Taco Bell — Restaurant in Richmond

I have never have experienced customer service such as in this Taco Bell! I went through the drive thru and ordered a grilled cheese beef burrito with a side of sour cream and nacho cheese. The burrito looked like it exploded, ripped open down the whole side and the side of sour cream I paid for was equal to a quarter teaspoon. Now I order this same order each time we visit so I’m aware of what and how I’m supposed to receive my order. I pulled around parked my car and went in an asked for manager. I was asked by cashier what the problem was very nastily and was told that I received the proper squirt of sour cream and I’d have to deal with the pile of burrito in the paper. Nobody would give me the name of GM and it became a joke between them all I was left standing there while all staff carried on laughing while being ignored! This was at 9:45pm on 3/10/2025. Now I live on opposite side of town but was in the area and knew this location just reopened after remodel. Now why bother spending all that money on a remodel but have your staff be trained to treat their guests in that manner. I left with no managers name, not the one on duty or the GM’s! I was polite and expect to be treated as I treat others but this place was run like a romper room! I will be going as far as I can go up the chain to address this! I normally would never waste my time but I have NEVER been so disrespected by the whole staff! It was a big joke to them! They might as well shut it back down unless they hire someone that knows how to train a staff! Your staff will only as good as you train them and they reflect from their managers customer service so obviously it’s a hopeless cause! So beware if they demonstrate that kind of careless customer service I can imagine and experienced the pride they take in their food output! BEWARE! AVOID THIS LOCATION IF YOU WOULD LIKE TO BE TREATED A A GUEST THAT THEY WOULD LIKE YOU...

It was terrible. We ordered online and when we finally got to the speaker box the girl asked if it was a mobile app, we replied yes for Brianne. She then told us, wait a minute. After about 5 minutes (and a line of cars behind us) she comes back on and asks what we wanted. Replied with I've already ordered you asked us to wait. She thens says oh yeah, one minute. While we were waiting (yet another 5 minutes) a small car comes speeding around and pulls right up to the window and throws something at the window. The same girl starts joking with this person, carrying on with a conversation with this person, hands the person a drink and still is conversation with this person. I finally say into the speaker.. HELLO??? Now she comes back with, can I help you? My daughter then says...we've already ordered can we pull up? Her reply, yeah pull up. Then at the window the girl hands my daughter the drink, my daughter says thank you. Her reply was mmm! Then finally hands us our food that we spent $31 and some change on. We get home to find that not only was our food ice cold but two of the items weren't even in the bag. Nor were the sauces we asked for. 1 beef crunchy taco and 1 cheesy gordita crunch weren't in the bag. Order # 969409, restaurant # 002224 07/02/2025 11:01pm ready for pickup yet we sat there in line for 5 minutes and then at the speaker box for an additional 10 minutes. The girl was a heavy set light skinned African-American. Very rude young lady. Not only am I going to corporate with this because this isn't the first time at this location that we have had issues with our orders and having to wait like this but I expect a full refund. Maybe you should have an adult there at all times instead of having children run...

Disgusting disrespectful staff. I will never again go there as a customer nor as a dash driver. The staff are absolutely unorganized and nasty! I decided to pickup a door dash order on my way home...horrible decision. I had to wait extreeeeeeeemely long for an order that was preordered and according to the customer ended up being wrong! The staff were telling me to do contradicting things to get the order. I did exactly what the person at the first point of contact told me to do which was to go ahead pull up to the 2nd window. I waited until the girl there finished with the customer she had before asking her for the order. She proceeded to suggest i get back in line behind someone i was already ahead of! Absolutely not .....she must have lost her mind! After that her tone and her demeanor were extremely foul and i responded accordingly. I'm a 35 year old woman ....i'm not about to play with these kids (that’s what they are to me). They need training, better communication and some respect or else they will be working at Taco Bell at the same exact level for the rest of their lives . Not by choice, but because no other establishment will tolerate their foolishness & lack of couth 🤷🏾‍♀️. They also need a mobile pickup area as indicated inside the app! The terrible attitudes I witnessed is dangerous because some people in these streets have Absolutely NOTHING to lose and may act accordingly when met with what I was met with at this location.Will never ....ever be back there...child...