ComplaintsforTaco Cabana Corporate Office

• Initial Complaint

  09/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  TACO CABANA IH 45 & ***** (234)**************************************** ************** Order # ***************** Customer Name:****** ********* ORDER FOR DELIVERY (Estimated Delivery Time)Order scheduled for delivery at 1:57 PM, TODAY (THURSDAY, 9/19/2024)Deliver To:5254 Fairgreen ******* ************** On 09/19/2024, I placed a delivery order for lunch @ 12:40 pm with delivery time of 1:57 pm. 1 x Loaded Fries1 x Loaded Fries with Carne Asada (1 x $4.99)=$4.99 1 x No Guacamole 1 x MTN DEW MAJOR MELON Rum Punch1 x MTN DEW MAJOR MELON Rum Punch (1 x $3.50)=$3.50 1 x MTN DEW MAJOR MELON Rum Punch1 x MTN DEW MAJOR MELON Rum Punch (1 x $3.50)=$3.50 1 x 11. 2 Cheese Enchilada Plate(1 x $9.39)=$9.39 1 x 2 Flour Tortillas 1 x Refried Beans, 4 oz 1 x Rice, 4 oz 1 x No Guacamole 1 x 20oz 1 x Sweet Tea 2 x Salsa Roja (1 oz)SUBTOTAL$21.38 DELIVERY CHARGE$5.99 SERVICE FEE$1.00 TAX$2.34 TIP$3.21 TOTAL$33.92 Thank you for ordering with us.Order placed at 12:47 PM However, the order had not arrived by 2:00 pm so I called the Taco Cabana on ***** & 45. I asked about the order and was told no one picked it up so told him to cancel the order. The representative said he would cancel the order therefore I cooked at home. At 3:52 pm, the delivery young lady rang my doorbell with the order. I told her it has been over 3 hours that I placed the order. I did not want food sitting that long and cold. She says you can take it .i repeated I do not want food that sat as it did and cold. She took the food back with her and sat in the car. To cover myself, I called the location to find out why they sent the order after I was assured the order would be cancelled. I specifically stated they are to credit my account $33.92 for the order. Why would I pay for food sitting for hours and cold?

  Business response

  09/30/2024

  9/20/24- Complaint was received and reviewed by the Operational Leadership Team for coaching and training opportunities. Order was refunded for guest. Contact was made with guest to apologize about the lack of customer service with delivery times and accuracy. 

  Customer response

  10/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *********

• Initial Complaint

  09/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They missed an item in our order. We ordered thru drive thru at location **********************************************************************************. They person taking our order either could not hear us or she didn't speak English. They forgot our sopapillas and the taco and flauta that comes with that cabana sampler. Called back to ask for credit for items missed and manager did not speak English well so there was a lack of communication and she said she was not able to credit our card because they give no refunds. So I tried calling corporate office and have not received a call back.

  Business response

  09/09/2024

  9/6/24 Complaint received. Concerns regarding order accuracy and delay in communication for a refund were reviewed and escalated to the Operational Leadership Team for coaching and training opportunities. 

  9/6/24- Apologized to guest for the service received. Invitation to return to the store was offered. Gift card was also sent as compensation. 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid extra for the larger meal combos. I did not receive my accurate meals. I made several attempts to reach a manager. I was forced to leave multiple voicemails. I never received a return call.I presented in person to speak face to face with the manager. I was told she was busy and that she would call me back. I left my contact number. She still didnt call me back. I called and spoke to a young lady pretending to be the manager who stated their phones had not been working. I asked what happened to my multiple messages. She told me they got deleted. I asked but she refused to provide me with the general managers number. I asked for the corporate office contact information. She told me they dont have a corporate office. I asked for owners number. She then placed me on hold and never returned. I held on the phone for over 20 minutes and then she hung up on me. At this point, its a matter of principle. I feel robbed and disrespected. I want my money back and the manager to be retrained to provide proper customer service.

  Business response

  08/28/2024

  8/23/24- Reached out to guest for additional information and apologized about the concerns expressed in her complaint. Escalated her concerns around customer service, accuracy and delay of communication to the Operational Leadership Team for additional coaching and training opportunities. A Gift card (in the amount that was spent) was sent to the guest as compensation for the inconvenience caused on 7/15. 

