Taco Bell — Restaurant in Houston

This place really needs help! It is about a 10 min drive from my house so it is a trip in itself to get to it. When I go there I try to go to the nearby grocery store but occasionally KFC is my only reason for my outing. I must say when they do have chicken it is usually very good, but their unpredictability is very frustrating. Unfortunately i usually eat around 8 or 8:30 at night so I know they might not be as well stocked as earlier, but they are open til 10pm so the hour shouldn't really matter. KFC regional office really needs to step in and re-train or fire the upper management at this location. The counter people seem to be just as lost as the customers when it comes to understanding what is going on. 2 months ago i went there at 7:30 pm and they were out of everything KFC. Tonight I arrived at 8:15 pm and there was a guy at the front door telling me and others that only drive thru was available the dining room was closed. I asked him why and he said they didn't have any employees to work the counter. Isn't that is why we hire managers? Are they too good to come out of the office and work as cashier if needed? I am sure they were in the building doing some task that could have been done at a later time. Contacting Corporate KFC seems like a futile task so this is the only place that might get someones attention. KFC has been around for ever and I am sure they will be around long past my life. I guess from now on I will start calling ahead and asking if they have chicken and if they are open and are they closing in the next 15 or 20 minutes. They probably don't answer the phone, I guess that will be my next review of KFC on Taylor in Sawyer heights in Houston Tx.

Just a quick update, on Sunday Oct 13th I thought I could alleviate any stress and disappointment by calling this location to confirm that they were open and still had chicken available to sell. I called the locations number at least eight times to try to get the information and no one ever answered the phone. Ugh! I decided to try a different location so I called them a few times too and same result, no answer! I guess it is KFC policy not to answer the phone during business hours. I reluctantly decided to drive to the original location and they were open and they had chicken for sale, wow, I got so lucky! Unfortunately the chicken really wasn't worth the effort. The grease that was coming from the chicken was black which indicates they hadn't changed the oil for awhile. Well at least I got some chicken. Maybe my expectations are just to high or maybe only go there when they open for the day, I will probably get better results. ...

So, this is one of my bimonthly Taco Bell locations I frequent. I went in as normal to order from the counter. After waiting several minutes, I asked the lady behind the counter who was obviously ignoring me if I may order. She said I must order from the kiosk. I told her I don't want to order from the kiosk, I want to order at the counter. Mind you I'm the only guest in the restaurant, and I've had negative experiences in the past ordering from a kiosk. I asked her who told her customers must order from the kiosk and she said "Mauricio". She said again I need to order at the kiosk. I asked her if the cash register was out of order and she didn't like that and she said order from the kiosk, get out, or she is calling the police. Holly cow!! I told her to call the police and she dialed 911 on her cell phone. So I left the lobby and went through the drive through. Now the experience through the drive through was awesome. Completely different vibe. I just can't believe the lack of customer service inside. The manager who called 911 did say her boss, the franchisee (apparently Mauricio) was the one who told her to not serve guests at the counter, and to call the cops if customers were persistence on ordering at the counter. If that's true, there are some issues. It shouldn't have escalated to this.

I did video record the majority of this interaction on my cell phone. I'm contacting corporate in the morning. I...

I eat Taco Bell all the time and have been to this specific location at least 5 times in the last month. I do not like ordering from the mobile app here because it takes longer than ordering on the inside.

With that said, they tell you to use the machine, even when you want to order at the counter. I have seen this happen multiple times.

When getting my food, my cheese for my nachos tasted scorched. This is the second time I have had this taste at Taco Bell (the other being at another location.) When I let them know, they traded out the cheese, but it tasted the same. The manager was informed and he told me that they do nothing extra with the cheese. I let him know that I go to Taco Bell several times a week and I know what the cheese should taste like. He said they would check it out and left it at that.

I walked away with my nasty cheese. If I was in their place, I would have first apologized. (Which I did not receive from the manager.) I would have immediate said that I would investigate to see what is going on. (Instead of saying it wasn’t my fault) Finally, I would have offered a different side of equal value. I would not have allowed my guest to walk away feeling as if she was the problem. That’s just bad customer service.

I will still go to my other 3 locations, but I’m done...