Complaints
This profile includes complaints for Taco Bell's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 513 total complaints in the last 3 years.
- 169 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:09/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently went thru the drive thru at the Taco Bell in ****** *******. I ordered and paid for four tacos and a burrito (and a drink). When I got home, I observed that they didn't not give me the burrito that I paid for. I completed the online survey described on the receipt, but no one has contacted me. Unless I get my burrito, I am never coming back.
Business Response
Date: 10/12/2022
Thank you. This issue has been resolved with the customer.Customer Answer
Date: 10/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Thus business only contacted me to verify which location did not give me the product they I ordered and paid for. They have not done anything else. They said that would send me a coupon, but did not send it.
Regards,
***** ********Business Response
Date: 10/20/2022
Thank you. The customer emailed back, and this issue has been resolved.Initial Complaint
Date:09/13/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I visited the Taco Bell located at ***** ***** *** ** ***** ** at 1:30 am on August 29. Although this location is advertised as closing at 2 am, I have frequently arrived at 1:30am and have been told that it was closed to the general public and only open to DoorDash drivers. After entering the drive-thru and finding out that restaurant is "closed", myself and other people are stuck in the line and unable to exit for more than 10 minutes, because the Door Dash drivers are still being served, while additional cars keep entering the drive-thru behind them.
To prevent this scenario, the restaurant should either honor their advertised operating hours for everyone or notify the customers BEFORE entering the drive thru that only DoorDash drivers are served after 1:30am.
I have contacted Taco Bell local and corporate offices regarding this issue and have not received an answer, so I am escalating this to Yum Brands.Business Response
Date: 09/20/2022
[[BBB TRANSCRIPTION VIA ATTACHED EMAIL]]
September 19th, 2022 Re: ID of *********
This letter is in response to a complaint that was sent through the Better Business Bureau on 09/06/2022. We were made aware of this situation prior to *** ****** complaint. Our Area Coach, ****** ******* was already having discussions with her team.. She immediately contacted the manager and investigated this situation. She coached her team on the right way to handle a closure.
In the current staffing crisis, to meet all our customer's needs we occasionally find it necessary to limit sales to delivery only in the late-night hours. While this is sometimes necessary it should never be done prior to receiving express permission from our Area Coach, Rachel.
*** **** is correct in his observation that there should be signage placed before the cars enter the drive-thru if service there is limited. This did not happen and sounds like it wasn't the first time the customer experienced this. ****** is working with the team at this location to come up with a better system of notifying the customers of the delivery only closure.
We are sorry that *** **** had a less than perfect customer experience. ****** is aware that *** **** wants a call back from her. She will make every attempt to reach out to *** **** to apologize personally for this unfortunate situation.
We are appreciative *** **** reached out to us and identified a problem we need to fix. If you need further assistance please feel free to call our franchise office at ************. I am happy to help.
*Please see attached.
Customer Answer
Date: 09/21/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** ****
Initial Complaint
Date:09/04/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 14th, 2022, I tried to place an order on the Taco Bell App using my gift card stored on their site, and my credit card. Their app wouldn't take my credit card, and the order didn't go through. But, the money taken from my gift card ($9.67) wasn't returned to the gift card. I've called them and spoke with their customer service 3 times (and they said each time their supervisor would contact me, but no one did). I filled out their contact us form on their site 3 times (telling them what happened and gave my contact info), no one contacted me. Lastly I filled out their gift card form once...(with any problems related to a gift card such as theft or loss... though my situation wasn't either). Also, no response to that. I've tried contacting their Facebook Taco Bell moderator for help, but there isn't a person involved with that anymore so it seems, and I used the info the automated response gave me to contact their help line (didn't help as no one replied). $9.67 isn't a lot of money, but it's mine and I wasn't able to buy the food, so it should have been returned to me. I haven't gone to Taco Bell since, even though they keep sending me email saying they miss me and what specials they have. Why is it so hard to talk with a person that can help? Their customer service didn't help me, took the information 3 times but no help. Why does Taco Bell think so little of their customers that they aren't helpful and don't do the right thing. Their customer service is terrible. It's taken them so long to get back to me (they haven't to date) that I can't open up my gift card on their site anymore where it shows each purchase date and amoutn (but I took screen shots before this happened). I want my money back... Screen shots include last app order I made in May 2022, the charge off my gift card in June (but it didn't go through), and I copied my most recent help ticket I sent in their gift card help ticket area (about a couple weeks ago).Business Response
Date: 09/07/2022
Customer was refunded per their requestCustomer Answer
Date: 09/09/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is a mix of I accept the refund of my money, but don't accept that's the only thing they did. They didn't apologize for it taking months to resolve/putting me through this to get my money back... i.e., for the lack of follow through with my multiple phone calls, filling out their online forms in two areas of their site at least 4 times, having gotten rid of their Facebook page moderator (that used to help in the past), and they don't seem to care that they put their customers through so much effort to communicate with them and get resolutions. They also don't seem interested in figuring out what the problems are in order to have better communication and a better app.
I have a $50 gift card I'd bought before this most recent issue with using Taco Bell app and gift cards (there have been other problems in the past), and I'm afraid to use it for fear of another issue happening and having a problem with trying to contact them for help again.
