Taco Bell — Restaurant in Troy

7/11/21

I placed an in-store pick-up order from this location through the app and when we arrived, we attempted to walk into the store to pick up our order because it said it was ready. All of the doors were locked but there were no signs up or anything about in-store and the drive-thru was packed and running. We called the store and a woman answered. We told her the situation and she stated that they weren't doing in-store pickups because they only had 2 workers working and that we would have to go through the drive-thru to get our order. Mind you our food was already made, the order was ready for pick-up, and the drive-thru was full and not moving (line was to the street). This means we would have had to not only wait another half hour to get our food, but also that we would be eating food that had been sitting for a half hour minimum. We asked the woman nicely if she could at least run the order to the door because it was paid for already. She said "Seeing as there are only 2 of us and you are holding us up from making orders..", we stopped her right there and asked to cancel the order. She said we would have to go through the app to do it. The app did not let us cancel because the order was already made. We left and went to another Taco Bell and had no issues. We sent in a complaint to Taco Bell but all they did was refund our order about a week later. Our dashcam recorded the whole incident and phone call.

7/29/21

Hesitantly, we decided to order from this TB again a few weeks later. One because it is one of the closest TB to us, and 2 because we like to give places an extra chance especially during these tough times. Our quesadilla was 1/3 plain bread, our $3 Hard Taco Supreme was heavily lacking, and our Chalupa was as well.

This location has been our go-to TB for years now but we will no longer be going there. We will also lower our business to Taco Bell as a whole as their complaint team offered us no empathy or gratuity for our frustration. and this is our 2nd time complaining overall. The 1st time was because my gf is vegetarian and we ordered a bean Crunchwrap and it had meat on it. This can make a vegetarian very sick. The complaint team offered us nothing and never replied to our complaint and the store itself only offered a $1 drink.

Taco Bell is going down hill and situations like this help...

It has been a while since I've seen this location as obviously overpacked and understaffed. I don't know if it is under new management but they seem to have been managing their food service issues better. As for service? It's really hit or miss. Sometimes I've gone here and it's been great, and other times I've gone and the food preparation or quality made me literally want to vomit. Sometimes this location has great service and the food is good and fast and other times It's slow and gross. I have found that in my area it's really hard to find food service locations with truly good hearted people who do their jobs well and this location hasn't been one of them. I don't go to this location unless I'm in dire need and I cross my fingers when I do. My opinion is that

Taco Bell needs to stop letting their general employees manage themselves and the store. This location and others in this area need to start investing in well mannered and excellent managers who are interested in making these stores run like well oiled machines not greasy hang out spots for people who "need a job" to come talk to their friends and occasionally make food well.

The busiest location in Sterling Heights, Always packed, and the drive through situation is a nightmare. I have seen people parking on Dequindre Rd. in line for drive through. Store manager needs to coordinate with the regional to upgrade this store to two drive through lanes and get more staff in for their busy hours. I'm almost 100% sure they are losing tons of profit at this location because of slow drive through service. I don't go here anymore it's just to busy and I don't like sitting in a parking lot with 15 other cars blaring their radios it just makes me uncomfortable. OH and if you get in line plan on staying there for a while because there is no exit lane right YOURE...

Where do I start? Immediately after walking In I noticed a guy with his pants sagging. I work in food myself and know that you are working for a company and to be presentable. Also none of the 3 guys working with the food changed their gloves and I did a sit in and was maybe there for about 30 minutes. When the food came they were missing items. And then most of the items were made wrong... What 5 layer burrito is made with taco meat and no refried? The nacho fry portion was enough for a 4 year old they only filled half the box which I also know from working in food that you are supposed to fill the box. Crunch wraps were missing the crunchy strips.also instead of cleaning the mess on the cutting boards they chose to sit around and lean on the food tables talking about this and that....rule #1 at every job IF YOU HAVE TIME TO SIT AROUND YOU HAVE TIME TO CLEAN... and to top it off it reeked of marijuana outside as we were leaving I'm sure it was the workers... How do I know it was the workers? Because when my group came in it didn't smell outside. And we were the only ones that were there the whole time. And the smell was definitely a fresh smell. And let's not talk about how they all started flocking to the lobby to sit down when there was still a mess in the kitchen. Don't think I'll ever come to this...