Let me say at the start that I'm an unabashed fan of Taco Bell. This particular TB is one of those combo restaurants that offers a KFC and Taco Bell menu in one store.
The meal I got tonight, from start to finish, was the worst I've ever had at a Taco Bell. And I think the origin of the problem has to do with the way in which employees are evaluated on the speed of their drive thru.
The employees there are judged, in part, on the speed with which cars move through the drive thru. An employee there once explained this to me. I guess there is a timer that senses when a car pulls up and when it departs. So they came up with a clever idea for of instructing the customer to pull away from the window and down the driveway. This fools the timer into thinking the transaction is complete, but as a consequence, their employee has to walk through the restaurant with your bag of food, exit through the front door, proceed down the steps and then walk to the driveway to hand you your food.
Before you get the idea that this was maybe a well intentioned idea to keep things moving in a crowded drive thru, they ask you to do this even when there are no cars behind you in the drive thru! When that's true, moving ahead becomes inefficient because the employee cannot simply hand the food to you through the window! It's all about fooling the timer they're judged by.
Tonight, I said no. I would not pull forward. I can only guess that this was why all three of my tacos came replete with shells fully or partially cracked at the bottom, barely any meat and swimming in sour cream. They even placed a nice round glob of it on the outside of every shell. At first I thought it was an accident. But all three came that way. You could see it, even through the paper wrapping.
My friend ordered a chicken quesadilla and it had the opposite problem. Not very much filling, at least not in the outside pieces, which were basically empty and dried out. The bag they wrapped it in was ripped along the seam of the see-through plastic window, so it was cold for good measure.
Even the napkins they threw into the bag seemed like someone had wadded them into a ball before tossing them into the bag.
I guess this was my payback for deciding to stay at the window to get my food.
After experiencing this meal, I called there and talked to the shift supervisor. I said my piece and for about 30 seconds she said nothing in return. I was about to ask if she was still on the phone when she said, "Do you... want to come back for a replacement?"
I told her no. But I wanted her to talk to the people who prepare the food and tell them that whatever game they were playing, it wasn't appreciated.
"We don't play games here, she said." I guess that means they're just incompetent. Tomorrow I'll contact the manager and the corporate office. read more