Taco Bell — Restaurant in Thornton

This store always seems to have issues. Even when it's a good day. When we pulled up to the drive through speaker and said we had a mobile order, they were actually very great with being cheerful, and said the name on the order instead of just asking our name. I was actually impressed for that first thirty seconds. But it was my husband picking up an order in my name, and they kind of laughed about that. But really, that isn't a big deal. What came next was the problem. Today they were extremely slow at getting our food out to us, even though we ordered online ahead of time. And there was virtually no communication while we sat there and waited. The window was closed and they didn't seem at all interested in paying attention to us as customers. Finally they handed us the bag and we pulled around to the parking lot to check it. Unfortunately, we have to do this every time we order there. Today was proof it was a good idea to continue that "tradition". We were missing our order of cinna-bites. Something that would have made me very sad as it was a special treat for a long week, and a very long day. My husband got out of the car and walked into the lobby to remedy the situation. He said that they were extremely nice when he walked in and had no problem whatsoever when he said we were missing them. When he brought back the bag they had actually added a few extra for our trouble. That was great! And while we often have to go in to have something fixed, the majority of the time they have actually been very great about helping us out! So while it's annoying to have to go through the drive line again, or get out of the car and go into the lobby, at least they don't have bad attitudes about it. And I do really appreciate that! They definitely could get more stars with a few extra...

Placed a pick up order at 7 pm tonight through the app because the drive through was long. Went to go in the restaurant and saw a sign that they are only doing drive through. The app said they were making my food already, so I called the store and spoke with an employee to see if they could just bring out my food, since the lobby door was closed. She said she didnt know and needed to get her manager. I was on hold for a few minutes and spoke to the manager who told me he couldnt bring out my order, even though it is already ready and that I had to go through the drive thru. There was only 7 cars ahead of me and yet it took them over 30 minutes to finally get to me. During that 30 minutes, I saw at least 5 employees come in and out of the restaurant, so I knew they had staff. I also saw a customer with a bag of food that came from the drive thu go up to the lobby door and was let it by the employees while he waited. He didnt have a mask on by the way, so clearly COVID wasnt an issue by the stagf. But by the time I got my food, it was all cold and gross. I just dont understand why the management at this location couldnt be courtesy enough to walk 10 feet to bring my order at the door, especially when a bunch of employees came in and out for their brakes anyways? Also, how does it take over 30 minutes to help 7 customers? It wasnt like one customers was taking all the time either. Every persons order took about 5 minutes, which is stupid long. Taco Bell is officially falling apart. Thank god there is an Arbys next to them that actually gets...

Where do I start? So, I would give only 1 star, but I've had a couple of good experiences with this location.

I've been a weekly TB customer for years. But I will be looking elsewhere from now on. Not only are multiple locations around me closed at random times throughout the day, but the one that is closest has gone so far down hill in the past couple months. They never quite get the order right anymore. Ask for no tomatoes? Get what seems like extra tomatoes. Go to the location when they are even remotely busy? You'll get enough beef and beans throughout your entire order to maybe fill one actual taco. Try to call them to let them now your order was wrong? It rings until it goes to what seems to be a fax machine.

Now, usually I would chalk it up to being understaffed, or overworked, or both. But this last time was the final straw. 7-9 employees working, only 5 cars in the drive thru, and only a handful of inside customers. Food came out quick, but that's where the good ends. It came out quick because no care was given in the process of making it. Ordered a mexican pizza no tomato, two tacos, and a bean burrito add beef. Received a couple of of shells thrown on top of a ridiculously small amount of beef, beans and sauce for the 4.50 price tag. The two tacos had enough beef between them to maybe equal 1 tablespoon worth. No complaints on the burrito though.

I used to love Taco Bell, but it's too hard to find a location that still gives quality product and/or decent customer service anymore. You've lost a loyal one today...