Taco Bell — Restaurant in Wales

Service is slow... and I mean very, very slow. There's always a queue at the drive-thru and it takes me at least 15 to 25 minutes to order, pay & collect my order. My order has been incorrect on numerous occasions, even when they've repeated it correctly over the speaker. The churros are often over cooked and hard - not crunchy, actually hard. The burritos/tacos have had very little filling and sauce on many occasions - not making it value for money at all! The Nestle Dulce de Leche Caramel Sauce and nacho cheese sauce pots are ALWAYS 30-40% full. I'm not sure whether they are supposed to be over half empty or whether it's a deliberate mistake because I haven't once had a pot of sauce that has had a decent amount in it.

Also, I've seen staff wear gloves when taking payment etc and prepare food in the kitchen wearing the very same gloves! Surely that's very unhygienic. Taking/giving cash, touching tills and windows etc and then preparing food.. all with the same gloves. I will be taking this further by contacting head office about health and safety standards.

You also can't click and collect your order through the drive-thru. You HAVE to go in to do so. I didn't know this the first time so proceeded to make my way to the window and was told I'd have to come in and get it. That wouldn't have been a problem, except that the place was absolutely dead - I was the only one there. I was at the window and asked if I could just have it this time and I'll bear that in mind for next time. I was told 'no' because it would cause a queue in the drive-thru. I was literally the only one in the drive-thru and said I would park up and come in if someone pulled up behind me. Again, I was told no. I really don't see the logic in this? So, I wasn't allowed to wait for my order for 30 seconds WHEN THE DRIVE-THRU WAS CLEAR but it's acceptable to have a queue of 10's of people waiting up to 30 mins due to slow service.

Points cannot be redeemed at the drive-thru because the scanner is not long enough to get to the customers phone and scan the QR code. Instead, I manually add them on with the receipt.

The drive-thru/car park layout could have been better planned. The long queues caused by the drive-thru blocks vehicles from getting into and out of the parking bays. There is also no clear signage as to where the direction of the queue should be. I've seen some people get into an argument because of how they have parked in the queue - got some people joining the queue from the right, some from left.

I also don't think this particular branch is 24/7 anymore. I have visited after midnight on a few occasions and it has been shut. If that is the case, perhaps the opening hours should be changed on Taco Bell's website, so people are...

Friday night, the place is full to absolute bursting. The drive thru is backed up through the car park. There's at least 30 people inside and a constant stream of delivery drivers.

I don't know what the owner was thinking with the pathetic amount of staff they'd put on shift. We counted 5. These kids were getting it from all angles. The delivery drivers were snappy and rude, the drive thru was barely moving and our click and collect order was 35 minutes over collection time, cold, and not great overall to be fair.

Why? Well, because you cannot produce that volume of orders well, in good time, with too few staff. It cannot be done. Why on earth the shift supervisor (which there didn't seem to be) didn't pause the delivery apps or put a cone in front of the drive thru I do not know but these staff were killing themselves, they didn't stop moving for a second, all the while taking all sorts of nonsense from irate customers for something they had no control of.

Poor managerial decisions are costing this business and other businesses as I have no doubt the delivery drivers missed tips and orders last night due to the wait.

If you don't have the staff, you reduce the service. This is food service 101. You don't serve substandard food on a short staffed shift because you don't have the staff to remedy it. You cut service instead to make sure what you are serving is the quality customers expect in the time they expect it. You overstaff on weekend evenings because you can be overwhelmed at any point. This is basic stuff, if you don't have enough staff you limit service. End.

The staff here did exceptionally last night to even get food out. They were working at top speed and utterly polite in spite of everything.

This is not an acceptable way to treat your staff and the management/ownership need to take a good look at themselves. If they have high staff turnover and poor staffing levels I suspect poor management is the reason. Also, other customers, and delivery drivers......please don't take your frustration out on the front of house staff when they've been left up to their eyeballs in it and they're...

If I could give lower than a one, I really would. Every experience at this Taco Bell has been below bad. The most recent of which was today, when me and my partner visited for a “treat” but it turned out to be quite the opposite. For a start, my mini burrito was so filled with jalapeños that I lost count at 18 in this tiny snack wrap (this didn’t include the ones I had already eaten). My partner ordered a nice vegetarian meal for herself as she hasn’t eaten meat in 7 years, but was unpleasantly surprised by a wad of beef in her food. The previous times we attended weren’t much better. I can’t remember eating a single chip from this place that wasn’t stale and cold. I was told a menu item didn’t exist despite it being on the banner above the colleagues head- no joke. The same colleague also charged me extra for grilled chicken despite me always getting this and being told such a charge didn’t exist a few days later by a worker in the same store. Another visit I received a meal that wasn’t even wrapped in paper in the bag and was disappointed until I realised it wasn’t even my order- so sorry to the person who did receive this order because at this point it had been fondled by myself and my girlfriend in our confusion. Another visit we had 4 portions of chips not included with our meal and when we complained, we wished we didn’t because as said prior, the chips in this place are mank. This was after we realised our nacho cheese dip was also lacking. We keep returning to this place for some strange reason? Probably because we love Taco Bell and hope it’ll some how get better- but it never...