Taco Bell

3/29/2024 Taco Bell Skokie

Order #931929

1. I placed an online order for delivery using the Taco Bell app or Friday night, 3/29. My order was changed by Taco Bell. The order that I placed on the Taco Bell app is different than what was printed on the email confirmation from Taco Bell. Why is Taco Bell randomly changing an order placed using their app and sending it to be fulfilled incorrectly?

2. I ordered 3 Taco Locos Nacho Supreme (with no tomatoes and adding seasoned rice on all three. I know the order is correct because I am just reordering from a favorite).

3. When the order arrived none of the Tacos had meat and they all had tomatoes.

4. So today, 3/30/2024, I went to Taco Bell about 3:15pm and asked for a manager. This woman came to the front. I explained to her that my order from the previous night was incorrectly prepared. I showed her the email confirmation of my order which showed 3 Tacos and it had +Seasoned Rice and +Tomatoes. (My online order on your app showed “No tomatoes and add seasoned rice”) so there should have been no tomatoes but the bigger issue is that there was NO MEAT in any taco. We did not ask for NO MEAT.

5. When I showed the email confirmation to the woman she began arguing that the order was prepared properly. She said in effect, you only wanted rice, no meat. I said these + signs mean add an ingredient not replace an ingredient. Why would you choose to eliminate only meat? Why not eliminate lettuce and sour cream. It is not logical. Why pick meat randomly as something you take out because I wanted to add rice. This has never been an issue before when ordering from a Kiosk or ordering online.

6. An argument ensued because she kept insisting that they prepared the order correctly which is completely illogical and completely incorrect. As the argument was occurring and I'm saying over and over that there was no meat and we wanted meat, a younger woman came from the back and handed me a bag and said here's your order with meat. I thanked her and left.

7. When I got home my son went to eat the Tacos that he had been waiting for since last night. He said there is no meat on these Tacos. This was cause for aggravation because it now meant a third order and a second trip to the Taco Bell location in Skokie from my house. I had already driven there a few hours previous. It felt like it was a game that the staff was playing on me and no one took it seriously or cared. It was an argument with the manager who kept saying the plus signs on the order showed I only wanted rice and tomatoes.

8. In that same order, I ordered 2 Cheesy Gordia Crunch with +Seasoned Rice. This was prepared correctly and no meat with taken out. So the manager was completely wrong, illogical and doesn't understand the menu system.

9. So now we take another trip to the store and my son accompanied me. I talked to the same woman I spoke with this afternoon and I said I came in earlier and told you that my order from last night had no meat. The young woman who was here gave me a bag and said that she had given me 3 Tacos with meat. I thanked her and left.

10. I walked into the store this evening about 9:30pm and I said to the same woman, that these new replacement Tacos had no meat just like the original order. This is incorrect. We want meat in our Tacos. She started arguing and said that I told her that I only wanted Rice. I became very concerned that I was talking to someone extremely ignorant and she was now putting false words in my mouth. Look at the tapes and you will see that in the afternoon I was making a big point out of the fact that we wanted meat. There was no issue with the rice. The rice was in the Taco. This woman was extremely unsuited for being in charge. She did not know how to handle a customer complaint, an incorrect food preparation, she did not understand the menu system or (+) plus signs meaning add not delete food, and she had no poise. She was hard to communicate with and did not seem to understand English very well.

11. Then some young guy hears us arguing and comes to the front and starts adding his two cents into it. He was not needed and he only stirred things up. Then he challenged my son to go outside and settle it. So my son responded and said, okay let's go. I held my hand up to the Taco Bell worker and said, do not go outside, my son is a trained boxer. But the young man behind the counter couldn't help himself and he got my son extremely riled up with his taunts and his verbal attacks. I kept warning him, do not come out here. Finally a coworker pulled him back into the background.

12. Meanwhile I'm trying to simply get 3 Tacos with meat to replace the six that were incorrectly prepared.

13. Then the Skokie police showed up and intervened. My son and I sat down and waited. The police believed my story because it was backed up with the email confirmation of my order and all the Tacos I brought in had no meat. They understood immediately that a + sign indicated an ingredient to add and while adding the ingredient the police understood that adding something doesn't mean taking away the meat. Why not take away the meat in the two Cheesy Gordita Crunches which also had a +Seasoned Rice on the order.

14. The woman talked to an officer in Spanish and I have no idea what she said. The officers knew that I was in the right. They told me to go and place my exact order and it would be filled. So I did that with courtesy and a thank you when I received the order. I checked the order at the counter to verify they had meat and they did.

15. Spending $50+ just for a meal with my son is a lot of money for us. We are both living on disability income and we have very few chances to go out to buy fast food. His birthday is in a couple days and we wanted to celebrate. So to us this meal was very important, it is not something we can do often, when it is prepared incorrectly by delivery it becomes a tremendous problem and it ruins the night. In this case it ruined Friday night and Saturday afternoon and Saturday night. It is a very big disappointment to have such a really dumb mistake occur and then to blame it on me when (1) Your app says I ordered one thing and the email confirmation is different and (2) when your manager doesn't understand the menu system, is no good in making decisions or handling customer complaints and is very dishonest.

15. This was a terrible experience and thank God the police came so that we had some sanity involved. I am wondering how much of this I should upload and put on Yelp. It ruined two days for us and we just can't afford this kind of loss with the few resources that we have.

16. You need an ordering system that doesn't change a customer order placed using your app.

17. You need a manager with some maturity and sense who can speak English and knows how to resolve a complaint.

18. You need a manager who understands your own menu system and knows what a + means.

See Below for Exhibits:

This is my receipt for my order from the Taco Bell app on the iPhone:

The Emailed Confirmation below shows this: (Add Tomatoes). Taco Bell changed my order without my knowledge. And to top it off, the ignorant Taco Bell manager said if you add seasoned rice that means you don’t want meat so they do not include meat. Crazy thinking. Yet they included meat on the Cheesy Gordita Crunch which also added Seasoned Rice. What is the logic of the manager?

Below is the Email Confirmation from Taco Bell