Taco Bell — Restaurant in Madison

This is normally a great place with excellent service and managers..I just tried the taco bell app. When I arrived they had no record of my order. I was trapped in the drive through (once you commit to the drive through it is a one lane deal with curbs holding you in), having paid via the app and with emailed receipt and instruction to go to drive through and say my name; and I had the email receipt in hand just in case, to prove I paid. I was told there was nothing they could do. Normally, and especially with receipt in hand as proof, this particular taco bell would and has (under circumstances not having to do with the app, which is the same as ordering online, the intent of the app being to make it easier and more personal) made up for their errors with a free drink or meal depending on the circumstances. My order totalled $2.39. I would have thought that they would have given me the burrito and drink to keep me as a valued customer as the error was on their end, I had the receipt to show them, and to make up for the 30 minutes I was trapped in line. But I was offered nothing but an apology. I am conflicted and confused as this used to be the type of establishment that encouraged customers to have a good experience and ensured that you did. Perhaps management has changed in the last month or so since I have been by? Either way, I won't be returning soon; and I will DEFINITELY NOT use the app or online ordering service again. If I receive an apology from the app/online service and a credit for a free (you name the cheapest thing on the menu) or a percentage off or ANYTHING to take the proverbial "bad taste" out of my mouth and to compensate for the time spent that I will never get back and could have spent with my family, I will post an update and apologize for the hasty review..I did wait another half hour upon returning home to write this; however, so I am not expecting to hear from them and still await...

If this rating had the option to put no stars, I totally would. This location will not receive another dime out of our family. Marsha, the cashier, would not give any eye contact with my husband while He was relating the order to her. She was very rude the entire time, acting as though my husband and I were a bother to her for buying food... we paid for the order, looked at the receipt, noticed some condiment errors in the order. My husband Went back up to counter, waited for someone to assist our needs. Got several glances from the employees, no one walks over to ask, “how can I help you?” in any way. Finally, my husband interjects to tell Marsha the errors. She walks back to the back, AND WHILE WE ARE STILL STANDING THERE, tells the food preparers, “yeah so on that big order, they now decided they don’t want no lettuce”, rolls her eyes, and heads back to the register for the next customer. STRIKE ONE: ATTITUDE. Finally we get our order, we take the bag immediately to the table to double check the order (mind you, we’ve had two recent experiences where they left out food), and find we are missing 2 nachos and a soft taco. Take the needs back to the counter, Marsha attends the need after several minutes, tells the preparers, and they finish making the other orders. Finally after 20 min, after ORDERS AFTER OURS were put out, my husband, very enraged, goes up to the counter and says, “HEY we’re still missing our items!” STRIKE TWO: ORDER DELAY. Finally, we got ALL our food, got in the car, realized me spent 45 minutes in Taco Bell. That is freaking ridiculous! STRIKE THREE: TIME IN BUILDING We will be contacting the regional manager or whoever we can to report on this location. They need some serious customer service training. Nobody deserves this kind of frustration. This is where viral videos of customers flip out in fast food stores, they don’t ever show what the customer goes through to this breaking...

Earlier today (almost 2 hours prior to arriving at this location) I placed an online order for dinner for our family. I have a special needs child and I wasn't feeling well and asked my bf to go grab the order. He gave them my last name and the employee claimed they never received an order with that name. I called the establishment to inquire what happened. Upon greeting the employee and explaining to her that my significant other came through the drive through and was confused as to what happened, their response was "we don't have any order"...No inquiry as to how or why I would be calling or anything about how there might have been a mix up, NO instead she blatantly just refused to having an order. I informed her that my card had been charged and the location listed matched the one he was located at. Only after that did she ask for my name, only to tell me he got the name wrong (I have been with this man for 4 years, don't blame him because you can't read the order). After he had to return to the drive thru line and wait, and finally got home we realized they left off part of the order and ALL of the items were put together very poorly. Almost no filling in any of the items. We spent $44 to feed our family and have leftovers, I might as well have feed everyone a few scraps of cheese on a tortilla. I understand that everyone has a lot on their plate because of the current pandemic but this was just unacceptable. There's no reason to be rude to a paying customer inquiring about their purchases and absolutely disrespectful to then purposefully make said order in the most piss poor manner imaginable. They will not receive my business again, I've eaten at numerous taco bells over the years and never recieved such an awful experience. It honestly makes me question whether or not I want to give the...