Taco Bell — Restaurant in Springville

Rarely do I give a bad review, but here it goes. I approached drive thru, gal asked if I was ready, I said yes, I gave my order. Then, she said “oh I guess I’m not ready”. During the time I was waiting for her, my daughter began to cry. I was dealing with a serious issue inside my car as well as trying to repeat my order to the lady. “No, I don’t want to upgrade my drink for 10 cents more” blah blah blah. I said “no” once but again she wasn’t ready. I believe she repeated my order back to me but I pulled up in line. I paid, asked for hot AND mild sauce. I noticed a burrito was missing from order as well as hot sauce and this is when all hell broke loose. I let her know my burrito was missing and she proceeded to go ON AND ON about how “I didn’t respond to her through the speaker when she repeated the order and I didn’t respond to her about the drink upgrade and this could have been avoided if I had responded to her” Ummm, I thought I did respond to all of her questions, maybe she didn’t hear because she “wasn’t ready”? I could be at fault because honestly I was focused on my daughter but hey, it’s just a burrito and can easily be added on right? The attitude was unreal. We are talking about a simple burrito to add on and this condescending lady is still going on about how I didn’t respond at the speaker. I get it! Sorry! Look, my child is upset and I just want my food and want to get out of here. Can I please go?! I asked if she still had my payment card and I got “YES. Because I have to CHARGE you to add on the food because you didn’t respond at the speaker” Holy cow. I got my food and reminded her I still needed the hot sauce to which she replies “I really DID put it in the bag” Well, geezzzzz she didn’t put any in the first bag, there was only mild sauce in there, so of course I’m going to ask. And here is the kicker....the burrito I just added on and I went through all the trouble to have ADDED ON was cold. A complete waste of money. I would have turned around and asked for a new one but didn’t even want to deal with it at this point. Just an FYI to individuals working in customer service: you never know what kind of day your customer is having so just try to be nice. I realize it’s hard, and I’ve done this job, and it’s trying at times. But just try to be kind because it goes...

I'm not a fan of the newer menu - which eliminated things like green sauce (which was an option for like 30+ years) & some of the Doritos taco shell flavors, etc. So, I hadn't had Taco Bell for 6 months or more & decided to give it another try.

The line was a little long but ridiculously slow, taking close to 20 minutes to get through. An item shown on the menu was apparently only available for online orders, meaning they could make it & wouldn't which is okay, but there's no need to be rude about it & they were. I finally got my food & left. They close the bag with a sticker & there's not space to sit in the drive thru without blocking it so I went home without looking in the bag & after all of that they'd made some of my order wrong & forgotten some of it.

I couldn't turn around & drive back immediately, so I called the number on the receipt - which they have apparently chosen to leave off the hook as opposed to take customer calls. Who in 2021 has a busy signal for hours with no option to leave a message?

I'm typically understanding of fast food restaurants & forgiving of problems here & there. But between the wait, poor customer service, incorrect order & impossibility of contacting them it was too much for me to ever go back especially to...

Nate -- who may be a shift lead or manager, I'm not sure -- has some interesting policies. When I placed an order, the person taking the order seemed to misunderstand it. She thought I didn't want black beans when what I asked for was to substitute in black beans. So I explained again, using direct but non-aggressive language to clarify my order. When I got to the window, Nate said I'd been very rude. I told him that I was simply clarifying my order because it had been misunderstood, and that I simply wanted my food. He proceeded to refuse service.

Now, I don't know what sort of day he was having or if he might have been protecting an especially sensitive staff member. But what I do know is that anyone in the service industry needs to be able to distinguish between a customer having some understandable frustration and being hostile. Trying to defend your staff against customers having any frustrations with their mistakes or communication foibles -- and especially going so far as refusing service -- is a sign of (at best) a...