   

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Went to store #***************** *****. order # ****** 6/18/2024 This is the 2nd time at this location & last, the people working are rude & don't seem to understand the prices or ***************** The worker was telling us it's Happy Hour but charging regular prices. Ordered ************************************* I was the only customer in the ********** took 15+ minutes to get my order & after i got it the taquitos were over cooked & burnt, but did not want to wait for another order as long as the first one took. The complaint is the restrooms are unusable, they are filthy, dirty, f**** around bowl. The womens handicap toilet did not even have a seat on it, there was toilet paper all around floor. I did not complain to management because it was the same way 3 months prior & it wouldn't have done any good as this is a health *************** issue with no toilet seat, especially for a handicap customer. This store needs new ***********************************

  Business response

  07/10/2024

  6/24/24 Guest complaint was received and reviewed. Information was sent to the Operations Leadership Team to review for coaching and training opportunities around cleanliness, food quality, customer service and awareness of Happy Hour details.
  Happy Hour is currently  Sunday through Thursday 3-6pm.
  Called Guest and left msg.
  7/5/24 Email sent to Guest to apologize on behalf of Taco Cabana and review her concerns and further assist with her refund request.  

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 6, 2024, I received a text alert from my bank about a pending charge in the amount of $9.29, for a purchase from Taco Cabana store #*** at 10:03 AM. I did not visit Taco Cabana that morning or days prior and purchase any food or drinks.A telephone call was made to my bank to question the pending charge as I had not been to Taco Cabana that morning or the days prior.I called store #*** and was informed that there was an issue with the system and everyone will be refunded their money. I asked the person if the store has received calls from others with the same complaint and she stated yes. She informed me again I will be refunded my money.I checked my bank account days later and the payment posted to my account on June 07, 2024. I went to store #*** on June 14, 2024, around 4:35 PM. I spoke with a manager about the situation and having the funds credited back to my account. The manager stated the IT department stated it was not a mistake. She provided a telephone number for media relations hotline -************. I called this number twice only to receive a recording allowing you to leave a voicemail and not the option to speak with an actual person for an explanation. I asked the manager for information for the store owner and she only provided a name stating she did not have a number for him.I am requesting my account is refunded $9.29 for a purchase I did not make. I will also accept a gift card for that amount. It is very concerning that a restaurant or its staff will charge a persons debit or credit card that was used on prior visits.I canceled my debit card and requested a replacement out of precaution. IF I return to this location or any Taco Cabana location, I will only use cash in the future.Hopefully someone will assist with resolving this matter. Thank you in advance.

  Business response

  06/20/2024

  6/20/24-
  Reached out to guest to apologize for the delay and review the transaction in question. Notified the appropriate Leadership Team of the inquiry.
  Reviewed the transaction in question with Guest for date 5/29 which cleared after June 6th.  This was a valid transaction.  Advised guest that this was due to a system issue that did not auto settle daily transactions. The issue was identified, and all outstanding batches were settled in a short period of time and within card holder agreements. We have moved to new terminal systems that will settle at the bank and not at the terminal. This will eliminate the potential issue all together.
  Offered Guest to send a copy of her receipt. ***** stated not necessary but will send a giftcard as a courtesy.

  Customer response

  06/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  THIS IS THE SECOND TIME IN 2 YEARS MY CREDIT CARD WAS USED FRAUDULENTLY FROM THE **** CABANA ON ****************************. LAST WEEK I WENT TO THE RESTAURANT TO PICK UP SOME FOOD. I USED MY CARD THERE. THE NEXT DAY, I SAW 4 FRAUDULENT CHARGES ON MY CARD FOR 4 DIFFERENT AMOUNTS. I CONTACTED MY BANK AND REPORTED THIS OCCURANCE. THE AMOUNT WAS $90 AND THE ONE FROM 2 YEARS AGO WAS OVER $300. I'VE HAD TO CANCEL MY CREDIT CARD, ONCE AGAIN, BECAUSE OF THIS FRAUD!!! I'VE BEEN A CUSTOMER FOR OVER 20 YEARS, BUT NO LONGER. I DON'T KNOW WHO IS RUNNING THAT STORE, BUT, THIS NEEDS TO BE INVESTIGATED BY THE AUTHORITES. I CAN ONLY IMAGINE IF THERE ARE OTHERS WHO HAVE BEEN ROBBED FROM THIS STORE AND COMPANY!!

