Taco Bell — Restaurant in Virginia

I rarely leave reviews, but this visit made it on the list. Ordering at the window was not the easiest, giving up realizing what I was asking for wasn’t completely understood. Two cars in front of me took 30 minutes to get thru, at 1am. At the window, I paid for my order and reminded them I had a mobile order in the car as well (mentioned at the ordering screen). They seemed to have forgotten and started making it then and there. After what felt like 7 more minutes, both were received, and 4/4 of my items were wrong. Spicy potato soft taco became spicy potato hard taco (this has never, ever happened to me before?). I ordered a value chicken melt (with no chicken, add onions and red sauce), it came straight up (with chicken) without any of my additions. and 2 cheesy roll-ups with the most pathetic amount of barely melted cheese I’d ever seen. Tonight I tried to keep things simple but I can only imagine what would’ve happened if I got any more complicated. I understand there are mix-ups in the fast food industry but this was unbelievable. and it’s a shame because the staff here is so polite and courteous. Someone higher up needs to step in and actually train their employees or close this location.

edit: I called the following morning to speak with someone, preferably a manager to make them aware that their quality of service, at least at night, is less than satisfactory. Not in a nasty way, just to help them improve and help address the issue. The man that answered the phone immediately seemed upset that I requested a manager and had an aggressive tone as if I was trying to swindle them. He asked if I had a receipt, which I didn’t because they never gave me one. This didn’t help the situation. He ordered me to detail what was wrong with the items, again in a tone that implied I was making this up. After I explained it, he asked for my name and all he could offer was “next time we will make your order correctly”. I gave a final defeated “okay”, as I knew he had nothing left to offer....

I want to give them a great review, but unfortunately I can't. We tried to be patient with a new store opening, and give the staff time to get the setup running smoothly, but that doesn't seem to have happened.

After at least 6 occasions 5 of 6 ordered online ahead of time (5-15min advance) we got delayed each time. 3 occasions we were told to wait inside, and of one of those they gave the food to someone else prior to us coming to the store! Of the other two waiting times one of them they went outside and just stood there while we waited inside and we were the only customer waiting!

Of all 6 times so far they've failed to put in any shredded chicken on our orders which cost extra, and by our best estimate taco Bell now owes us roughly 64 dollars in shredded chicken up charges alone!

@management what's going on at this new store??

Don't get me started on food prep issues seen (chalupas not fried, burritos being wet bags of sauce and lettuce, and all grilled products being cold and no heating externally visible.)

Usually robbers are holding the store up, but instead this one holds you up three different times! (Waiting in line to confirm order, waiting in line again inside for our order, and again when opening our order once home with the completely wrong order!)

Won't be using this...

I do not have very high standards for Taco Bell, but this was a terrible experience. The food took a really long time and they were not busy and had plenty of people working. Every single food item was cold by the time it reached us, and I don't mean not hot. I mean cold. One of our burritos was old, like it had been made that morning. When we asked to have our order remade, the cashier was aggressively rude. Fortunately, another person stepped in (maybe a shift lead?) and immediately offered to remake our food.

The second time the food came out warm, but not hot, except for anything with beef in it. That was still cold. They remade two items again and handed them directly to us and they were still only warm. I believe what was happening was the pans for the meat, rice, and beans were not being kept hot enough. Couple that with taking a long time to prepare the order and the food was never brought to us hot.

Also, the rice was mushy like sludge and the shells were stiff, like they were old. There was a big wad of hair wrapped around a napkin and sitting on the floor, unnoticed despite the employee that was occasionally cleaning the lobby. We picked it up with napkins and threw it away to spare other customers.

Overall, the entire meal was frustrating and unappetizing. I don't recommend...