We ordered using the app. We figured that would eliminate communication problems at the drive through. The app is cool enough. It offers the ability to personalize the order, add guacamole or extra cheese, skip the rice, etc. If it all goes to their computer order screen, what could go wrong? That is a stupid question I guess...
I still had to go through the drive through line to pick up the order. By the time I arrived at the window it was "ready". It had been paid through the app, so no currency had to exchange hands.
With the pandemic protocols they held out a tray with the bag of food. "Contactless," they call it. Against my better judgment I did not double check the contents of the bag. I just took it and went straight home hoping it wouldn't get cold on the way. Nothing worse than cold burritos...
Upon opening the bag at home we discovered there were no napkins, no sauce packets... So do you really have to ask if going through the drive through? I guess so. I didn't expect them to include Chinette paper plates or a tablecloth, but really... no sauce packets?
But what really got me was 6 items paid for were missing. Not one or two, but six!!
I called the store. After being passed around on the the phone like a hot potato I finally got through to someone who could "help me". No, it wasn't Rhonda. Disappointing, I know. So was the person I had to speak to. The Chihuahua spokesdog would have been an improvement.
I was hoping for a credit because I really didn't want to have to go out again. Since it was paid via a Google play card, their only solution was for me to return to pick up the missing items or hand them the card for a credit.
Totally unacceptable.
Starbucks would have bent over backwards, offered the solution of my preference, thrown in some extra product or a significant savings on a future purchase and offered to donate blood in my name. Well, maybe not the blood donation, but the point is they take customer service seriously. Taco Bell apparently not.
The items we did get ranged from mediocre to OK. Maybe it's been too long since I've been out of quarantine and my expectations were too high.
My son went and picked up the missing items since it was mostly what he had ordered. No "we're so sorry." No kind of apology at all. No complimentary cinnamon twists (darn). Just take this and move on.
For a company that shares my last name (Bell), I am glad we're not related.
Cliff Notes:
To avoid excessive disappointment when you're hungry and order here: Be bold and specify every single thing you want. Including sauce packets, napkins, and ice in your iced tea. Be nice, but assume you're dealing with an idiot. They may not be, but don't take chances. Then double check everything.
Where is that Chihuahua anyway? read more