Subject: Formal Complaint - Unprofessional Treatment and Food Safety Concern at Lemon Grove Del Taco
Dear Del Taco Corporate Team,
I am writing to express my deep disappointment with my recent experience at your Lemon Grove, CA location. I h I can honestly say I would never return--even if my life depended on it.
On my visit, I ordered one of your new chicken burritos and a tostada. After taking just one bite of the burrito, I immediately began experiencing severe nausea and vomiting, consistent with an allergic reaction. I approached the counter and politely requested a refund, explaining that the ingredients or spice level must have triggered a reaction.
The manager on duty, who identified herself as America (though both my receipt and her coworkers referred to her as Juanita), handled the situation in an extremely unprofessional and dismissive manner. Instead of showing any concern or empathy, she repeatedly questioned me about why I wanted a refund and then told me she could not process one because "it wasn't their fault."
I was shocked. In all my years of dining at fast-food establishments, I have never been told that an allergic or intolerant reaction was "my fault." Regardless of the cause, the appropriate and compassionate response should have been understanding and service recovery--not indifference.
To make matters worse, when I asked for the corporate contact information, she wrote down the store number instead. I had to search online myself. When I finally reached someone at corporate, the representative was equally dismissive and unhelpful. Instead of investigating or offering a refund, I was sent a $10 coupon to "return" to Del Taco--which makes no sense, as I became ill from the food and clearly stated I would not be returning.
This is not about the $5 cost of the burrito--it's about principle, accountability, and customer care. The lack of professionalism, compassion, and basic customer service I experienced at this location is unacceptable.
I am respectfully requesting:
1. A refund for my order (receipt attached if available).
2. A callback from the Operations Manager overseeing the Lemon Grove, CA location.
3. A formal review of the manager's conduct and appropriate follow-up training on food sensitivity and customer service.
I hope Del Taco will address this matter seriously. No customer deserves to be treated this way, especially after becoming physically ill from a meal.
Thank you for your time and attention. I look forward to hearing from someone in management soon.
Sincerely,
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