It’s a Taco Tuesday TOTALLY EPIC FAIL!
After overcharging me for a Loaded Beef Nachos, screwing up the order twice (the second time after being told how to make it correctly), and giving me a side order I didn’t order, an employee led me to believe they deliberately screwed up my order because I was a ‘”f**king expert” as loud urban music – complete with the “N-Word” – played in the kitchen.

Regular readers already know Taco Bell is one of my guilty pleasures: I’ve been visiting them at least once a week for years, and usually publish my Memeories on Taco Tuesday.

And as a creature of habit I usually get the same order: A burrito, nachos of some kind, and a drink.

Now I believe I’m a reasonable person, especially when dealing with people working Entry-Level Jobs, having worked a few of them back in my youth. So when it comes to Fast Food I prefer to be more patient and wait a bit longer if it means the order is fresh, correct, and delivered professionally. I also know mistakes can happen, but I don’t have a problem if mistakes are corrected quickly (although I’ve learned to completely avoid the Drive-Thru Window, where speed is measured so mistakes are inevitable).

It’s only when things go completely sideways that I get frustrated: Like the time during the COVID Lockdown when I had to wait 45 minutes in a Taco Bell Drive Thru to get my order, discover it was completely wrong (including the drink!), and then wait another 45 minutes in the drive thru only to be told they couldn’t replace it unless I provided the sales slip they never gave me. Or, right after that catastrophic COVID Lockdown ended, when I waited over an hour inside another Taco Bell to get my food – probably because I was the only one dining in (although they did apologize and refund my money). Or the time Taco Bell employees forgot I was in the dining area and got into a loud discussion about how racist each employee was.

“We strive to create positive, memorable customer experiences at Taco Bell and take it seriously anytime a customer experience falls short of that. We appreciate this customer’s patronage to Taco Bell and thank them for their feedback.”
-Taco Bell Spokesperson, email to website Daily Dot, October 8, 2022, in response to a Customer’s complaint.

Thanks, “Taco Bell Spokesperson”, those sure were “memorable customer experiences”!

However, this recent “memorable customer experience” at Taco Bell really took the cake (and, as I was at a KFC / Taco Bell location I could have literally taken the cake

On my way back from Fenway Park (after watching the Red Sox lose their Home Opener) I stopped at a Taco Bell for dinner. My order seemed easy enough: A Stacker, and a Loaded Beef Nachos with added onions, no guacamole, and sour cream on the side instead of on the nachos. The Stacker was correct and just fine…

…the Comedy of Errors took place with the Loaded Beef Nachos:

Here’s a visual summary of what happened:

(Click image to enlarge it in the same window)

And if you’d like to read all the details of their FAIL just keep reading:

• The total bill was 80 cents more than I expected: The counter person explained that’s because the sour cream was ordered “on the side”. I asked her why she was charging me twice for the same sour cream: Once because it already comes with the nachos and then again because they put that same sour cream into a 2-Oz Portion Cup with Lid instead. She agreed and removed the extra charge.
  

  Interesting Fact: A 2-Oz Portion Cup with Lid costs about 12 Cents at Dollar Tree, 19 Cents at Walmart, and 28 Cents for a black, restaurant-quality, Made-in-USA cup at a professional restaurant supplier. Paying an extra 80 Cents for a cup is at least a 289% profit for Taco Bell.

• When I opened the nachos at the table the “Loaded Beef Nachos” was missing the beef and beans (and the side of sour cream). It did have the onions, though.

• I brought it back to the counter where I explained the problem and the employee asked me if I wanted it replaced or just add the beef and beans to my order. I told him to add it, but he went off without my order.

• A young woman with glasses came back and told me the “value nachos” didn’t come with beef or beans. I told her I ordered the “Loaded Beef Nachos” and she said “this is how they’re made”. I told her that’s not correct, listed the ingredients of a Loaded Beef Nachos (as posted Taco Bell’s website) and asked her to prepare it as ordered.

• She returned with a new Loaded Beef Nachos with so much beef and beans that they completely covered the chips. I decided not to say anything as she appeared angry. I was then given a side which I thought was the sour cream I paid for but turned out to be extra onions I didn’t ask for.

• To add insult to injury, while eating I overheard the woman in glasses who “corrected” my order tell the woman to took my order “because he’s a f**king expert“, presumably talking about me. Even if she wasn’t talking about me that be said in private (or not at all), and not within earshot of customers?

• And if that wasn’t enough, there was loud music playing on the food line that included urban rap music having the “N-word” sprinkled throughout. A far cry from the old days of “elevator Muzak“.

Now I understand good help is hard to find in this economy: Some Gen-Z’s don’t want to work an entry-level job to “pay their dues”, they want a job that instantly pays for their iThings, Internet, Videogames, Recreational Drugs, Cool Clothes, etc. Or, they make more money online for “being pretty” (or, being pretty lewd). Or continue living off their parent’s income. Also, few customers dine-in since the COVID Lockdowns stopped, and some customers can actually be difficult.

However, as I’ve already mentioned I’m a reasonable person. The person who took my order seemed new and was quite busy working both the Drive-Thru and the Counter, yet despite this she was polite and professional. The man who offered to replace my order was also polite and professional but appeared unsure of what to do, something training would easily fix. But when it comes to the woman in glasses who re-made my order I don’t know if what I witnessed was incompetence, insolence, or improper training: Let’s hope that when it comes to Taco Bell employees, especially those who interact with the customer, she’s the rare exception.

Thanks for Reading!