Taco Bell — Restaurant in Fall River

Disclaimer: the main part of this complaint stems from the Tace Bell app glitching multiple times. With that being said, I do believe some blame falls on the restaurant and employee

I downloaded the Taco Bell app and began putting together a mobile order for drive thru pick up at this location. The app froze and had to be restarted twice while adding items to my cart and then would not let me put in my credit card information. It only let me purchase my order through Google Pay, which I did since I had no choice. Once I submitted my order I got a confirmation page saying my order would be ready in 5-8 minutes, and I can "roll up to the drive thru and give my name to pick up my order" I put my phone in my purse and drove to the restaurant. When I got to the speaker and gave my name for the mobile order I was informed by a female worker that there was no mobile order for drive thru pick up with that name. She then said the order was placed for pick up inside the restaurant. I knew this was not the case, but I asked if she could switch it to a drive thru pick up since I was already in the drive thru. She said this was fine. A few seconds later she got back on the speaker and said there actually is no order at all for me. ( I personally think that while they were trying to change the details of the order they accidentally deleted it all together) She asked if I could pull up and show her the confirmation on my phone. However, when I brought the app back up the order had disappeared on my end as well. I also never recieved an email confirmation. I asked if I could just purchase my order now and if I was charged twice I can dispute it with Taco Bell. I was told I was never charged for the mobile order because there wasn't one placed.

When I got to the window I wasn't greeted or even spoken to at all by the cashier who I spoke with at the speaker. We exchanged my debit card and my soda in pure silence... when she handed me my order I forced a small smile and said "Thank You" because as annoying as this situation was, it isn't the end of the world and isn't essentially this young woman's fault.... and she still doesn't say a word, just a blank stare. Nothing, she couldn't even say :"have a good night" How can you work in customer service and be so unaware of your job duties. I worked in customer service for 12 years. I ABSOLUTELY hated it, but I forced and faked it every day because it was the job I chose to have. I obviously have this person's name on my receipt, but it isnt about getting her in trouble. It's about a new restaurant having every opportunity to succeed if they train their staff better. Oh and Taco Bell needing to get their computer system and app to be working properly. I came home to check my account balance and just like I thought i have 2 charges on my card regarding this and if one of the holds doesn't fall off I will have to dispute it... which is exactly what I thought...

Pulled into the lot. A special needs (it seemed) teenager runs in front of us with a stolen grocery cart and launched it across the lot. He, his mom (who was an employee) and presummed sibling sat in the parking lot talking/bickering. We were picking up an online order. My boyfriend went in to pick up the order, and I was sitting in the car for 15 minutes. I watched 4 customers go in to pick up food and come back out a minute later to wait in their cars, probably to get away from the strange family interaction going on in front of them. My boyfriend came out, and he said a guy who had placed an online order an hour ago was still waiting, so we ran a quick errand down the street. Not a single car in the drive-thru lane. Came back, I went in. There was a YOUNG girl wearing a Taco Bell hat, but she didn't work there, she was the sibling from earlier, but she was manning the register!

Still waited another 5 minutes. Everyone has a personal life, but property theft and child labor makes a person wonder what the hell is going on over there. Go to the other one. That was a concerning experience.

I took pictures of the child behind the counter, but I won't post it for...

I hope this reaches the correct people both corporate and customer alike. This Taco Bell had the worst service, painfully slow food prep and presentation and the right ingredients. All of this going on WHILE GOING THROUGH A CORPORATE INSPECTION! I counted at least 3 different members of what appeared to be a corporate team. When we entered the restuarant people were already waiting for food along with a door dash employee that seemed slightly upset. After one of the Corporates told a guy on the cooking line to take our order he seemed like he hadn't worked a register at all. Honestly from watching the counter and hear customer after customer missing items and our own incorrect items which the final nail was a cheesy roll up, The easiest item any grown person could make, after waiting 10mins for our food, had chicken on it. I don't want to ride anyone's back about it but honestly if you are getting paid to make items as easy as this then what's going on in the back? I did not see one manager on the floor helping with the line, the counter or drive thru. What a lack of management. Avoid at all costs of you...