Taco Bell

Destiny Lazzari-Morgan _{on Google}

May 26th, 2023

Ordered through the app, which has been giving us issues with substitutions. We originally ordered for grab and go but the lobby was closed for unexplained reasons so we had to go through the drive thru. I ordered my typical families order of 2 build your own boxes and a veggie burrito for my daughter. One of these build your own boxes was a chalupa, a beefy 5 layer burrito, fiesta potatoes and a drink. This box is in my favorites and I order it every time. The beef in both the chalupa and beefy 5 layer are substituted for chicken, I cannot eat taco bell beef. It's been this way in my favorites since I downloaded the app months ago. The past 3 times I've ordered, the app changes these substitutions back to beef, even when I've double checked my checkout order. This time, it allowed the chalupa to be substituted for chicken, but changed the beefy 5 layer back to beef. When trying to explain the situation to who I would assume to be the manager, we showed her my favorites box that I clicked, explained that I had double checked to make sure everything was substituted in my cart since we had been having this issue with the app, and that every time we checkout, it changes items that have been substituted. This manager accused us of lying and that we had just created the favorites box and refused to even listen to the issue because it "wasn't what was on her screen". We were also missing our fiesta potatoes and they refused a remake of our incorrect item. We received our potatoes after this rude encounter. I've contacted Taco Bell, but customer service for the app is non existent. Our order was number 904855 made on May 26th 2023 at 7:21pm. The employee who originally took our order was very nice though and gave us a water when we asked since the app no longer allows you to order a cup of water.