ComplaintsforTaco Bell

• Initial Complaint

  01/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Taco Bell's app has locked me and others who have reviewed their app out from our accounts for no reason, locking down gift card money tied to the app account. I've reached out to them about 5 times, calling once and emailing 4 times to their complaint line, only to be gaslighted. The call consisted of a lady simply saying that someone would reach out to me regarding the issue in a couple of days, which never happened. This has been going on for about 2 months now. They should not be able to get away with locking people out of their accounts for no reason on the app, keeping them from gift card money and rewards stuck on the app. They need to either allow me and others access our app accounts or refund our gift card money on those accounts.

  

  Business response

  01/13/2022

  Our IT team is waiting to hear back from this customer.

  Customer response

  01/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The IT team has reached out to me, but has not at all provided sufficient support to resolve my situation. I have provided ample information but continue to get unhelpful, seemingly programmed responses. Since this issue holds up personal funds and earned rewards on their app, they should provide phone support to help resolve the issue. Interestingly, the app now is blocking me from even starting a new account. Thus, it could appear that I am being unfairly excluded from participating in their services. Not sure why, as I have been a great customer for years. It would only make sense that this business would do better in reaching out time to resolve this issue. 

  Regards,
  
  *** *********

  

  Business response

  01/25/2022

  Thank you. The company is in contact with this customer working on a solution.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered from the location at **** * ******** *** ** ******** ** today at 8:30 pm. The order was sold with old meat. I informed the employees about the issue when I returned the food and first they didn't want to replace it and tried to convince me it was fresh. I informed then once again it was not and my children also said the meat tasted strange. The store claims they remade my food and when they gave me the remade order I stayed in the drive thru and tried it. Once again it was spoiled meat. The guy at the window would not take the food back, informed me he wouldn't refund me because I touched the bag and then wouldn't give me his name. He shut the window in my face and tried to refuse to give me my receipt before shutting it again. I had to inform him I paid for my food so you need to give me my receipt. I informed him I would be contacting corporate about it. I left the food at the window and drove away with my money or food. I went to write a review on Google and seen that this location has be aware of their meat being old. For months now. People have wrote multiple complaints about the taste of the meat. Especially with the night crew. I did email them at their business website and hopefully this is the correct location for this matter. It's not acceptable customer service or consumer interaction and sells.

  

  Business response

  01/10/2022

  Thank you. This has been resolved between the store location and the customer

  Customer response

  01/11/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *****
  
  

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• Initial Complaint

  12/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A recent Sunday night I ordered a party pack supreme soft taco 12 pack on the mobile app. I also used one of my Taco Bell rewards for this visit. I pulled into the parking lot and sat in the line of cars for 20+ minutes. I never made it to the speaker to even check in for this visit. The app did not have an option to cancel. I prepared for a quick FAST FOOD experience, and instead got stuck waiting longer than ever. Unfortunately I could not continue to sit in line and wait, as I had to get home and take out my puppy. I left the drive thru line, and attempted to go inside the lobby. The time was 6:30 PM. Both of the two doors to enter the lobby were locked. The lobby is supposed to remain open until 7 PM. I tried calling the number listed for this TB and no one answered. Again, there was no way to cancel this order. I called the TB again the following day. Someone answered, and their tone was very rude and they were extremely unhelpful. When I explained the situation and mentioned that I didn't need a refund if I could just pick up the order that night. She said no, and when I went in to further details she mentioned being short staffed and "she wasn't there when the lobby closed early". She said I needed to cancel on the app, which was not an option, and reach out to corporate. I find her lack of customer appreciation extremely disheartening. THE ONLY way to request a refund is through corporate. Emailed them at least four times, no response. Called and waited on hold for 30+ minutes, spoke to a rep, who acknowledged I had emailed four times regarding this matter. She told me that I would be refunded, and contacted regarding the refund. I still have not heard anything back and the charge is still on my account. I assume I won't get the reward credit back.

  

  Business response

  01/10/2022

  Thank you. This has been resolved for the customer. 

  Customer response

  01/10/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* ******
  
  

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• Initial Complaint

  12/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Well, it's that time of the week again. Yep, you guessed it. It's time for yet another complaint about my food at Taco Bell. The incompetence continues... ISSUE #1: On 12/14/21 at 6:26:35pm, I bought 3 bean burritos with no onion from Taco Bell location ******. I did a quick inspection of my food at the drive-through. It looked OK. Once I bit in, I saw and tasted that it has onion. The receipt is attached. Order: ******  ISSUE #2: On a visit to the same location the week prior, I ordered tacos. There was barely anything in them. See attached pics. Is this acceptable? I e-mailed Taco Bell through tacobell.com, but I'm sure I won't hear back per usual.

