Taco Bell — Restaurant in Town of Massena

The preparation time of orders is insane, because they refuse to put enough staff on shift. I won't be back until there's new management.

After receiving the response below, the conversation continued via these emails:

1- You actually need to have details about regularly occurring bad service?  Are you that unaware of what understaffing a place does?

One day I go to the drive thru, around 2pm, and it takes almost 10 minutes to produce my order.  For my inconvenience, I'm give a free taco coupon.  Wow.  But, one bad experience doesn't make for a bad review.  I returned the very next day, about the same time, and walk in instead.  At least 6 drive thru orders went out before my food was served, which just isn't possible if 2 sides of the prep stations are manned.  Again, I was offered a free taco for my inconvenience.  Wow again, but no thanks.  I won't need the coupon, because I won't be back until service improves.

Service has been steadily declining for about 6 months, and I notice less staffing more often.  The people there are being worn out, they will show more resentment towards management, and the service will decline until you go out of business.  My diet won't suffer.  There are other options, which I will allow myself to enjoy.

To quote the main phrase from your new service policy training manual, I'm sorry.  I won't be back

2- We are very sorry that you had these experiences.  If you could please send me a good phone number for me to reach you at I will have my area coach follow up with you. Thank you for your review, we always want to improve and feedback like yours helps us do that. Thank you for being a loyal Taco Bell Fan.

Best,

3- No need.  I have already spent too much time doing your job for free.  I'll continue doing your job once I'm on salary.  Bye

This gives a more complete detail of the extent of...

I rarely leave this place unsatisfied. The food is consistent, it's clean, and the staff is always friendly. The worst part of this particular Taco Bell is the location. When it was first built, there was a mall, a shopping center, a department store, and other attractions. But as of late, the mall is garbage, the surrounding stores have moved, and this fast food restaurant is the main reason to go to the part of town. The look of the building hasn't been changed in years, the seating area is awkward, as the tables are close together and the chairs are wobbly and uncomfortable. There are two entrances, and if you go during a busy time, you may need to wait on those in the other entrance to get into the drive through. The parking lot is small and awkward. Now, you may be thinking that I've called out quite a bit of downsides for a five star review, but the quality of the staff and food more than makes up for it. Seeing as it's the only Taco Bell for miles, they could easily get away with lower standards, but they don't. And the fact that I'm seeing the same employees for months and years at a time, shows that management is doing something...

We were so excited when Massena Taco Bell opened back up after renovations. We knew it would be busy and we were right. I used the online form and ordered the $5 nacho fries (yum) box. Instead of hitting the vegetarian option I just substituted the meat for black bean on both the taco and burrito. Meat is not my friend and I get really sick if I eat it, so I was disappointed when I bit into the burrito and there was both meat and black beans. Our Sierra Mist sodas were also all carbonation and no syrup. I called and Misty answered. I told her about the situation and she was very understanding. The fries and taco were perfect so I just asked that the burrito be replaced. She explained that she was sorry about the confusion and would replace both sodas and the entire box meal. I am grateful for her great customer service. Really loving all the vegetarian options. We've always had a good experience at the Massena location and I am excited that they...