Taco Bell — Restaurant in Pennington Gap

I have used the drive-thru a few times. Eachtime something has been wrong with my order. I understand mistakes happen and employees are new. However, never being able to get an order right is unacceptable. I pull up to the drive-thru and ask for a beef quesarrito. I was told I can only get one if I order through the app. What?! Does the app make the food itself? Are we now living as the Jetsons did? Why in the world can I not physically ask for an item and it be made for me? Okay, let's move on. I order a box meal. 4 burritos and 4 tacos. No beans on the burritos. The little screen that was in front of me said x4 no bean. Easy peasy. I order, pull to the window, pay, no receipt was given, was asked to pull to the front of the building and wait. Ummmm, im the only car in line. Oh well, I pull to the front of the building. A few minutes later a lady come out with my order. I specifically ask, no beans on the burritos, right? She replies, no beans. Great!!! Have a good day and off I go. Get home, beans on my burritos. Really? You had one variation and you couldn't handle the pressure. It wasn't even busy at the time I went. SMH, so frustrating and a waste of my money and time. I chose this to be my first Google review. I had to release my frustration. Get it...

Had dinner there with my wife and daughter yesterday on Sunday around 7 o clock, and when I first arrived no one was at the counter, every worker looked at us and passed by, finally a young woman had came to the counter after realizing we were about to leave an apologized for our wait. She told me she couldn't take orders yet as she was new there and was specifically hired and training for management but got Someone to get our order fairly quickly. Once my order was done she brought everything to our booth and was very friendly and cordial and kept apologizing for the wait, even gave us a ticket for a free taco! My wife asked her name, she said her name was Stephanie. So we just want to say thank you and give a big shout out to Stephanie, pennington gap's new shift manager in training for being extra polite and going the extra mile for this store. Whoever hired this young lady clearly has a big brain because when she becomes shift manager and her training is completed, I see her taking this restaurant to new heights as her customer service skills are something top management should be exceptionally proud of. As long as she's working here we will...

I was there for over 40 minutes waiting for two simple burritos. After being told at the drive thru window to pull around and wait. I waited 20 minutes and then went in to check where I waited.another 20 minutes being told that the customers in the drive thru needed to be made first. I finally got my oder and drove off only to find out IT WASN'T RIGHT. I called back and was told my name would be put down so I could get my correct order the next time I was in town. I showed up today, that above all happened last Sunday, and was told my name wasn't written down anywhere and there was nothing they could do to help me. A complete joke!! First 40 minutes for two simple burritos, then the order was wrong and I was promised a correction, and then NOTHING. Will never go back again and don't recommend...