Taco Bell — Restaurant in Westlake

absolutely furious about the horrendous experience I recently had. It was nothing short of a customer service nightmare.

As a vegetarian, I carefully placed an order for two Grilled Cheese Black Bean Burritos through the drive-thru. Imagine my shock and disgust when I got home, excited to indulge in my meal, only to discover that both burritos were loaded with beef instead of the black beans I had specifically ordered.

I promptly called the store to report this error, and the response I received was infuriating. The employee on the phone, who later claimed to have worked the drive-thru, had the audacity to deny my order altogether. It was a mobile order... Nevertheless, they instructed me to haul myself back to the store, promising to remake the burritos.

So, I wasted more of my precious time and drove back to the location, hoping for a quick resolution. But no. The same employee, who initially denied my order, decided that they would only remake one of the burritos because I had only returned one. Really? It was Taco Bell's blunder that compelled me to return in the first place. When I requested a refund for the other burrito, their attitude became hostile.

To add insult to injury, this unprofessional employee insisted that I go through the hassle of requesting a refund through the app instead of taking responsibility for their mistake and offering a straightforward solution. I reiterated that I wanted both burritos remade, as I had been explicitly instructed to return for this purpose; the employee simply walked away, claiming they couldn't do anything more for me.

Then came the general manager approached me and informed me that neither burrito would be remade because of the way I was allegedly acting. Blaming the customer for their own mistakes is not only unprofessional but also utterly disgraceful.

Finally, a glimmer of hope emerged when a team member named Felicia decided to intervene and resolve the issue. While she did assist in getting my burritos remade, she couldn't resist delivering a lecture on respect. Seriously? I appreciate the help, but the entire experience should never have escalated to this point in the...

I placed an online order because I thought it would save time because the drive thru is always packed with cars. I had the settings to be where I could go inside and get my food but the door was locked, I could get over that. I go through the drive thru after 20 minutes and told I could go to the second window to get my items. I saw a bag just sitting there but no one was at the window to ask me any information. When a guy finally does, he hands me the bag that has been sitting there. My boyfriend and I check the bag and it's missing two items. I go back through the drive thru and explain my order and the two items that aren't there. I then get told to go to the front of the store in the parking lot and someone will bring out my food shortly. Since it was only two items, it shouldn't have taken so long and I see through the window that they're giving other people food and sending people out of the drive thru while I'm still waiting for my order to be complete. I'm starting to think that they forgot about us so my boyfriend calls just to see what's going on because at this point there are now 5 more cars in the parking lot waiting for food I'm assuming. As my boyfriend is calling the store, I see the guy that's at the drive thru window throw his hands around as someone is probably asking him about us. Finally, someone comes out with our order and we leave. I jokingly say to my boyfriend to check his item to see if they did something to it intentionally because we've made them upset, little did I know it was mine. One of the items that was forgotten was the Cinnabon delights and they're usually soft and a light brown so when I saw all of them dark and hard, I knew something was off. I bit into it and it seems like because I "bugged" them too much about it, they put the amount I wanted back in the fryer to be burnt and hard as hell. I worked at a fast food chain and never would think to act like this. I...

I seriously hope ownership or at the very least manager see this post. From the time I pulled up to the speaker I felt as though I was an inconvenience to this establishment. There was silence for a minute and 45 seconds before I said "hello" finally got a response from the woman at the counter that said " hold on a minute". She finally did ask for my order 35 seconds after that. The woman taking my order was obviously distracted having to repeat my order several times which was very simple. There was one car at the window that must've been there for at least three and a half minutes. Once at the window the woman never did speak to me there wasn't a "thank you" let alone if I needed sauce. After I receive my food I believe a half trained conscientious seventh grader would've done a better job preparing my food. The ingredients in the food I ordered had the proportions terribly one-sided with the bits of lettuce that aren't in the ingredients for that type of food. I regret not taking a photo of the food but it was definitely prepared by somebody that wasn't making a conscious effort to satisfy their customer. Because the food wasn't prepared correctly the taste satisfaction was awful. Taco Bell should be embarrassed by this Westlake location and their lack of respect for standards and supporting the brand. Occasionally I like Taco Bell but I will definitely drive out of my way to seek another location in the future. With reluctance I say to others stay away from the Westlake Ohio Columbia Rd. Taco Bell I think I'm saving you from...