Taco Bell — Restaurant in Knoxville

TERRIBLE CUSTOMER SERVICE!!!!! I wish I could've given this negative stars. I have come to this taco bell location many times over several years, and ever since they tore it done to rebuild, the customer service has gotten terrible. Today's visit was some of the worst customer service I have ever experienced. I placed my order online, because it was a large order. When I arrived, I was surprised they had put it into one bag, so I asked 'Is that everything?' The worker responded 'yeah, that's all of it'. When I arrived at home, they had left out 10 tacos and the rest of the order was smashed. Quesadillas had been crushed and stuck to the packaging so that they were ripped and shredded to the point half of the quesadilla went in the trash. The crunchwrap we ordered was little more than a tortilla, flat sheet and some lettuce. When I tried to call the store, no one would answer the phone. When I arrived back at the store, they had closed and locked the lobby. While I requested a manager to speak to me (even through the door) I was directed to the drive thru. Other employee laughed and carried on, and one felt so encouraged to hop and dance across the front of the door. Finally, one employee came to the door and listened to the issues, he responded "Oh, Okay". I stood at the door thinking they were attempting to resolve the issue (silly me) and after a few minutes they again started to direct me to the drive thru. So I went to the drive thru and waited to get to the speaker, when I did the lady on the other end cut me off before understanding I had already ordered and tried to 'find' the order that was already picked up. After I started to explain I was not there for a new order, I was directed to pull forward so a manager could talk with me. When I got to the window, The manager asks "what was wrong with the order?" I explained that I was missing tacos and she then acted shocked like that couldn't have happened. I showed her the receipt and she started to explain to me why, which amounts to the employees don't understand how to read the order on their receipts (which I had already figured out). While I tried to explain to her that I already knew the issues and didn't care for her to continue to explain it to me, she responded with 'I am trying be nice and explain what happened'. I told her that would have been more appreciated if the explanation had occurred when I called, or when I arrived at the store and instead of having employees laughing and dancing in front of me. I went on to explain that much of the order I did receive was poorly made or handled and little was of good enough quality worth paying for. She asked where the food was, because she needed it to replace any of the order, I told her I left the food I received at home so the kids who had expected dinner could eat what was available. She then asked 'what do you want me to do?' I said, "well I think at minimum you could give me the 10 tacos you left off of my order." she responded rudely and said 'okay' and returned to her cell phone call. Yes unsurprisingly, she had held her cellphone in plain sight the entire time. After waiting for the rest of the tacos to be made the only person who showed any level of customer service apologized for the issues. Again, silly me, thinking that everything was okay now, when I got home the tacos had been slung together and mangled. The meat and toppings were more on the wrapper than the shell, several tacos looked like they were squeezed, and then thrown into the bag. These were then thrown away as well. I am extremely disappointed with this service, quality, and treatment. This store used to be one of the very best taco bells, now I can't see myself ever going back to it....

The other day, we ordered almost $30 worth of food. A quesadilla, chicken cantina tacos, a hard taco, a chicken cantina quesadilla & a #9. They left out the two Taco supremes for the #9 & no salsa verde that comes with the quesadilla. I called back and talked to a manager who said he would replace it. I was a little annoyed because I thought the #9 should be replaced since it was not all there. I went tonight and gave my name that got me the two taco supremes the chicken cantina quesadilla. I ask for a handful of the salsa verde sauce. They say they can not do that because it's .20 each. I have no problem paying so I pay & look in the bag, still no sauce with the quesadilla they are fixing for me. Before I left I asked if they made the tacos supreme? The lady says yes. I get home & I have 2 regular hard tacos. They didn't put the guacamole or sour cream for the quesadilla. So I called back & and asked for a manager. I speak with one who says she is the one who was at the window. I tell her what happened & she says did they not make them supreme because I asked them to. That's her job to check, especially when I asked them. She then gives me an attitude like I'm making her work at work. I asked why I was not given my receipt & I'm never given a receipt at this location. She says it's their policy. Say what? I get it at other stores. She asks what I want & I want her to manage so I don't have to keep driving back. I tell her it won't be just a few tacos. I'm driving back because of their mistakes. She tells me to call back tomorrow & speak with the GM Becky because she can help me more. I ask her name & she says Mrs. Bella. Well, I'm not her worker & I'm not calling her that. I have no respect for someone who can't manage their staff, store, or thinks speaking to a customer rudely and talking over me is okay. How did 2 regular tacos get in the bag & why again was no salsa verde put in with the quesadilla? This was a remake because of the first mistake. You are making your team look bad. Lead by example or step down because you don't have great communication or people skills!!!

Update.......I called to speak to the GM Becky. She was very nice & accommodating. She listened to my concerns and apologized for how things were handled. She let me know she would be more than happy to fix it & no it is not their policy to not give a receipt to customers. I let her know this store never gives a receipt & will ask if you need any sauce when you order, but at the window they don't check if it's even in the bag. I went in yesterday and walked in to see Becky. She offered to remake my whole order. I thought that was very professional, but I declined. I just needed the 2 taco supremes & the chicken cantina quesadilla. Becky was what a manager should be. She wasn't rude & didn't lie to me. She offered to make it right after I had to keep coming back for their mistakes. Hopefully it's a learning curve & this store can step it up so we don't have all these issues anymore....

My wife and I pulled in at this location around 10 pm on June 1st after spending an evening volunteering. We ordered a large amount of food, and in our order we requested 8 cheesy role ups with taco meat, tomatoes and onions to help feed our two teenage foster boys. We got our order and made it a 1/4 of the way home. We had the 8 cheesy role ups with cheese, onion and tomatoes, but no taco meat as requested and the cheese was still in its shredded form, meaning it wasn't even hot enough to melt the cheese. Upon further inspection of our food, it was just haphazardly thrown in the bag and all was just barely warm. We were also given no receipt to see what we were charged for. My wife tried calling the store and someone would answer the phone and hang up, she finally gave up after the 5th try. We finally get to the menu/speaker and explained that we had just been through and ordered a large amount of food, which was already just barely warm and was going to now be cold because we still had a twenty minute drive ahead of us. The manager, to my surprise admitted that she forgot to add our taco meat because she had "pulled our ticket" without me even telling her our order. The manager would not hear that the food was cold, she was just hung up on the missed taco meat and would only fix it if we paid for the upcharge of said taco meat. My wife demanded that the entire order be fixed and the manager told her to calm down or she would ask us to leave her drive thru. At this point I was tired and hungry and just told her to fix it. As I started to drive forward I heard an employee yell in the background, get her and laugh. I had to pay $6.44 to get them to fix their mistake.  I believe I am officially done with Taco Bell. My full review can be found on Yelp. Google only allows...