Taco Bell — Restaurant in Springfield

I typically do not write reviews, but I felt it was important to share our recent experience, as it was one of the more frustrating visits I’ve had—not just at a Taco Bell, but at any fast food restaurant.

To begin, I understand that dinner hours are a busy time, and that the drive-thru often takes priority. However, the in-store experience left much to be desired in terms of customer service. While there were two ordering kiosks available, there was no signage or communication from staff indicating that all orders must be placed through them. My wife and I had placed our order online and were seated waiting when an older couple came in. They stood in line for some time, unaware they needed to use the kiosk, and only received assistance after standing in line for a while.

During this time, a DoorDash driver returned to the restaurant after accidentally receiving the wrong order. He attempted to resolve the issue, but the staff at the drive-thru window did not engage or assist. Eventually, another employee stepped in to help, but instead of remaking the food that had already left the building, they placed it back on the pickup shelf, which was concerning from a food safety and customer experience standpoint.

Meanwhile, we noticed another couple who arrived after us received their food before we did. Our estimated order completion time was 7:51 PM, but it was closer to 8:00 when we finally asked about it. At that point, an employee retrieved our food from behind the counter, rather than from the designated “mobile and online orders” area. It had clearly been ready but was never placed in the correct location or called out, resulting in unnecessary delay.

As for the meal itself, there were some positives. The new nuggets were excellent and a clear highlight—great flavor and value. My own order (a Gordita Crunch, potatoes, and bean burrito) was well-prepared and enjoyable.

Unfortunately, my wife’s meal did not meet expectations. We had both ordered the cheesy fiesta potatoes, and I had requested mine without sour cream. However, the containers were mixed up between our boxes. This caused confusion, as she wasn’t aware we had both ordered the same side. Additionally, her Crunchwrap Supreme was noticeably lacking in meat, with the majority of the filling consisting of cheese, lettuce, and tomato. She had to open it up to locate the small portion of meat, which was bunched toward the bottom.

I recognize that fast food establishments are often busy and that challenges arise. However, a small amount of attentiveness and clear communication can go a long way in improving the customer experience. I hope this feedback is taken constructively, as we’ve had better experiences in the past and would like to see this location return to that...

So, I believe in second chances. Unfortunately, this place fell short again. The first experience, we ordered our food. Well, they got the order mixed up and gave us food that did not match our order at all. We caught it in time though and they compt our drinks and gave us a free cinnastixs which was nice. Unfortunately when we got home we were still missing food and they still did not give us the right food items (I know shame on me for not checking before I left) So my girlfriend took it back up there to get it fixed. From my understanding the district manager was there, when we showed her everything she took the food and told my girlfriend she would fix it. She then proceeded to make her pay for everything that wasn't in the bag while also undoing the compted drinks. I've worked in fast food and can say I've always seen a manager comp a meal when the customer has had this bad of an experience but whatever. The second chance, we ordered online to pick up. We checked the bags to make sure everything was there and to our surprise it was. Unfortunately, when we got home one of the food items we ordered was burnt so bad I could not bite a piece off. Since most of the order was correct I gave 2 stars. But man. They have got to...

Ordered using the app. At the kiosk in the drive thru a female confirmed my order and I verified it was correct on screen. Got to the window and she was so nice while interacting. After pulling forward and parking in a parking spot to check my food the vegetarian item I ordered contained meat- I haven't had meat in 2 years and it would make me sick if I consumed it so I went back through to let them know that there was an error and to ask if they could remake it. The guy that came over the kiosk speaker this time was rude and snarky but said they'd remake it. I thanked him and pulled forward. After receiving the item a second time it was still made incorrectly as well as looked like they just threw it in the container like slop. so I went inside this time where he was even more rude, interrupted me, walked off in the middle of me explaining the issue and had another girl bring the food to the front. I understand it's fast food and people have bad days, but why work with people if you aren't a...