Taco Casa — Restaurant in Rockwall

Contacted location on today via phone in regards to the process of how to go about getting a refund for items missing in order on 11/08/22. Asked to speak to manager and individual (man) who answers the phone identified himself as such. Proceeded to explain issue and also advised that I sent a detailed email at 9:29 pm on 11/08 to the email address located at bottom of receipt after I called the establishment and there was no answer. Also advised that I came back to the physical location and the lobby was still closed. Individual advised me that if I was going to be a “liar” and say their close when they have their lobby “open for this week” only then out conversation was going to go south. Again, I advised I did attempt to come back on 11/9 and it was in fact closed at the time I came and also I was giving them the opportunity to respond to net email as well. Was advised they don’t recall seeing no email from me and I advised it did not come back as in-deliverable and requested to get contact information for either district or regional manager. After that request I was told that I must be stupid because he is the owner of the restaurant and I need to go Google and look up what an owner is. I then requested his name and he advised me “me”. Eventually I was able to get his name even though he continued to be rude and asinine. John Mc Kenzie is the name provided to me as who I was speaking with and who identified himself in the later part of the conversation as the owner. He did not acknowledge a request for refund for my missing items, as advised, this has happened on several occasions with one or two items when coming through drive-thru, however in past I have chosen to just let that mishap occur but still chose to revisit the establishment again. Was advised “do you think I care if you ever come back to my location or do you think I’m going to loose any sleep and miss any money from you”. From a manager this type of interaction with a customer is unacceptable and it is definitely unacceptable from a supposedly individual representing themselves as the owner. Will definitely never visit this establishment or any other Taco Casa establishment that follows this same...

This is probably one of the worst Taco Casa's I've ever been to. The food was not bad, but their service is really disturbing. Extremely long wait times and I've seen the issue about preparing food with no gloves comes up several times and I've seen it first hand. The kid who took my order was using the computer and rubbing his face. Right after he took my order, he went to prepare some tortillas using his bare hands. All the kids in the back were using their bare hands to prepare food. All because you can prepare food with no gloves doesn't not mean you SHOULD. It is very hard for me to trust a stranger who is preparing food I will eat with their bare hands. I am sure anyone will feel that way. Although it may be legal, it just seems like a terrible work place practice and a bad owners decision.

If you have had multiple complaints about this particular issue, the smart and easy idea would be to just adopt the practice in using gloves to prepare food. Not doing so automatically gives me the assumption that the owner is very cheap and lazy, which can easily be rectified.

EDIT

After seeing the copy and pasted response again from the owner, I want to clarify I did not call anyone any names. I just simple this gives the assumption and impression of the owner.

I also believe I am not uninformed. I've seen this same response in several reviews and like I mentioned, all because you CAN work and prepare food with no gloves, does not mean that you SHOULD. I also do not understand the comparison to a dirty glove. If you follow common sense about sanitation, why would the glove be dirty and not be changed out periodically?

I am also not sure why the Rockwall High School class keeps being brought up or the legality of the situation. The basis of my review was to inform customer and potential customers of what they may see there. As I mention, I for one, would not like to be served food by someone's bare hands that I...

I really should have given them a higher star but here’s why I didn’t Then I feel Why I could have.. I can’t say how many times I have visited this location Where my order was correct because Usually It’s served just as ordered.. no problems & only Twice recently I ordered 12 crunchy tacos and twice I was shorted one.. Their phone line does not work to call in & complain or State what had happened no voicemail box either to leave a message But fortunately both times When I stated what happened and showed my receipt, it was handled professionally and cordially I was restored the missing item.. They are friendly, helpful, courteous, & nobody hassles or haggles or argues whenever a mistake is made..if you go in respectfully they reciprocate respect.. my lack of 5-star is on whoever was or is in charge that’s highest level management (in my book) maintaining an operable phone line with voicemail service so if it’s too busy to answer, which I’m fully aware can happen, there is voicemail someone could check and show they care about customer service.. there are 6 of us so when 12 tacos are ordered everyone gets 2.. so when you only get 11 Instead of twelve it’s a pain at the table as a mom I’ll give up mine so they all can have 2.. I’m grateful for them because I do enjoy several items off the menu but truly appreciate those working when I do visit.. this is not a complaint necessarily on the staff mistakes happen and can happen to anyone on any given day..when a mistake is made they aren’t bitter about solving it.. I appreciate and value that! They have a good team from what I’ve seen. 5-Stars to the employees 3-Stars for that phone...