Taco Bell — Restaurant in Virginia Beach

I love Taco Bell and have frequented many locations across this city, even so much so that the employees at some locations know me by name. I have tried to give this location many, many chances - probably a dozen over the past two months - but the service and wait time is TERRIBLE. Today I placed an online order for two items, a chicken quesadilla and a side of black beans and rice, which said it would be ready at 12:28pm. I went in around 12:35and at least 7 people were waiting on orders as well as a line of cars wrapped around the building. I stood there for about 2 minutes before leaving and emailed customer service to have my order cancelled. The time before this I ordered the quesadilla, rice, a Baja blast and a dip pack. I ordered and the app said it would be ready more than 30 minutes later at 6:52pm. I went in and the order hadn’t even been started, again with 5-7 people waiting on ordered that also hadn’t been started. Seeing as how I already wasted my entire lunch break, I requested the order to be cancelled and to get a refund as did more than half the people waiting after we waited roughly another 15 minutes for someone to process refunds.

I’m not waiting 1-2 hours for “fast food”. I fully understand being short staffed and food rushes but this has been a consistent problem for going on 6 months. You can’t use the drive through because once you are in line you can’t get out. Going inside is pointless. After today I am giving up going here. This used to be the best TB in the area. Now it is the worst. I may try coming here again in the future but it will be a long, long time from now.

Please consider doing and overall on this store because it’s costing you your loyal customers across the brand, not just...

Poor customer service I literally sat in the drive-thru for over an hour and a half and when I instructed the manager to move the cars forward so I can get out because the food isn't worth a 2-hour wait she told me to run over the customers in order for me to get out And to think she was about to make her customers lose their life all because she didn't want to do her job and ask the five cars that were in front of me moved to the front and continue to wait on their food as I got out the car to enter the store upon entering I noticed at least seven employees sitting and playing on their phone Three of them standing in the window The manager and two other people standing in the front no one working also had a lobby full of people I know it was a least 15 people in there waiting on their food They also was complaining and said they had been there for 2 to 3 hours Three of them which were Uber eat drivers and DoorDash workers made them miss out on an hour to 2 hours worth of work waiting on their food This is a shame poor customer service poor food quality The managers need to be trained the employees need to be trained The general manager needs to be trained if she's allowing her employees to operate their store like this and this is a Taco Bell that I frequently visit so I know I was going to wait at least 20 minutes but a whole hour and a half is way past ridiculous if I was expecting fresh Mexican food Jose tequila Maya or any Mexican restaurant would have done the job I was really expecting a...

I placed my order online. I went 15-20 minutes later. It still took at least another 20 minutes before I could get my order fulfilled. Having had the past misfortune of discovering that I was missing ordered and paid items after I had gotten home, I checked on the spot. Sure enough, this time, also missing one item. I had no idea which one was missing, unless I started opening all the packages or taking a bite from each. So I went back to the counter, waited 5 minutes until someone came up. I said I was missing an item. I waited another 5 minutes until someone else came up. I said the same thing. I had to take a guess at which item was missing, and said I would like it to be made for me. Another 5 minutes later, they brought it out. Had I not checked my order, I would've been more disappointed again. As it stands, I'm already disappointed. The place didn't look all that busy. It took way too long just to get my order fulfilled. Then it took even longer to get my order correctly fulfilled. By then, my family had waited nearly an hour for their dinner. I told myself, this is likely the last time I'll spend any money (which, this time, was $40+) on this establishment and franchise. Fool me once, shame on you. Fool me twice, shame on me. There won't be a third time. TB, your teenager employees AND adult managers need retraining on customer service and order fulfillment. How have you managed to stay in business, with this low-quality level of service? Thanks for your...