Taco Bell — Restaurant in Bastrop

I had the most absurdly awful experience at this Taco Bell location. I want to quick mention that the dining room is currently closed, it had to be "resolved" using the drive-thru window. I live 10 minutes away from here, and I had visited 3x in the past. Each time I was either missing items, items were incorrect, or both. Each time I also hadn't checked, as I tend to give people the benefit of the doubt (silly me).

This time we checked the order. Sure enough, out of the 7 things we ordered (12 total items as 1 of the things ordered was a box) we were missing 4 items entirely and 3 were incorrect. We went through the drive-thru window and politely explained what had happened with the order. The attended instructed us to pull forward and provide the receipt and the bag of food, and we obliged. After 3 minutes they handed us a new bag (no receipt) and we drove off. I didn't re-check since at this point I figured surely we at least had the missing items and it wasn't worth causing a fuss over incorrect items, so we drove home.

When we went inside and unpacked the food we realized we were still entirely missing 4 items So, we packed it back up and returned to Taco Bell. We went through the drive-thru again and explained what had happened thus far. This time the manager, Alice, took over and immediately reassured us she knew exactly which order this was and she'd take care of it and had us pull forward to the window. She requested the bag and receipt, we handed over the bag and explained that we had no receipt as we never received the original one or a new one in return after the original error. Alice asked us which items were missing and we told her, and she said they would be remaking the entire order and providing our missing items as well. We thanked them and waited 5 minutes for our new order.

Once we received the 4 missing items (the box and 1 other item) the window was closed - we never got the bag with our other 8 items in it. We waited patiently at the window until Alice opened it again and asked us what we needed. We explained we were now missing our other 8 items, to which she immediately got an attitude and seemed confused and asked us for our receipt. We explained, again, that we didn't have the receipt but had handed her back the bag as asked with the 8 items when we came back for the 4 missing items. Alice closed the window, then curtly handed us a bag a few moments later and said "here" before closing it again.

We drove forward and inspected the now noticeably lighter bag to find it was missing 6 out of 8 items that had been in it. At this point we parked and tried to call to resolve the issue, but after 4 tries and no answer we decided to brave the drive-thru again. I'd have been more than happy to let it go but I at least wanted the number of items I had paid for. When we got to the speaker Alice answered and we, for the 4th time, explained that our order was wrong, and then asked if there was any way we could be refunded at this time and we were happy to hand the food back. Alice told us there was absolutely no way she was issuing us a refund since we had no receipt. I said that was fine but then I at least needed the food we paid for. Alice said there was no way we could still be missing food since she had just handed the bag back and that "we are done making food for you tonight." I told her that they needed to at the very least provide the missing items and explained the items were missing out of the bag she had handed me.

Eventually after some nasty attitude Alice relented and agreed to provide the missing items. We received them and went home. I am still beyond shocked at the treatment we received. I have no idea how Alice is still employed, much less a manager. We will not be returning to this location in the future and we will be certain to advise against it. What a terrible example of a leader, and the horrible management is certainly reflected in the poor quality of the entire...

I am a “benefit of the doubt” kind of person, and I had been giving that same energy to this Taco Bell for a long time. My partner and I actually find the chaos of this restaurant comical. Sometimes our order is wrong, sometimes it’s right, occasionally we are missing things or get the wrong drink. We choose to dine here knowing that it is likely to take a long time for us to get our order, and that there’s like a 50/50 chance of things being 100% correct.

Tonight, we decided on that same fate. So we ordered online (like usual) and he went to the drive thru to pick it up. I stayed home. He was in the drive thru line when a staff member came out and put a trash can in front of his vehicle, and stated they would not be taking any more orders.

My partner informed them that he was picking up an online order- it had been placed at least 15 minutes in advance. They asked my partner to come inside and wait in the lobby.

11:03- he is inside the lobby. At 11:26- he informs me that they had forgotten about him. Someone came to the front and said “Oh. You still don’t have your food?” They finally start making our order at this point. 11:39- he’s finally heading home

When my partner left home, I started a 45 minute show, knowing it would be interrupted with his return. It wasn’t. He left the house at 10:39. We live 10 minutes from this Taco Bell location. He’s getting back an hour and 10 minutes later. THEY FORGOT ABOUT HIM STANDING IN THEIR LOBBY.

I don’t want to get anyone in trouble from me writing about this incident, I just want this location to make an effort to do better. Just, like a little…at least a little smidge better? Please. We’re going to keep coming because we like to indulge in horrible food and service, but we don’t like being forgotten about.

Edit: They included an extra cup under our nacho cheese sauce so I’m giving them one more star....

Hello, I was just at your Bastrop Tx location. it was about 10:50pm and on your website and drive thru window says you guys close at 12:00am, is this correct? I was told by 4 employees who were standing outside behind the store , while I was in the drive thru trying to place an order. That you guys were closed because y'all were short staffed. They seemed to be all having a smoke break and didn't care to tend to there customers for some reason. I also smelled marijuana smoke come into my car and let the employees know I did and I was calling the cops on them for that. I did call Bastrop police department and let them know what was going on at taco Bell by there employees (smoking marijuana). Once I left your establishment and went across the street to McDonald's, I began to see cars get in line in the drive thru which seemed to me like they were ordering food. which couldn't be true because I was just told you guys were closed because of staffing issues. so I called ur location and asked to speak with a manager, she said her name was Willow and I asked if they were open. she said yes and I began to tell her what happened to me not just 10mn before that phone call. she said she wasn't aware they were turning customers away and telling customers they were closed. I told Willow I would be speaking with other areas I. the Taco Bell establishment to let them know what is going on at this location. closing down and hour early, turning potential customers away and smoking marijuana in the property of a business by it's employees. I hope to hear something soon from someone. I will be calling management, area and district...