Regards,
***** *****Initial Complaint
Date:08/23/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Tried to place order and was refused. Was told they are short staffed so too bad. Tried to call and complain but times kept getting longer. Started at 20 minutes and now 26.Customer Answer
Date: 08/23/2022
Tell us why here**** ******* **** **** ** *******Business Response
Date: 08/24/2022
We were able to contact the customer and hear her concerns, per her request.Customer Answer
Date: 08/26/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I informed her of the whole situation and will never return to this business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
********* ******
Initial Complaint
Date:08/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed a mobile app order on 8/10/2022. I received all food but 2 items were prepared i**orrectly. My potato taco had sauce when I requested none and was packaged so poorly that the contents of the taco fell out of the side of the wrapper as I picked it up. My power bowl also had tomatoes on it when I requested none. My order number is ****** and I placed this order at the ******, ** location. I have never o**e has a problem with this location but this is shameful. I have filed a complaint through the app multiple times and received no response. I desire a refund of $9.58 to compensate for the i**orrectly prepared items.Business Response
Date: 08/22/2022
Customer has been refunded per their request.Initial Complaint
Date:08/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/15/22 at 3:54:45PM I attempted to dine inside at the Taco Bell at **** ****** *** *********** ** ****** The Dining area was closed, so I proceeded to the drive thru. I place my order, and specifically asked for Vegan option NO MEAT. Everything I ordered had meat on it. I requested a refund but was denied. I would like my $21.42 put back on my Discover Card ASAP. The receipt order #******, receipts aren't legible for the purpose of submitting a survey, as you can't even read the Survey Code.Business Response
Date: 09/02/2022
Called the customer multiple times in attempt to offer the requested refund. Customer has yet to return one of the calls left with many messages. The store will give the customer the requested refund, provided they are able to speak with them.Customer Answer
Date: 09/06/2022
September 6, 2022
Better Business Bureau:
I was contacted regarding my complaint ID ******** by Mariam (Taco Bell Customer Experience Team) on August 22, 2022, then Rob (Manager) at Taco Bell at the Corporate Level on September 1, 2022. They were both very apologetic, and concerned with resolving my complaint I filed on August 17, 2022 in a timely manner. Rob was very friendly when we spoke on September 1, 2022, and listened very carefully, and assured he would follow thru at the store level addressing my concerns. Rob issued the refund on September 1, 2022, and I received the refund September 6, 2022. I'm 100% satisfied with the resolution from Taco Bell. Please close this complaint, I have received my refund in full.
Valued Taco Bell CustomerInitial Complaint
Date:08/15/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
So I placed an the Taco Bell mobile app to pick up 4 items. The total was $13.74. I go to the drive thru to check in because that's how the app said to check in. Well,, when I check in, I get told that breakfast is not being served. I ask if the location is no longer a breakfast location and get told "no we still serve breakfast but our egg mixture did not get pulled out the night before to thaw out. So it's just today". So I did not receive my food, and I am still charged $13.74 for food that I did not receive. I have filled the "contact us" form out multiple times on the Taco Bell website and have heard nothing back. I have tried calling and get told that I'm outside of business hours. The order number for this Taco Bell order is ******. The transaction was on August 7th at 9:27am. My desired outcome is a refund of $13.74, $13.74 in mobile gift card from Taco Bell or coupons that equate to getting the items for free (2 free breakfast crunchwraps and two free burritos)Business Response
Date: 08/15/2022
Customer was refunded per their request.Customer Answer
Date: 08/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** ******
Initial Complaint
Date:08/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Someone fraudulently used my mobile Taco Bell account to place an order in *********, ** (very far from me). The order was stopped because I called the restaurant immediately upon getting the push notification on my phone. Three Taco Bell reps, individually and independently, told me a refund would be issued. I was then emailed that once a mobile order goes in, no one can stop it. This order was not filled and should not have been seen as a revenue sale. I have spoken to the restaurant's manager, franchisee rep, and countless Taco Bell representatives, and although they are sympathetic, they state they cannot assist. They do not accept that the app does not have enough security features that invite fraudsters. The order included a charity donation, which they also won't credit. The amount of the order was $31.00, Order ******, 7-7-22, **** ****** ***.; *********, ** *****Business Response
Date: 08/15/2022
Customer was refunded per their request.Initial Complaint
Date:08/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made two same order by mistake and paid it for twice on my phone. But, I only got one order and the store said they only got one order.Business Response
Date: 08/04/2022
Customer was refunded per their requestInitial Complaint
Date:08/02/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
9n Sunday July 10th I decided to have breakfast at Taco Bell. I went to the location in ********. I went through the drive threw and had no problems there. The food is delicious. What then happened is the problem. I came out from getting breakfast. I parked and went inside to use the restroom. They provided me with the code and me and my puppy went inside. Now excuse my language but I took a crap in that restroom. Then I cleaned up my puppy's mess from the chewing of the toilet paper and continued my way back outside to my vehicle, at which time said employees- #3 of them- came to the double door enterance yelling about "Not Smoking." I was feeling very intimidated. I honestly peed my pants a little bit.. It was a tall black man and two women who looked very angry they were screaming at me outside the door about smoking in the restroom. That never happened! I have my puppy with me first off. Why would I do that,he doesn'twant to breath that. Second off I just smoked a cigarette outside before I went in to use the bathroom. I just had ate breakfast. They yelled obscenities towards me and made me feel beyond scared. I peed my pants a little. I am mortified. I an writing this complaint because of the intimidation I felt from your employees. I very much enjoy your breakfast menu. I now do NOT feelml
safe enough to go buy it. I asked that something be done about this.Thank You.Business Response
Date: 08/16/2022
Contacted customer via phone they accepted our resolution of coupons.
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