  Business response

  06/20/2024

  6/17/24-Reached out to guest to apologize and review the transactions in question. Notified the appropriate Leadership Team of the inquiry.
  6/18/24-Reviewed the transactions in question with Guest for dates 5/13, 5/15, 5/28,6/1 which all cleared after June 6th. These were valid transactions.Advised guest that this was due to a system issue that did not auto settle daily transactions. The issue was identified, and all outstanding batches were settled in a short period of time and within card holder agreements. We have moved to new terminal systems that will settle at the bank and not at the terminal. This will eliminate the potential issue all together.
  6/18/24 Guest stated that he had been charged erroneously duplicate times. I confirmed that I did not see any double charges. The guest was unwilling to provide a copy of duplicate charges. ***** stated he had closed out his bank card. No further action taken. 

  Customer response

  06/21/2024

  Complaint: 21854315
  
  I am rejecting this response because:

  This is the 2nd time Ive had to close my credit card account due to these new system glitches.  The previous time , I was charged more than $300 in fraudulent charges. I also complained to the BBB in regards to this issue.  The company gave me several $5 gift vouchers because of this.My bank found that I was in the right and, like this time, restored my account with the monies that were taken.  
  

  For me, this matter is closed.  I will not be visiting this restaurant or any other Taco Cabana the future.  
  

  Please close this case. 

  
  Regards,
  
  ***** De La ****

  Business response

  07/10/2024

  Our Leadership Team was made aware of the complaint from the guest. Due to a system issue that did not auto settle daily transactions. The issue was identified, and all outstanding batches were settled in a short period of time and within card holder agreements. Since this incident we have moved to new terminals system wide that settle at the bank and not on the terminal. Which will eliminate the potential issue all together.

  Guests charges were reviewed and confirmed as valid charges. There were not duplicate charges. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is the second time I have ordered a single taco, from this location it is always stale. the meat is unseasoned and the food is bad. Employees don't pay attention to customers they are too busy talking to each other.

  Business response

  06/17/2024

  6/12/24- Attempted to reach out to the guest by phone but the number is not a working number.  Notified the Operational Leadership Team of the concerns Guest had with his meal for additional review for training and coaching opportunities. Sent an email to guest to apologize and asked for working number to further assist. Provided my contact information as well. 

  6/17/24- 2nd email sent

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Missing part of my order; food had hair in it; part that I did receive was cold and hard

  Customer response

  05/14/2024

  I have called the store left messages no one has returned my calls. Spoke With **** in customer support sent a copy of my receipt last week and havent heard anything this has gone on for almost 2 weeks. Very unacceptable 

  Business response

  05/14/2024

  5/14/24 Reached out to Guest via phone call to apologize about the delay of the refund, the lack of attention to her order and the lack of communication. This information was shared with the Operational Leadership Team for coaching and training opportunities. 

  5/14/24 Guest has been issued out a refund. 

  Customer response

  05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/06/23, approximately 7:45pm, at ********************************************************* location, I was harassed and disrespect by an employee that claim to be the manger and refuse to give me his name. I went through the drive through, he keep asking me what I wanted. I ask him for a moment to look over the menu. He was rude and impatient. I ordered chicken taco for my daughter. When I pulled up to the window. I gave him a $20 bill. The bill was a little wet due too a beverage spilling on it. He returned my $20 bill and asked if I had any other form of payment . I asked if they accept tap pay. He said no rudely and said you don't have any cards. I said no. I began to look for loose change around my car. I asked him if he could try the $20 bill again. He excuse me of using forgery money. Then stated I needed to move. He continue his rude comments, While I was trying to resituate myself. He told me I was a bad mother, he repeatedly told me I was better off killing myself. He illegally took a picture of me and my vehicle.

  Business response

  12/18/2023

  12/7/23-Received BBB complaint, reviewed and send information to the Operational Leadership Team to review for coaching and training opportunities immediately.
  12/7/23-Reached out to Guest and apologized for poor customer service received. Notified Guest that the information was sent to the stores Leadership Team. No additional questions from guest at this time. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  on November 28th i placed an order (#*****************) through the app. one i received my order i began to look over it and make sure i received what i ordered. I didn't receive *************** or nachos. upon further inspection the food was not fresh. i contacted the store to request a remake to only be yelled at. i really dont appreciate the unprofessional behavior. at this point im requesting a full refund because the store should've paid attention while preparing the order and they should've have had a better attitude when i complained to them.

  Business response

  12/06/2023

  12/4/23-Received complaint. Sent Complaint to the Operational Leadership Team to review for coaching and training opportunities with the location. Called Guest to apologize for service provided, order accuracy and overall food experience. 

  12/5/23- Called Guest 2nd time, apologized and initiated the refund for his full order due to the inconvenience with the overall service provided. Email was sent to Guest as confirmation. No further questions at this time. 

  Customer response

  12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