Taco Bell — Restaurant in Crossville

I love Taco Bell & have listed my points below to reflect that. I moved to Crossville for work and this Taco Bell over the course of 3 months has consistently been unpleasant. I’ve waited and wanted things to improve and don’t write this easily or hastily. I’ve never written anything but positive reviews for other Taco Bell’s I’ve worked with, and write this with the faint hope that this will somehow bring change or attention to the listed issues at hand:

I’ve had employees completely ignore me and fellow customers when trying to pick up my mobile order. This is very nearly every time I visit, outside of when the male manager is on the front-end. He seems great. When they eventually attend my needs I would not receive my cup with my order and was forced to get their attention again which is frustrating. It makes me feel unwelcome and unwanted as a customer. Again, this happens nearly every time I submit a mobile order. I’ve made 1 mobile order that when I went to pick up both the lobby and DRIVE THRU was closed, with a car blocking the entrance to the drive-thru. I’ve waited up to 25 minutes for orders to be done from the point of order. Not an exaggeration, and my average wait time on a mobile order at this Restaurant is approx 14 minutes. (I understand that this one is likely outside of the office’s control) I try to call the customer-service line for a refund on my mobile order that wasn’t made when the store was CLOSED when it should’ve been open, and can’t get my money back. I call to try and make these other factors known so they can be addressed and nothing happens and I’m held on hold indefinitely.

Your current manager (I unfortunately don’t know his name) seems excellent and driven to improve customer service, but I don’t feel that the team is with him on this goal.

Less than 2 miles away on Peavine rd I can go and receive an entirely flipped experience. Pleasant customer service, FAST preparation, and CONSISTENT quality of food. It’s gotten to the point that I no longer visit your store, and instead spend an extra 20 minutes to drive there-and-back from Peavine Rd. For me it is the lack of consistency. I feel like I unfortunately cannot trust you for a positive experience on any of the listed categories above.

Thank-you for reading, I wish your facility the best...

Absolute horrible experience. Walked in, signs saying order from kiosk. No problem, right? Wrong. Only 1 kiosk working, line backed up. Ordering from a kiosk is slow. It's way faster to talk to a cashier. Maybe on a Sunday morning after churches let out, you should have someone working the cash register. We order from the kiosk, and since we're going through the trouble, we customize our food. We get our food and have to ask for our drink cups because no one has still even acknowledged our presence really. We go to get a fountain drink, and the whole machine is out of carbonated water. Some flavors were even out. The 10 people in front of us had battled the same situation. After 10 minutes of standing at the counter, finally get a young guy's attention, I asked him if the fountain drink machine behind the counter for the drive-through was working. He said, "I don't know. Let me go check." He comes back, rolling his eyes, and says that all machines are out of carbonated water. Well, okay then, I guess I'll get tea since they didn't apologize or anything. Tea was old and did not taste good at all. Finally, get to the food we ordered, and all the customizations were not done. You just got the stock menu item, nothing added, nothing taken away. Saw 15 to 20 families, "Come and go," and all ordered fountain drinks. Never once did I hear an employee say that their carbonated water was out. The way I see it, this taco bell was ripping people off left and right. Because good luck trying to get someone to talk to you to work things out. Pitiful excuse for even a fast food restaurant. I don't think I'll ever be back to this Taco Bell. And if they don't want to fix it, I may not go back to another one. People nowadays are scared to call places out for slacking off. I don't write reviews normally, but this experience and the 20 or so families that were there are making me write this one. I hope...

Taco Bell used to be a good place to go for fast food at a good price and with good service. Somewhere along the line that has gone down the toilet, particularly at this location. (The other one in town is MUCH better.) I always check my to-go orders because it is almost always guaranteed something will be missing from my order. Today was no different. I got to my car to check my order and there was an item missing. I went back in to get it. It is always hard to get anyone's attention at all. You basically have to holler at someone or wait till they come up to the counter to give someone else their order, then TRY to catch their attention because they will hardly ever acknowledge you are standing there. I told them the item I was missing, which was a cheesy double beef burrito. They replaced it, but it felt light so when I got to the car I opened it to check on it, and it was missing the red strips and couldn't tell there was any meat on it. Looked like a cheesy rice burrito. I had also ordered the Loaded Beef Nachos. There was no beef on it at all. I was in a hurry, so didn't go back in. Taco Bell has always been a favorite for the past 30+ years. Quality on about everything has gone way down. And it always takes forever to get the food, inside or drive thru. So very sad. I don't plan to be back at this particular Taco Bell anymore. I will drive to the one on the other side of town because they are overall...