Taco Bell — Restaurant in Maryland

I ordered a chalupa with ONLY refried beans, seasoned rice and tomatoes. As we were pulling out of the drive-thru, I noticed that my order was incorrect so I went inside of the store. I stood at the counter for at least 2-3 minutes before the manager Hilda got up from the table she was sitting at to come and help me. I explained to her that my order was incorrect and that I did not want cheese, lettuce nor sour cream. She reaches in the bag and gets my receipt and gets one of the workers to come and make sure my order was made correctly. I then stated to the manager Hilda one more time what I wanted on my chalupa, ONLY refried beans, seasoned rice and tomatoes, she then tells me that it automatically comes with tomatoes. At this point I was just ready to get my food remade and leave because the lack of customer service from a manager blew my mind. All I could think was how is something that I customized automatically come with something if it’s customized?! I was given attitude as if it were my fault that my order was made incorrectly and I only ordered three toppings. It was not that difficult of a task to ONLY put refried beans, seasoned rice and tomatoes. My order was remade and I should have checked it while in the store, but again I was just ready to get my food and leave because of how poorly I was treated as a customer. So I get in the car and I go to eat my food and there are NO tomatoes. By this point I no longer cared but my partner did, so he went to go into the store at 9:58 pm (they close at 10 pm) and there is an employee standing outside saying they’re closed and shrugging his shoulders while my partner is explaining to him we just left moments ago and if you close at 10 pm there is no reason why at 9:58 pm your doors should be locked. So the employee, another employee and my partner then go to the side door entrance and my partner then goes to speak to the manager Hilda and the employee who was blocking my partner from entering the main entrance door prior to entering the side entrance door begins shouting racial slurs and the manager Hilda threatened to call the police because my partner came into the store while they were “closed”. Hilda did issue a refund at 10:00 pm which I have included a copy of the refund receipt as she did not give the original receipt back. There was no reason that myself or my partner should’ve been treated the way that we were treated all because of the mistakes of employees. There is also no reason why a place of business should have posted times of operation if they are not going to uphold those times of operation. Hence the reason why I mentioned the times. We were told to go through the drive-thru when I had just left out of the store moments before and there was still a customer in the store. This was the absolute worst experience I have ever had with Taco Bell. Please do better at treating your customers with respect because if it were not for the customers there would be no need to...

If I could Rate this location ZERO Stars, I would. Apparantly Taco Bell has Managers with absolutely no Customer Service Training. They must give them the Title and say "Go for it"! On Sunday June 22nd at approximately 1:45 AM I waited in the Drive Thru lane behind 15 cars. Then, when I get to the Speaker, I wait 15 minuites, while a long line of approximately another 12 cars forms, behind me. With all cars gone in front of me (already got food and left) I began to think they must have fallen asleep in there so I pulled up to the Window to place my order. The lady who claimed to be the Manager, said "Our device must not have picked up your vehicle but I can Take your order and you can Pay but you will have to go back around and get back in line to get your food. Keep in mind, I have a huge F250 Crew Cab with 4 full doors. How could it pick up little cars but not this huge truck? I explained to her that I already waited over 25 minuites and was not willing to get back in line, all over again! I insisted no, I was in line and already waited so I refused to do it again. She called Baltimore County Police on me. I guess it is my fault that in 2025, with AI and all of the other High Dollar technology out there, their system did not detect my vehicle so I was to be inconvenienced, by having to get back in line all over again. Had she been "properly trained", and not just "cut loose", with no actual Management Training, she would have simply said, "I apologize that our system did not detect your vehicle but I can take your order now and allowed me to wait right there at the window. Not to "further" inconvenience me. And then, to Call the Baltimore County Police on a Customer, when it's the Managements fault, is utterly unreasonable. Some people with authority that have no Management Training, should not be Managers, period. I left and went to a completely different restaurant for my food. If this is acceptable behavior from Taco Bell Corporate, I will no longer patronize any Taco...

After ordering a meal, at the drive-through, for my wife, I attempted to order something for myself. I was told by the order taker that vegetarian meals could only be ordered online. At the pick up window, the store manager confirmed the statement, made by the order taker. I was confused, as I have ordered vegetarian meals at Taco Bell pick-up windows, up and down the East Coast, for years. However, in this instance, I was instructed to place the order online and wait five to eight minutes (according to the app), and then return to the window. Being unfamiliar with that ordering option, I asked the manager if ordering online would place the order with her and she said it would. I pulled into a parking space, placed the order, and waited. While doing so, I noticed that a store other than the one in question had received the order and payment. I went inside to speak with the "manager", who took no responsibility for the bad information. She was rude and disrespectful. She demonstrated poor customer service skills. Most importantly, for me, she served as a horrible example for the crew with the misfortune to serve under her, so called, leadership.

Having spent some time in my life, working in various Customer Service situations, I certainly understand that in the profession, no matter the level or environment, the days can be long and arduous. For that reason, when I have encountered less than pleasant challenges due to less than pleasant treatment from supposedly trained Customer Service Professionals, I have only asked that they are reminded of the core of their mission and that, as the situation warrants, they be retrained.

I spoke with the Corporate Customer Service Office about this incident and shared my unpleasant experience. In breaking with my usual approach, I didn't suggest retraining for the grossly unprofessional manager. Neither did I suggest that she should be terminated. Although, I am not convinced that she...