Taco Bell — Restaurant in Lincoln Park

Update: just came back to them today. it was error from them and they apologized. Justin and the workers were nice and polite and had good customer service. Everything was resolved. Businesses will always make mistakes it’s just about how they solve their mistakes !!

So I placed a mobile order at 3:23 AM at night for my mom she’s been sick for the past week and she was hungry at night so I ordered her from this Taco Bell, so I pull up to the window mind you the last time I came, their drive thru menu didn’t work so I pulled up to the window to get my food. This white employee tells me to reverse my car and talk to him from the drive thru menu I don’t pay any attention to it and I reverse like he told. So I tell him about my mobile order and he says their system didn’t get it, I told him are you sure cause in my phone it says it’s confirmed and I clicked on pick-up in store (dine-in is closed but you pick up your food from the drive-thru) and on the “make my food ASAP” button so my food should’ve already been made (look at the photos that I uploaded if your confused). So I drive forward to the window to show him on my phone that it says my food should’ve been ready already, mind you I’m talking to the manager right now and his name is Justin (white employee as well) he says it doesn’t show up on his system and that if I want a refund that I have to deal with it on the Taco Bell mobile app. Mind you it’s close to 3:50AM now/ so I go on the mobile app write them a 3 paragraph on what happened and that I would love a refund, mind you it’s already 4:12AM now and the morning shifts starts and the night shift people leave anyways I go on the drive thru again to tell them that I wrote a complain and Taco Bell will be contacting me soon but this time I’m talking to a lady named Bianca (the morning shift worker) she says she already made my food and my order did in fact pop up in their system. SO I BELIEVE THE NIGHT SHIFT GUYS WERE LYING TO ME AND DIDN’T WANT TO MAKE MY FOOD,WHAT A DISGRACE AND UNPROFESSIONAL. If you didn’t want to make my food you could’ve been honest with me and not make me go through all this mess mind you my sick mom is still waiting for me, and the food ended being cold I was gonna ask Bianca to remake my food but my mom has been waiting for me 35 minutes and I can’t leave her for that long by herself. I’m a repeated customer and felt humiliated, the night shift guys should be held accountable for this incident !! and plz give Bianca a raise or something she was so understanding of the situation...

I placed a mobile order for pick up. I always pick up at the counter. I get there and they have the doors locked even though they are supposed to be open. This has happened to me once before. So I get in the long line for the drive thru. Last time this happened, I told the robot speaker I was picking up an order and it didn’t understand and it was a fight back and forth until finally a human came on and said “just pull up to the window”, never asked my name or anything at the order screen. So THIS time I figured why would I fight with this thing? When last time I was told “just pull up to the window”? So I just waited in line and went to the window. So 30 mins later I get to the window and let the girl know I’m picking up my order. She gives me a look, walks away, comes back and tells me (very unpleasantly) I need to go to the back of the line and tell the speaker I’m picking up my order. Seriously? I just sat here for 30 mins and my order was supposed to be ready 30 mins ago. AND it was supposed to be at the counter, NOT the drive thru. I tell the girl forget it. Cancel my order. She says with more attitude that I have to cancel it on the app and slams the window shut. HORRIBLE HORRIBLE service. I always pick up at the counter. The employees should see that I was supposed to pick up at the counter. How about politely telling me, next time to please stop at the speaker and let them know I’m picking up an order, but give me my food that should have been ready that I just waited 30 mins for. I have NEVER been treated so horribly.

Also, the extremely rude girl at the window was collecting payment, making drinks, and whatever else she does (I pray not touching any food) all in the same pair of gloves. Never changes them.

The photo attached is the response I received from Taco Bell after filling out the “contact us” form on the app. At least I’m getting my refund. But zero acknowledgment about what happened. Not okay.

This happened on 4/22/25 between 7:00pm and 7:30pm…just incase maybe a manager/higher up reads this and would actually like to hold this girl that was working the drive thru…and whoever she went and spoke to…accountable for...

If I could give 0 stars I would, hell I would give a negative star if I could. The past few times I have gone have been disastrous at best. Although sitting in a line be it drive thru or inside for 15+ minutes regularly the staff were always friendly and the food almost always good. As of late not only has the time in line increased tremendously the service has been hit or miss and the food just awful and usually wrong.

The past 3 times I have gone my cheese nacho has been a bag half filled with completely smashed chips which is the only "reasoning" I can assume my cup of cheese only half filled (or the cheese isn't even in my bag). The time before last my quesadilla had 1 section with chicken and only 2 sections with cheese. The cheesy fiesta potato I order always comes with sour cream although I order it without; I always specifically repeat with NO SOUR CREAM, the order screen will be correct, the order will be repeated back to me correct both at the speaker or counter, and again when I collect my gold either at the window or counter. This past time my quesadilla meal (which I order with no sauce and a soft taco no lettuce instead of a crunchy taco) had the sauce on the quesadilla as well as both ends having no cheese or chicken whatsoever, and my soft Taco no lettuce not even in my bag. When I called to talk to the manager not only did they REFUSE to give me their name, but also screamed at me "I'm not giving you my name what do you want."

I have been in the customer service industry specifically food service for 14 years both fast food and restaurants. I have also managed restaurants and a fast food restaurant and never have I heard of a MANAGER refusing to give a name to a customer but also never yelled "what do you want" at a customer (although I have...