and there was no sign. I went downstairs to change my partner's taco because she asked it as soft and it came crunchy, when we normally ask it soft as mentioned before. Afterwards, a guy was cleaning upstairs for the first time ever to CLEAN upstairs and told us that we had to leave even though we started eating and it wasn't that late (we were eating around 20:00 something, when this store closes at 23:00)

In addition, we witnessed how a lady waited 15 minutes to get a single taco. Also, an undercover police told them to hurry up because they were taking so long for such a small order. This happened on the same night!!!

This place has to fix up and thanks to all of this you lost 2 regular customers. Owners or managers look after your workers. This is lack of management and...

I want to start this by saying that if you can avoid this branch please do it.

This was our order: 3 x Volcano Burrito + 1 x volcano burrito

1st Box: Volcano Burrito

No - remain with Seasoned Beef Soft Taco Seasoned Beef Seasoned Fries 7UP Free 330ml Churros + Caramel Sauce

2nd box: Volcano Burrito Box Volcano Burrito Grilled Chicken Soft Taco No - remain with Grilled Chicken Seasoned Fries Pepsi 330ml Churros + Caramel Sauce

3rd box: Volcano Burrito Box Volcano Burrito

No - remain with Seasoned Beef Soft Taco No - remain with Grilled Chicken Seasoned Fries 7UP Free 330ml Churros + Caramel Sauce

1 x Volcano Burrito: Volcano Burrito No - remain with Seasoned Beef

The volcano burrito never arrived.

One of the burrito had fluff in it which I never got to finish it thinking I was going to find more or even worse a hair.

The second problem is that one of my friends is allergic to beef and they almost got an allergic reaction. He finished his taco because it was chicken and when he checked out his burrito it was beef and I had to exchanged my burrito with my friend because my burrito was chicken when it was meant to be beef. This is not the first time I don’t get my order right. Imagine he went home without checking out his burrito… he wouldn’t have finished his food.

Please, I’m seeking for a refund. I’m not referring now to the employees I’m referring now to the employers and managers. I hope whoever is reading this can reply to me with responsibility and some maturity to sort this problem out. Worst service ever you are losing customers. On the bill they even added service charge and there is not an option to remove it??

We didn’t enjoy the food as much. 😒😕

I have the order number as evidence. Taco Bell, email directly to me to sort this...