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 first place.
