Taco Bell — Restaurant in Springfield

⭐ 1 star Terrible experience at this location.

Extremely Disappointing Experience – Customer Service Breakdown at Taco Bell

I had a very frustrating experience while ordering at Taco Bell using the self-service kiosk. I placed an order for the $7 Box and 2 Chicken Flat Melts, and applied a "$1 off if you spend $5" coupon from the Taco Bell app. The total came out to $11.71. I chose to pay with cash, so I approached the front cashier, gave her my name, and she confirmed the $11.71 total.

After handing her $12, I asked if she could add a note to make the Chalupa fresh and to double-steam the flat melts so the cheese would be melted. She did something on the register, and then suddenly the total changed to $12.71 — apparently the $1 off coupon had been removed.

I explained that the coupon had applied just fine on the kiosk, but after she added the note, it disappeared. Several team members attempted to help, but no one could figure it out. They told me the coupon can only be used at the kiosk, which I had already done before the cashier’s changes interfered with it.

I asked them to cancel the order so I could redo it on the kiosk. However, the kiosk wouldn’t accept my coupon code again, and the mobile app wouldn’t process my order either. I went back to the register and the cashier called the manager.

Unfortunately, the manager was unprofessional, dismissive, and simply wasn’t listening. He repeatedly told me to “just scan the receipt for points,” which had nothing to do with the issue. Even the cashier understood I was trying to use a valid coupon — not collect points. Only after I raised my voice did the manager finally admit, “Oh, we can’t use that coupon at the register.”

This situation involved:

A kiosk issue

A cashier error that voided my applied coupon

A manager who lacked professionalism and basic customer service skills

This entire visit was a failure from start to finish. I left without placing my order. Rating this experience an F. Completely unacceptable. I will not be returning to this location, and I strongly urge Taco Bell to train your staff, especially managers, on how to properly assist customers and understand your own system...

I placed my order online, and when I came in it wasn’t ready so I checked in with the person up front. A few people were in line at that time, but over the next 25 minutes they were taking and making new orders for people and since I was on my lunch I kept checking when it would be ready. The girl handing out the orders just looked at me like I wasn’t speaking English and didn’t respond when I asked for an update. When I finally got my food I was very upset and asked for the manager Eric. He came over and said that the estimated time for my order was just two minutes before he delivered it and repeated that over and over again steamrolling me. I’m sure if I came through the drive thru they wouldn’t have held the line up to DELAY my order to the window generated on the app. The fact is, if you have time to take and make new orders for people who arrived after me, you can make mine before that window. This man just brushed me off and said “maybe they were up on the screen already.” He would have expected better service if he were in my shoes. Moments before that a man came up and was rude and angry about his order, and the manager Eric rewarded him with a coupon, but I was reasonable the entire time and it just got me steamrolled. It was clear he wasn’t going to understand my reasoning so I was leaving and was physically out the door and he was STILL shouting about the estimated pickup time. Until that point I hadn’t been screaming or anything, just giving feedback about how they needed to work on their customer service. But yes, I did finally get very angry and tell him to shut up and cussed at him since he was being combative. I have NEVER been so disrespected in any customer service experience. I am disgusted by the sight or thought of Taco Bell now.

Worst part is, there has been no follow up from the company. I just wanted to let them know about the way their store is being ran but I guess it’s their standard. This employee seriously needs...

There is one specific employee at this location who has really bad customer service skills and it’s a huge turn off. I’m a paying customer & also a driver for door dash (delivering to paying customers), I was trying to put my order in my bag for literally 30 seconds or less & she very rudely told me to drive up & do that. I’m trying to make sure the persons food is fresh. Then when I went to order for myself the other night there was NO ONE behind me in line, I drove up behind 2 cars when I was just about to confirm my mobile order & I had the wrong payment method selected so the order didn’t go through. I told the lady sorry just hold on one second I’m trying to confirm my order. She was bombarding me with impatience and rushing me- I felt really uncomfortable and disrespected so I told her never mind- I was about to place a 12$ order. They lost my business because of this, i’m not 100 percent sure but I think it’s the same employee. If not maybe it’s multiple employees. I will continue to deliver from this location but if the disrespect continues I probably won’t spend money...