ComplaintsforDel Taco

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I downloaded the app to avoid the expected line. I ordered food but still had to wait over a half hour through the drive through even though food was promised if you "go inside" on the app. The girl at the window was extremely rude and not accommodating in the least. She said even though I unnecessarily waiting in the drive thru line (because the lobby wasn't open as promised) my food was still not ready and said she could not refund me, nor would assist through the app. She then proceeded to call the police on me for not moving "forward". I am APPALLED at the lack of service and customer care. As a manager of an events center with food and beverage I must say this is the worst experience I have ever had. ********************* manager.

  Business response

  10/04/2022

  We take customer satisfaction AND our employees' wellness very seriously.  Therefore, we fully investigated this, including reviewing surveillance video and audio.  THIS GUEST'S ORDER WAS FULLY REFUNDED THE *** AFTER, when we read her complaint submitted to us on our Servicecheck platform.  She ordered after midnight on the Del Taco app for pickup.  There are shortfalls in the app that Corporate is working to fix, where you can select inside pickup instead of the drive through.  For many reasons, including safety, we close our dining room doors at midnight.  When the guest tried to come in, the doors were locked so she drove her car through the drive through.  1am is a busy time of business and we work hard to move the line as fast as possible. The order doesnt fire until they come to speaker. ******* bypassed the speaker and went right to the window. *** was upset because she had to wait for her food, which did not fire in the system automatically. The cashier ***** told her she was sorry that the order wasnt fired until she gets to the speaker. ******* told ***** she wasnt waiting for her order and wasnt leaving either and she parked the car there for an extended time. She rightfully demanded a refund. ***** told her she cant do a refund now but the manager in the morning would take care of that refund for her dissatisfaction because it was an online order. ******* refuses *****'s offer to make the food quickly. ******* was cursing profanities, calling the crew names, and also cursing at the cars behind her, because they were honking. ***** told her it will be a few minutes to make her order, she was refusing to leave and was making a scene in the drive through. 

  We cannot put up with a guest abusing our staff and ***** was doing her best to satisfy this one, including offering the food AND a refund for it in the morning.  After midnight, we are often the only restaurant open in the area and things get busy.  We sometimes experience unreasonable people after midnight. ********* antics shall not be tolerated and her unruly behavior shall not be a stain soon our outstanding record of good customer service.

*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. ↩