1/5
My wife ordered the Cali Chicken Deluxe box with guacamole and no tomatoes, along with a hard taco and fries. When the food arrived, the Cali box had tomatoes, so my wife kindly pointed it out to a server, showing the order on the app. The server went to the manager, Preema, who was preparing the food, and she dismissed the server saying that my wife had to deal with it as it didn’t specify no tomatoes, however on the app, it makes you tick / untick the ingredients you want and don’t want in the box. So when printed it lists only the ingredients you WANT in the box rather than what you DON’T want in the box. When I explained this to the server, he told the manager who dismissed him and my wife again. The server after she physically showed the order on the app and that she unticked tomatoes, said that she will (reluctantly) remake it but would take a couple of minutes. but when we raised concern that the taco and fries would be cold (considering it was a take out order), she decided to place the taco and fries on the hot tray (and threw them on the hot tray might I add) so we knew we were not getting fresh food (in fact the hard taco had gone completely soggy by the time we got home). Ten minutes later, still no box, other orders were prioritised, and when we asked to speak to Preema again, she was rude and walked away while we were talking to her, which I found very disrespectful. She continued to explain that the way the order appears on their screen means that they didn’t make a mistake and they only replace food when they make a mistake. I reiterated the fact that the APP works that way, and if the app isn’t showing their orders correctly then that is the company’s mistake, as the app orders aren’t coming in clearly for them. I showed her again the app to prove that’s how it works. Eventually, she brought the Cali box, but it had no chicken. She took it back dumped two bits of chicken on it (clearly an attitude) and then when we said we had ordered this before where they got it correctly and had way more chicken. When we asked for more, she took it back to the station and returned with the box open and broken, but we just accepted it, but forgetting the taco and fries. When we asked for the taco and fries back we got the very soggy taco and fries that was sitting there for over 20 minutes. Another server had to bring those over, and when we finally left, we realised there was no ranch dressing on the box either. The experience, especially with a manager acting that way, has left my wife and I extremely reluctant to return. We have loved Taco Bell in the past so it is a shame that one employees actions has lost you customers.
