I have a problem with the Taco Bell corporate office and I have a bit of story to explain why. I am tremendously frustrated and disappointed in their level of customer service.
It all began when my husband, our two small children and I went to the Taco Bell in North Platte, NE in the beginning of December 2006 to purchase our dinner. This happens to be a Long John Silver/Taco Bell combo restaurant. We placed our entire order from the Taco Bell side of the menu and I had to repeat my order four times. Whatever. I would rather repeat my order 4 times than have it made wrong. I ordered a combo meal that had a burrito supreme and a taco supreme. On these two items, I asked for extra tomatoes and cheese with easy sour cream. It was the only two items in the whole order that was to be made in any special way. I paid for our order (around $22.00) and we went to sit down after gathering our drinks to wait for our order number to be called.
They called our number. I gathered our food, sat down and began to eat. I noticed that my taco was made correctly but not my burrito. I went to the counted and explained to an employee that it was not made the way I wanted it. I then repeated my directions just for the burrito three more times. They remade the burrito and brought it out to me and again it was made wrong. I went back to the counter and explained the manager on duty that it was made wrong. He told me that in fact that it was made correctly because it was made it by him. I opened the burrito and showed him what was wrong with it. He then without a single word to me turned around and walked away from me.
I am pretty mad at this point so we just get the kids and leave. Upon exiting the restaurant I called, the 1-800-Taco-Bell number and explained what happened to the person that was my customer service rep. She apologized for the experience and assured me that this was not Taco Bells policies. She also said that in about three business days that the district manager would call me to discuss what had happened and to refund my money for this visit. I thanked her and we hung up.
The three business days came and went. I called back the 1-800 number and asked why I had I not received a call. They said they did not know but that they did forward the complaint to the district office. They said they would forward the file to the escalation team and they would take care of it and assured me that I would be getting a call from the district office. Yet another three business days came and went still no call. I called back the 1-800 and asked to speak to a supervisor. They refused my request and I had to explain what had happened to another CSR. Finally, I was allowed to speak to someone who said she was a supervisor. She said she had no idea what was going on with me not receiving a phone call and she would forward it on to the escalation team again and in a couple of business days I should receive a phone call. At this point after making three phone calls and twice being told the almost exact same thing I was beyond frustrated and I decided to give the local store a call. At the local store, I left my name and number for the district manager.
I received a call the next day from Kevin the district manager (DM). He asked what had happened and explained that they had received nothing until that day from the 1-800 number. I explained the whole situation until that point to him. He apologized and assured me that this was not their policies and that he would make sure that he talked to the manager who walked away from me. He then offered me some gift certificates or coupons for food. I refused saying I just wanted my money back. He said that they were not in the habit of refunding money but he would speak to the other DM that had been there longer as he had been there a short time and was not sure what to do. The DM was very professional, friendly and nice.
He called me back a couple of days later to tell me that they would be refunding $15.00 of my money. I told him that this was fine if that was all they were able to do and he said they would put a check in the mail that day. I received the check a few days later.
A few days after the DM had called a person from the corp. office called me. I happened to be dining out with some friends and did not take down the details of this conversation. I do not remember the persons name but they talked to me about what had happened. I explained the situation to him and told him that the DM had called, resolved the issue (not exactly to my greatest satisfaction but did what he could) and mailed the check. I made sure to tell him that the DM was friendly and professional. I did not want this heat coming down on him in the event that something was about to hit the fan. This person apologized for what had happened and said that he would refund the rest of my money and send me some coupons for free food. I thanked him for the follow up call and gave him my address. He said it would take several days for the coupons to reach me but that I would receive them.
It is now several weeks after that conversation and I have not received anything from this person that called from corp. office. I think that when a person says that they will do something they should follow through with it. Especially when in a position like this person. Therefore, I call the 1-800 number so they could help me. They said that they would forward it the proper route. I explained in detail that I did not have a problem with the local Taco Bell and did not want to be contacted by them
The next day I received a call not from corp. office but the local Taco Bell and the DM. I explained to him that I did not have a complaint with him but with the other person. I told him that I explained to the 1-800 line that I did not want to be contacted from the local Taco Bell. He apologized to me and said he would look into it and see what he could do. He has not called me back and it has been at least a week since that phone call. I do not exactly fault him for not getting back to me. I am sure his busy and this is not really his problem.
I am wondering if anyone at Taco Bell corporate office follows through. Maybe this post will help open some eyes.
North Platte, Nebraska