Taco Bell — Restaurant in Rochester

I normally don’t leave reviews, but I felt like it was necessary after my experience last night with my family.

Around 1am this morning, we went through the drive-thru, and we placed a relatively large order. To begin, the brunette lady working the drive-thru was very off-putting. She kept trying to rush us while we were placing our order, and she didn’t seem very customer friendly. Whatever. We placed our order, and we got our food. We noticed a lady in front of us didn’t get their full order because she walked up to the drive-thru window as we were getting our food, so we decided to park and check our order. Surely enough, we were missing a beefy melt burrito. No worries. Things happen. They were busy. I get it. So I went up to the window to ask for the burrito I was missing, and right away, she was rude. She acted like I was a huge inconvenience as if it was convenient for me to have to walk up there and ask for the remainder of my order I paid for (keep in mind, the line was incredibly long so I was not about to wait in line again for one burrito). Anyways, I got my burrito, but there was no sauce? Just meat, cheese, and red strips? What about the nacho cheese and sour cream? Anyways, we ate our food and left. Don’t waste your time here. The drive-thru lady is incredibly rude and should not be allowed to work customer service, and they messed up not only our order, but the lady in front of us too. I’ve worked at Taco Bell before. That was my first job. I understand it gets stressful, but there just simply is no excuse to be rude to a customer just wanting the order they paid for. I wasn’t rude. A simple apology and correction...

I visited the drive thru 10pm on a Friday night, pulled to the speaker, and am told they are only taking online orders and doordash. Um, okay. That makes no sense, but sure. Pull in a parking spot, place order online. 8 minutes later, I drive up to the speaker to give info to pick up my order, "Sorry, we are no longer taking orders. We are closed." Um, not okay. I explained to the lady what she previously instructed me to do, and she told me to come on down. She quickly gave me my bag of food and shut the window even quicker. I get home excited to finally eat my 3 taco supremes and nachos. Joke was on me apparently, because all I received was 3 soggy crunchy tacos overflowing with beans, sour cream and onions, nothing else.

Tried to reach out all week to rectify the situation to no avail. So I stopped in the following weekend and asked for a manager. He came to the window, listened, saw the pictures, apologized, and issued me a refund. It's because of him I gave this place a 2 star rating (I'd give him a 5 star). Thank you for...

Horrible service. I ordered online and went there to pick it up. It said the order was ready and it could be picked up inside. The lobby is closed, so I go through the drive through. They told me there is no order. I tell them the order number and they say" Too bad. Ask for a refund through the app." I tell them I did it online and I dont have the app. They won't refund me. After I try the contact option online to get a refund, which does not include a number or any confirmation that they recieved it, it is clear I'm not getting refund. So I try going back and ordering the food through the drive through, and wouldn't you know they say "you can only order that online." Absolute nonsense. I showed them the order number again and they said they can't do that. Great. What a waste of time.

Honestly, this location has always been awful but it is only getting worse. The staff is almost always rude and super unhelpful. If you can't do online orders, you need to advertise that instead of sending people on a wild goose chase. Give me...