My complaint:
I do expect some corrective action from this email..
I visited the Taco Bell on New York St.. in Aurora Illinois last Thursday in the middle of the day. Drive thru blocked with somebody’s beater of a car. Doors locked with crude note “we’re closed” No further explanation even as to if it was temporary or permanent. I realize it was probably because the had no workers but very poor presentation.
Went through the drive thru today. The guy in front of me somehow disappeared out of line and the cashier Logan at the drive thru charged my card for his meal and tried to give me the wrong order. No problem. I explained to him that that meal and charge probably belonged to the guy in front of me that disappeared. His response was “well his total was just a dollar more than yours, you wanna just pay that?” OK it was only a dollar but NO I don’t want to pay somebody else’s bill. So he goes to find somebody to refund that amount. Then he asks “do you want to pay for yours?” Well, Yeah, that’s what I came here for. So he puts the right amount in I get my food and pull up. I ordered Nachos Bell Grande and an order of Nachos and Cheese. I got the Bell Grande and a separated bag with only the cheese, no chips. So I’ve already figured out that the drive thru guy can’t handle his job so I pull up to go inside and get the chips. The door was open and I walked in like I would any other restaurant. One of the female employees immediately started yelling at me “What are you doing in here? Get out. You can’t be in here. The door is locked” This dumbfounded me as the door was not locked, I just walked in and I told her so. “Get out right now. I’m calling the police” I told her I needed the chips and I would leave when I got them or I would go back through the drive through but I didn’t want Logan handling it. “I can’t give you the chips. I’m not the manager. And nobody is doing the drive thru but him.” I asked where the manager was I’m not a Karen honestly this is the first encounter like this I have EVER had. Screaming at me “I don’t know who the manager is. They’re not here. Get out. I’m calling the police. The door was locked” We did argue about this for a bit as I obviously walked in the door and it was not locked. I asked her to lower her voice and speak kindly. That went right over her head. I got obstinate which I’m usually not but this has gotten ridiculous. I asked her to just give me the chips and I would leave. She continued to insist that the door was locked. Then accused me of not paying for the order I had so I wasn’t getting the chips(she apparently was the person who refunded the first mistake}. She finally talked to Logan who said I had paid for it. Some other chick appeared out of nowhere and asked what I wanted. She gave me the chips and I left. She locked the door behind me.
1. If you have employees who are incompetent, can’t handle the job and have no customer service skills and can’t even keep the door locked when it is supposed to be, there needs to be a manager or at least an experienced person with some level of conflict resolution skills on site.
2. If you’re just going to up and close the store in the middle of the day be a little more professional about it.
3. These two employees need completely retrained, one in just doing his job and the other in customer service.
4. If they don’t want customers in the store, LOCK THE DOOR And don’t keep insisting it was locked when the customer obviously just walked in.
5. This was the WORST encounter I have ever had at a fast food place or any other place. I won’t be going back and Taco Bell is out for me now as it is the only one local to me. Which you probably couldn’t care less about.
Sent from Mail for Windows
Suggested solution:
See above