  

  Business response

  12/21/2021

  Thank you. We have contacted this customer and this has been resolved. 

• Initial Complaint

  12/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing about a significant error in one of my last orders from Taco Bell. On November 5th, I went to the Taco Bell located at **** ***** ***** ****** ******* ** *****. I ordered, in part, a Doritos Cheesy Gordita Crunch where I subbed beef with beans. This was Order Number ******. The restaurant, however, did not make this substitution. As a vegetarian, this could have led to a massive issue if I hadn’t first checked the item before eating. I contacted the restaurant almost immediately afterwards through the online contact form. It has been over three weeks, and I have still not heard anything back. I hope that there is something that you can do to ameliorate this situation. This is not the first time that I have had this issue – I remember reaching out to another local Taco Bell restaurant about the same issue and did not receive a response from them either. I am sorely disappointed in this level of customer service and quality of food in general. Please let me know how you will best proceed from here.

  

  Business response

  12/20/2021

  Thank you. The customer has been contacted. This has been resolved. 

  Customer response

  12/21/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They only provided a refund and I would like an additional store credit. They put meat in an order for a vegetarian and did not respond to it until I had to contact BBB about it. This type of behavior potentially borders gross negligence and should be resolved even further. 
  
  Regards,
  
  ******* *********

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On November 19, approximately, I went to the Taco Bell on ********** ***. I patronize this location a few times a month and have never had a problem. Typically, I go through the drive-thru, but the line was 6-7 cars long and there was not a lot of cars in the parking lot so I decided to go in and place my order. There was no one working the front counter where you would typically order so I used the Kiosk instead, because I could see they only had 3 workers working. I placed my order, which was hard to do in the first place because the Kiosk I used seemed to have a screen definciancy and the other Kiosk was being used by another patron. I did manage to place my order, in about 10 minutes. I did not see the need to select having a receipt printed from the Kiosk, as my option were to have one printed, one emailed, or no receipt. I did select no receipt not thinking I would have such issues. I was on my lunch hour so I was on limited time when I went to Taco Bell, but normally they are not this slow. I sat and waited about 25-30mins for my order and noticed my lunch hour was getting close to ending. I then went up to the counter because I was going to request a refund for my 2 burritos, in the amount of $7.01. I waited for 15 minutes for someone to come over and inquire to why I was standing at the counter and they just kept glancing in my direction but would not come over and they had their drive thru headsets on so I was not sure if they would hear me if I spoke to them. After 45-50 minutes waiting for my order I left, without a refund. I called the corporate office and spoke to a lady who offered me two $5.00 gift certificates, which I declined because I had no intentions on patronizing Taco Bell again, I did request a call from the location I went to and she said 3-5 business days. I accepted that and also called the location after I spoke to her. The supervisor who can do refunds was not in and they did not know when he would be in next.

  

  Business response

  12/20/2021

  Thank you. This has been resolved

  Customer response

  12/21/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
  

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• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Paid for a product. Never received said product. Can not get ahold of seller.

  

  Business response

  12/13/2021

  Thank you. We have resolved this with the customer. 

• Initial Complaint

  12/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I’ve had 5 horrible experiences in the past few months at multiple locations. I contacted Taco Bell customer service only to never get a response. I’ve had issues such as crunchwraps and tacos falling apart after opening. I had one situation where there was a HAIR in my food, and then a mother situation where I waited in line for 1 hour only for the people tell me they had to close early because they didn’t have enough staff, after serving the 6 cars in front of me! I have wasted hours of time, and atleast $50 on food that’s been thrown away going to atleast 3 locations in the RVA area. And when I’ve tried to contact the company they have ignored me. Either the company can offer something to make this right or they’ll lose all of our family as customers in the future!

  

  Business response

  12/07/2021

  Thank you. We have resolved this with the customer.

  Customer response

  12/07/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  The company compensated me for the issues I had, and I accept and thank them!
  
  Regards,
  
  ****** ********
  
  

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• Initial Complaint

  12/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On November 30, 2021, I went to ***/Taco Bell in ****** *******. When I received my food via the drive-thru, there were purposefully opened packets of mild sauce all over my food, jalapenos dumped all over my food, and my nacho chips and hard shell taco was smashed to pieces. When I went inside to seek the issue, I was cursed at, yelled at, and flipped off by the staff and even the manager. The manager proceeded to call me a "*****", told me to get the "****" out of the store, and was extremely unprofessional to myself and my family. The staff's behavior was absolutely appalling and horrific!

  

  Business response

  12/03/2021

  Thank you guest has been contacted and complaint resolved with the customer.

  Customer response

  12/06/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *******
  
  

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*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