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  • After placing an order through the app, which I've done numerous times, I went through the drive-thru and was told that they could not find any evidence of my order being placed in their system. Even though I had confirmation in the app and an email showing that I had placed an order I was asked to drive around and place it again. I expressed concern about being charged again but my question was not really acknowledged. So I place my order through the app once more and was told that they had no order in their system, even though I showed them my online confirmation and email. I pulled around and parked in the lot and went inside and ask to speak to the manager. I showed them once again confirmation of both orders and her response was there's nothing in our system. After a lengthy discussion and numerous back and forth between the app and my email showing that I placed an order and had been charged TWICE I was finally given the food without having to pay a third time. When I ask for a refund on the second charge I was told there was nothing they could do about it in the store since it was placed through the app. Even though it was their instructions for me to place the order a second time. This Taco Bell is only a block and a half from my house and I go there all the time and normally have no issues but was totally surprised by their inability to handle this obvious technical problem with their system and no protocol for dealing with such a problem even when I had verification on my phone. Oh by the way during the discussion another employee volunteered that they had been having trouble with their system receiving orders through the app. If you're having a problem with your system previous to my encounter why would you NOT have a procedure in place when it happens again? And why would you have a customer place an order through the app a second time so they can charge the second time and you not be able to cancel the second charge for them? The amount of the order wasn't a lot of money, only $9.44 but it's kind of the principle of the thing. And the fact that I now have to contact my bank to dispute the second charge on my card. VERY DISAPPOINTED TACO BELL!!!
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