Taco Bell — Restaurant in Madison

I have 2 be honest. I have only been to this Taco Bell a handful of times over the past 2 years which is worth mentioning because I love Taco Bell. I work in the area & sometimes have made the mistake of visiting this restaurant but if my most recent visit remains in my memory, it will likely be my last. First of all, they are ALWAYS super slow. Drive thru or dine-in, you'll be waiting longer than anyone should have to wait for "fast" food. Since they have the kiosk for you to place orders, the cashiers are very reluctant to help you. If you order ahead, your food may be ready for you upon arrival, but then of course, it may also be cold & soggy. Most likely, not ready. Most recently, I ordered at the kiosk, I also paid at the kiosk with my debit card... Or so I thought. Apparently my order wasn't submitted but I didn't know this. The cashier stood at the counter the entire 10 minutes I waited for my food and then someone, presumably the manager asked me what I ordered. That's when I found out my order wasn't submitted. They told me that if my order had been submitted, I'd have gotten a receipt from the kiosk. Prior to using the kiosk, I asked the cashier for instructions on how 2 use it but he didn't notice me mistakenly using the machine even after I inserted my card & asked 'Is that it?', after I believed to have completed my transaction. Back to the manager, she offered to make my order at no cost, however I am ridiculously picky so nothing I eat isn't a special order which gets time consuming plus my coworkers & I had about 7 minutes to make it back to work so I politely declined. She attempted to insist, which I do appreciate, but as I stated, I was in a rush. I didn't want to eat there, they're terrible, but I was riding with a friend. The manager actually got irate with me. 'I'm tryna fix this for you,' she spat with a little attitude and neck rolling. I thanked her & again, declined the gesture. She stared at me awkwardly until I turned to walk away. I heard her muttering something to the cashier, & at that point, I nearly lost my cool & was gonna let it rip on her, but I was 2 tired already & I had really low expectations walking in so nothing about my experience was surprising. But in the future, I know the best way to avoid this frustration is just to never go anywhere near this Taco Bell ever again. I worked at Taco Bell for 7 years, it was my first job. We had high standards in regards to speed of service, it was a busy store that stayed open 24hrs & was number 1 in the region so maybe I am biased, but this restaurant doesn't live up to the customer service standards I remember. Not at all. If you live close by & TB is your favorite guilty pleasure, download the app, order ahead & make it there about 15min after. Everyone else, don't be dissuaded by that Chik-fil-A line double wrapped around the building, I promise it moves faster & accuracy is a priority. This Taco Bell is trash, just...

Called the store and politely let them know they forgot a single Chalupa. No big deal. I just am frugal and since I had paid for it on the mobile pick up app, I wanted to get what I paid for. NOTHING to be upset over. I told them I wasn't able to come back to the restaurant tonight as I'd already sat an extremely long time in their drive thru due to another customers lengthy order (I had 2 people go to the window to ask me what order I had placed & one poor girl almost dropped my freeze bc of a bug at the window but thats not a complaint in the slightest. Id have jerked back too). Anyway, they said come back tomorrow and I expressed my disinterest in returning to have Taco Bell a 2nd day in a row. The employee replied "So what you want me to do then?" in an extremely rude tone. I said I'd like them to take down my name and number and get me the missing item on my next preferred visit. The phone had to be passed off twice before she came back and rudely asked for my name which I provided and again, in rude tone went "Is that it?" Again, completely uncalled for. Id already addressed that I understood the mistake and that they were busy but I just didn't want to come back that same night or again the next day when she handed the phone to some guy like I didnt understand the option provided didn't work. I asked to speak to that guy again because of how snippy everyone had been when I had been calm and civil. I once again asked for my name and number to be taken down and this time to have the owner or head of management contact me. He unwillingly did so but when I spelt my name out (As people often hear "Alice") and he acted like I was being hostile, I assured him I'd been nothing but civil and communicated clearly the easiest solution but the disrespect when I'd been kind was unappreciated and unprofessional. I asked when I could expect a call from Ms Rita (spelling?) and he said probably tomorrow that he would "explain the situation" to her (also very sparky and condescending).

I've been here so many times and never had this issue. I don't know if it's just understaffing and stress but Taco Bell should not be a rude enough experience that I ever had to write this review but here we are. I'll be by the store tomorrow, not for my missing item but to speak with you all face to face to work towards a resolution and hopefully better...

There is honestly so much I could say about my experience here. I made a pick up order to do in store pick up. When I went to the door, the doors were locked. I then I had to join the drive thru line. I’m not even exaggerating… I waited over an hour for my food. I got there around 1:20 and didn’t leave the line till 2:35. I honestly would have been there longer if if weren’t for the 4 or 5 cars that left the line because of the long wait. Once I finally got up to the window to tell them that I had a pick up order. They said they couldn’t find my name and I didn’t have one. I explained I was at the correct location and have the order pulled up onto my phone. They said they wouldn’t be able to make my food since they didn’t have it even if I showed them the order. They finally found my name and proceeded to tell me they no longer had Mexican Pizzas, which is one of the items I had ordered. I asked would I be able to receive a refund and they said no I would have to do it online. No one even offered if I would like to get something else to replace the pizza since I already paid for it. Anyways, at this point of waiting, I wasn’t even gonna try to argue or make a scene so I just said it was fine and continued to wait even longer to pull up to the window. Once I had finally made it to the window, the lady was very rude and unprofessional. She had given me my bag of food. I checked it. I was missing 5 things. 2 drinks, 2 chicken chipotle melts, and a quesadilla (not including the mexican pizza I had already paid for). The only thing I had in my bag were tacos. I then waited even longer for them to cook my items that were missing in my bag. I finally leave and come home. My food and the wrapping it comes in are completely drenched. I’ll attach the photos below. I will no longer be coming back here. I never do these type of things because I’ve worked in customer service before. I’m usually a very patient person and can understand if there is a staffing issue. This was just too much and went...