Taco Cabana — Restaurant in El Paso

I placed an onine order on a busy day at work on the TC website for delivery. The company that was going to deliver the food was DoorDash. About an hour after I placed the order my food still had not arrived. I called TC and was told to contact DoorDash, which I did. DoorDash said they showed it was delivered and to again contact TC for a refund. Which I did. But they said they couldn’t refund because the food was in fact picked up. Which I understand but I hadn’t gotten my food! So it was turning out to be a very bad experience. After a brief exchange with the manager who refused to refund my money I was told the district manager would call me. The DM called me and said he could not refund but would gladly give me a credit for the amount I paid and I could go at any time to use it. I expressed to him that I still wasn’t satisfied because I was still hungry, couldn’t leave my location due to jobs restrictions at the time, but accepted the credit because I often eat at TC anyway. He said that if possible he would have someone deliver the food, and I told him that I wasn’t trying to inconvenience anyone there I just wanted what I paid for. In the end the district manager himself delivered my order, along with 12 pack of tacos for my co workers. He truly went the extra mile, literally, to make the situation right for a regular customer. My co workers and I truly appreciated it and him because he definitely didn’t have to choose to do that. Thank you for taking care of your customers we will definitely be ordering from your restaurant again and have chosen to get food there for a company event we’ll be having soon 👍

p.s At the end of our shift one of my co workers found the food I ordered on the floor on the other side of the building no where near the entrance or where anyone would see it. It was the stupidest place to leave the food and I will never use...

We went to this restaurant this past Wednesday evening, 08/01/2018 to eat, of course. However..... to eat, one must have their food first. We placed our order and went out on the patio to wait. Now granted, at the time it was busy but NOT overflowingly busy. We waited 30 minutes and then asked the cashier to check on the progress of our order. We were told ours would be the next one up..... 30 more minutes passed by.... in the meantime we are watching several other customers/guests getting up and demanding their money back because they had waited over an hour for their food and never received it. Finally, we had had enough (by this time the restaurant was more than half empty) and then went to ask them to cancel our order (family of 5 mind you) and requested a refund. We all had had ice tea or sodas mind you so they wouldn't refund the full ticket, way to score even more points, NOT!!.. Their explanation was that their system had cleared out our order and our order ended up being lost.....hmmmmm, seems to me when a customer/guest asks the status on their order and it isn't in the system then they should have recalled in the system (hey, you know you can do that don't you???) and then get the kitchen busy remaking that order ASAP. Having worked in the Food & Beverage industry, we know first hand that orders can be recalled in the system. Lame excuses.... pretty sure the other guests that left unhappy and some were beyond pissed, were treated with the same explanation..... will we go there again? Oh Hell no, not this location and it will be a while before we try another Taco Cabana after this fisaco. As far as I am concerned, Taco Cabana doesn't even rate 1 star.... but I had to give them that so I could...

I went to this location Monday night after a long day of work my order took forever to be ready they had it sitting for minutes. I was pretty upset when I told the girl who took my order that I wanted it redone because they had it sitting she rolled her eyes and walked away from me talking on the headset which made me assume she was commenting about me. A couple of employees were sitting out there I suppose they had just gotten off their shift, I went up to the register to speak to a manager and one of the employees Sitting out there came to help me, her name was Julia. She stated she was one of the shift leads from the store and she could help me out, I do apologize to her because I was pretty upset after the other employees took long on my order and I was being rude. I asked for her general managers number she left to the back came back with the number, I spoke to the manager Vicente he apologized and assured me it wouldn't happen again. Julia then apologized for the issue she gave me my money back and called one of the employees sitting out there the one that remade my order in less then 5 minutes and even gave me free desert in apology for the inconvenience they had just made me go through. I believe that is a perfect way of fixing a problem and all employees should learn that instead of rolling eyes and...