Taco Bell — Restaurant in Little Elm

We went to this location yesterday. I like to substitute steak for chicken in the protein bowl, and you can't do that at the kiosk. I've tried it before.

So, I walked in and went to the counter, and one of the staff came over and immediately said, "Do you not know how to use the kiosk?" I told her that I know how, but I want to make a substitution, and I can't do that at the kiosk. She responds, "Well, we want people to use the kiosk, and I can show you how, but you can't make that substitution at the kiosk."

I told her that I wanted to order at the counter in order to make that substitution, and she reluctantly allowed me. As I was finishing my order, a group of people walked up to the counter to order, and she said the same thing to them.

I don't like interacting with people any more than I have to, so I'd absolutely use the kiosk if it allowed me to make the substitutions that I want, but ordering at the counter should still be an option. There are going to be people who need to order at the counter, like elderly people, because they don't do well with technology. Computers are great, but that lady was rude, and it was unnecessary. She wasted my time with the back and forth instead of just...

I experienced a significant delay in the drive-thru service, which extended for approximately 40 minutes due to orders from DoorDash and Uber. As of 12:50 AM, this level of service becomes highly problematic. I had previously placed my order through the mobile app but remained in queue for an extended period. It is apparent that the employees in this establishment prioritize Uber orders, seemingly lacking awareness of the inconvenience caused to in-person customers who are physically waiting in line.

After enduring approximately 55 minutes of waiting, we were notified that no food was available in the kitchen. This situation raises concerns, as it appears that the staff may have been aware of their inability to fulfill my order but allowed patrons to continue waiting in line. It was only when the line progressed that we were informed, through the speaker system, that the food was unavailable. The handling of this situation was unexpected and disappointing.

Moreover, when I inquired about why such information wasn't conveyed earlier during the wait, there was an inability to provide a satisfactory explanation. This experience stands as one of the worst instances of service I have ever...

I wish there was a way to make a review without giving a star because this was the most repulsive experience I've ever had with any fast food chain. Not only did my husband and I wait in the drive thru for 20 minutes for our order but when we got our bag of food it wasn't even our order! So we parked and went inside to fix our order. I immediately knew why there was such a low quality of service when I saw the employees. They were all high school students just goofing around despite the long line of cars in the drive thru. When we told them that our bag didn't have our order they didn't even apologize except for one kid who wasn't even at the counter helping us. The girl that was helping us took the bag and put aside as if they were going to give it to the car at the drive thru window. I really hope they didn't because we had our hands all up in that food! Once they corrected our order, they didn't even say goodbye or have a nice day after we thanked them for correcting our order. Unfortunately, Taco Bell has lost another...