Taco Bell — Restaurant in Aurora

Worst Taco Bell experience ever. Extremely poor customer service all-around. The blatant disrespect and attitude from employees is just disgusting. Been going to this location for nearly 15 years. Service has never been that good, and has been rapidly declining. Orders are often wrong, so I've learned to always check before leaving. Then found ordering through the app to be much better, less mistakes, that was until tonight. Placed our order for pick-up in store, arrived and went to enter, but the doors were locked, so went through the drive-thru. Told them we were here to pick up, gave my name and was told they didn't have an order for me. Went to the window, showed my phone with the order stating it were ready, still told they had no order or record of it. Asked for a manager, in which she said the lobby was open and to come inside. They finally unlocked the doors to customers, we go in and show our order details. The kid at the counter takes a quick look and goes to tell the manager what we had, though he completely misses the modifications we made, which I caught as I could hear him listing out our order to her. When I said something to him, he copped a major attitude. So I basically repeated my order to him with the modifications. He ignored me and went on with screwing around on his phone. The biggest thing I wanted them to get right was no sour cream, which I mentioned once more. He then replied to me "Nope. Both have sour cream"... implying that I was wrong about what I had ordered. I pushed my phone towards him on the counter and advised him to take another look. Manager comes over with the order, so I asked if it was without sour cream. Got no verbal reply, but she turned around with it and went back to make over. I overheard them talking and it sounded as though my order was given to another customer. So, while waiting again we asked about our drink, the boy goes to get it, then slams it down in front of us. Manager came back to the counter and at that point, I was just over it all. Didn't bother checking. Upon getting home realized everything was in fact made wrong. Kind of knew it would be considering they refused to look at order details. Paid to have the seasoned beef swapped out for steak on both a nachos bellgrande and quesarito, and nope. Even the simple nacho fries box was wrong, like how do you mess that up?? I will NEVER visit this location again. We only eat at Taco Bell maybe once every 2-3 months, but next time I'll drive the extra 10 minutes to a different and hopefully better one where the staff isn't so...

There has literally never been a single time where a minimum of 10$ or MORE of food is missing from our order by drive thru. Just now we had to go back through and the tally for the order we were showed to confirm what we were missing was 18$. It was a 40$ order and we were missing almost 20$ of food. Lobby is closed so missing stuff means going back through the drive thru line every single time. P sure they make their extra money by skipping people's orders knowing not everyone will have the time/energy to go back through the drive thru line.

Update: spent 18 more mins in the drive thru line, having been told we'd get it fixed. We get there. We get to talk to a manager. We are handed a second order of things we ALREADY HAD, NONE OF THE 3 ORDERS OF FRIES WE CAME BACK FOR, and a bunch of random tacos that we're pretty sure we're meant for the people behind us. We've now been waiting for fries at the 2nd window for another 6 minutes.

Another update: We got 2 nacho fries and a random burrito instead of two nacho fries and my mothers steak fry box. We have left, war torn and weakened. We have so many burritos. All came at a great emotional cost. I have been aged by my time in the drive thru line. I feel feeble. I feel changed. We just wanted our fries.

Last update: we also ordered one standard large baja blast and one large mountain dew. We got a small Baja slushy, a medium Baja, and...another medium Baja. All of which we drank in the drive thru. It sustains us. But for how long? We...

The late night crew was fantastic. The drive thru line was long, but they kept it moving quickly. The staff was friendly. The food was fresh and hot, and the order was complete. (this may sound simple and expected, but I just waited 55 minutes for cold fries at Raising Cane's down the road)

Update 1: I've only had an issue once, and the daytime manager was very quick in getting it resolved for me. Thank you!

Update 2: The service is starting to slip ... There's a woman on night shift who is constantly yelling at her coworkers. While her reasons may be valid, the delivery is condescending and rude. It makes it very uncomfortable for the customer waiting when I can still hear the screaming through the closed window. This has happened several times recently.

Update 3: The woman at the drive thru told me she was too busy doing something else to take my order. She instructed me to come back in 10 minutes so she could finish her task. When I said I didn't mind waiting, she forcefully demanded that I drive away and come back. I will not be back tonight, you refused service without any reason or explanation...

Update 4: I can't believe I have this many chances. This is the 3rd time I've received a beef Mexican pizza when i confirmed that the drive-thru screen and receipt both indicate vegetarian. This time, I didn't even request a refund. I finally learned my lesson and will not continue to financially support...