Taco Bell — Restaurant in City of Rochester

Previously I had rated this location a solid 3 stars, which for a fast food location... It really isn't that bad. Unfortunately, I had to revise this rating to as low as possible. If I could select 0, I would. It is clear the training crew is no longer at this relatively new location as service and accuracy have been thrown right out the window. Tonight's fiasco was the latest in a string of problems from this location that are usually small issues not worth pulling over and writing a review such as this. Tonight though? Tonight was the last straw. The customer service was so poor that it felt like my existence in the drive thru manifested physical pain for the employee. I haven't seen such poor behavior since I spent time visiting an American healthcare system supported hospital. As if that wasn't enough, the staff missed items from my order. When I returned to the drive thru and said 'hey, that burrito combo I just ordered was missing the burrito' I was told to show evidence it was missing. I was confused How do you show proof that you weren't given something? How do I show you I don't have the thing I said I don't have, in a meaningful way? Here's my receipt I guess? The lady asked if I still had my bag and if she could see the inside... Well, my wife had already started eating as we were nearly 20 minutes in at this point because of the horrendously slow service. The lady at the window had the audacity to accuse me of eating the burrito. I said listen, this is a taco bell, not a drive thru steak house. Not a single item on your menu is worth pretending I didn't get it for 20 minutes and several arguments. I just want the food I ordered or a refund. She went to get her manager and returned saying they would make the burrito but we're out of rice. I said, I'd take whatever they suggest as a replacement option. She said she can't do that. I said 'let me get this straight. I paid for food, of which you did not provide. When I ask for that food you say you cannot make it because you are out of rice. When I ask for a replacement, you say you can't and provide no explanation? How is this not just stealing from me with extra steps?! I would like a suitable replacement for the burrito or a refund. She said she couldn't do a refund. I said, I needed to see the manager. She said the manager is busy making my burrito. I asked if it was going to be a complete burrito, including the rice I was told doesn't exist. She said I don't know and closed the window on me. When she returned, not kidding, 10 minutes later. Seriously... The 5 cars behind me all had their orders complete and sitting on the stainless steel counter near the window and POS terminal... Anywho, when she return and gave me the burrito, I said since your manager is done making the burrito, I'd like for her to refund my money for the burrito combo that was incorrectly made and tried to hand the food back. She closed the window and walked away.

I have been sitting here in the drive thru long enough to a significant portion of this very long winded review. Possibly the longest I have ever written (and I have over 1800 contributions on Google maps, so that's saying something)

Hospitality Syracuse, please send help to this location. I have visited 3 times in the last 2 weeks. All of my visits between 10 and 11pm. All of those visits have been problematic. I may have embellished the above story a bit in order to waste time waiting for a response from the staff... But I can say that this has been without a doubt, one of the worst service experiences I've had in recent memory.

Everyone else that's made it this far into the review... All 2 of you... Do yourself a favor and drive down to either w ridge rd location. Stone Rd and ridge isn't must better service wise but at least you usually get all the food you've ordered. The location by N Greece Rd, in the Walmart plaza must still have the 'elite' new store training crew and has been fantastic the past few months, and well worth going out of your way to avoid...

Waited over 30 min. I have worked in the restaurant industry before. I wasn’t acknowledged at the microphone for a good 7 minutes which is totally understandable. Once I am acknowledged I give the man my order and it goes silent for a few more minutes… ok fine… it’s busy I get it… the cars in front of me keep going so what do I do? I keep moving forward! My assumption is you took my order and just went on to the next! I’m not working behind.. I get your busy but I don’t know so TELL ME! Don’t leave me waiting for minutes… so when I get to pay you come and tell me you gotta wait till I tell you but you went and acknowledge me and then go silent and take someone else’s order??? How does that make sense? Acknowledge and proceed with that person and have the other person wait like I had to wait. Or AT LEAST TELL ME PLEASE WAIT ILL BE BACK TO YOU once YOU START talking to me. Very unprofessional, the man started talking to me like I know what you’re gonna say idc at the end are you gonna waste more time or are you going to take my order??? Nope continues to keep talking like sir just take my order… keep going you not letting me talk this that. Idc I just wanted my food to go to work… I left this man would not stop talking about you don’t understand yes I do I waited patiently for over 30 minutes… for me to be have to drive off with nothing. Literally just wanted three tacos a sufficient I’m sorry about it what’s your order and proceed would’ve been enough. I truly wasn’t even bothered but he just kept rambling like idc just give me my order… clearly this establishment needs to learn how to deal...

Sorry to say this but I ordered 2x from this new location and my order was messed up every time. I received a bitten taco pizza witch was unsanitary and a burrito that was watery with hardly any meat just runny lettuce in a few meat chunks with beans yuck I don't understand how that was even possible to roll ugh, I requested no beans and sure enough it was beans in my burrito 🌯 it's sad cause we pay our money for the things we want but get something totally different. I really was rooting for this new location but I guess it's a 2star out of 5star fast food restaurant. Be careful ordering from here cause you never know what you may get. I thought I'd give it another try being that some employees maybe new in still learning how to put tacos together so I said maybe it was a newbie so I tried a new order for a second time around in things gotten worse so I won't be ordering from lake avenue taco bell anymore. Please train your employees on how to properly create customer's orders it is only right. I hate to post this but it's the truth in hopefully this location can do better to gain more star's. I love taco bell all my life in I was happy to see this new location being built in the inner city but it's poor...