A user on TikTok has gone viral after sharing a terrible experience at a local Taco Bell.
In a video with over 47,000 views, TikToker Chloe (@misschloemaam) recounts her experience, which includes long waits, rude staff, and in the end, no food and no refund.
In her telling, Chloe says that she and her mom placed an order at a Taco Bell location via the store’s app.
@misschloemaam @tacobell i really hope you see this, all i would like is an apology 🤍🤍💜💜 i am a loyal customer and my feelings are completely hurt #foryou #fyp #tacobell #wa #customerservice ♬ original sound – chlo
When they went to pick up the food, it was still not ready. Chloe says she opted to wait, though it seemed little progress was being made on her order (she says mobile orders are usually ready by the time she arrives).
Chloe says she decided to check on the order.
“I’m like, ‘hey, do you know when my order is going to be ready?’” Chloe recalls. “She went back and asked someone, and she comes back and she goes, ‘I’m not sure. Just a really long time.’”
Chloe explains she continued to wait. After a while, she told an employee that she understood that someone may have messed up, or that the restaurant was busier than expected. As a result, she asked to cancel her order and receive a refund.
The Taco Bell employee allegedly refused to issue a refund. They then recommended she try getting a refund by filling out a complaint form on the Taco Bell website.
At this point, Chloe’s mom, who apparently works in customer service, entered the Taco Bell. Chloe says her mom asked for the store to fill up a gift card with the refund amount and told them they would happily leave after they did so. The employee once again refused.
“It was like, $16, but still,” Chloe says.
By the time this occurred, the drive-thru line was empty, though Chloe says the inside customers were still being ignored.
The only option now, Chloe says, was to complain. Chloe’s mom asked to speak to the manager, or at least for the manager’s name. Both requests were refused.
Update 10am CT, Oct. 18: In an email to Daily Dot, a Taco Bell spokesperson shared the following: “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. The Taco Bell customer care team has reached out to the customer and refunded their meal.”
@misschloemaam @tacobell i am not having a baja blast of a day after this experience #foryou #fyp #tacobell #wa #customerservice #upset ♬ original sound – chlo
“So we were out of there. So we left: no food, 30 minutes later, and my money’s still gone,” Chloe says.
“I am not having a baja blast of a day after this experience,” she adds in the caption.
In the comments section, users asked Taco Bell for answers, with many sharing their own Taco Bell horror stories.
“THE SAME THING HAPPENED TO ME I WAITED 45 MINUTES INSIDE!!!!” a user claimed.
“Our TB’s drive thru traps you in and one time my spouse got stuck for 2.5 hours, the cars in front would not move,” a second alleged.
“Last time I placed a TB mobile order, went thru drive thru b/c lobby was closed. they threw a bag at me missing half my order and no drink,” another stated. “went back around to be told they didn’t have half the things I ordered and they couldn’t refund me since I used the app.”
“Last time I went to taco bell was when we walked through the dive through because they wouldn’t serve us in the dining room,” another TikTok claimed.
Update 9:50am CT, Oct. 18: In an email to Daily Dot, Chloe says that Taco Bell has not reached out to her despite repeated attempts across social media and using both Taco Bell’s app and website. Furthermore, there is no way to cancel the order via the app or request a refund.
“Unfortunately since my Taco Bell order charged my card and was marked as completed after 45 minutes of waiting (I left at about 35 minutes) and on the app there is no option for a refund, the only chance I have is contacting my bank or reaching out to corporate,” she wrote.
Still, she notes that this request is not truly about money.”As much as I would like my $15.36 back, it’s not about the money for me,” she explained. “It is more on the principle of the situation and customer service. My mom and I were treated horribly, and for how polite and respectful we were, the staff’s behavior towards us was shocking. From my TikTok I have received so many comments from people all over the country that have had similar or even worse experiences. I hope Taco Bell sees this and makes a change or starts to provide some compensation for all the bad experiences.”
The Daily Dot has reached out to Taco Bell via email.
