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Del Taco Store #1166
Location: 2401 S Azusa Ave, West Covina, CA 91792
Cashier: stated that her name was "Bella" (although the receipt says, "Esperanza")

How would you feel if your ordered a burrito, only have to have the cashier instruct the workers who had JUST made it to THROW IT AWAY!

I came to the Azusa store location to purchase the Beyond 8 Layer Burrito using the coupon code on the app, and a few roll-ups. As my mother, who is disabled, frequents the store multiple times weekly and purchases food using the app on her phone, I borrowed her phone so I could get us some food since she can barely walk. While she was waiting for me, I went into the store, and informed "Bella/Esperanza" that I wanted to get the Beyond 8 Layer Burrito and that I had the coupon on my Mom's phone. I then proceeded to show her my coupon (barcode) so that it could be marked correctly on my receipt (as the coupon stated that the burrito was FREE).

She tried to scan it, but no success. She stated that the machine "couldn't scan it." I brightened the screen, still wouldn't work. She then took the phone and tried another machine - wouldn't work. I informed her that my Mom had just come in two days ago and had a coupon scanned and that there was no problem (6/18/19). She rudely stated that there "was nothing (she) could do."

I offered to see what I could do on my end. "Bella/Esperanza" said "ok" and walked off to the drive-through window. I took a screenshot of the barcode, and sent it to my phone. When I asked her to scan it, the machine was able to do so. I then finished the rest of my order (4 roll-ups). I had to repeat several times which roll-ups I wanted, but afterwards was able to pay and get my receipt. However, when I looked at my receipt, the Beyond 8 Layer Burrito wasn't there - even though the workers in the back were making it.

I went back to "Bella/Esmeralda," showed her my receipt, and informed her that I had ordered the burrito and it wasn't there. She then turned around to the workers, said in Spanish,"take the burrito out" (not thinking I could comprehend what she was saying.) She then came back to the register, and said that she couldn't charge me for the burrito because she couldn't scan the barcode on my Mom's phone. Confused, I said "the burrito was free. And, you scanned it from the screenshot on MY phone." She then said that something was supposed to have showed up in the app, and "nothing was coming up" on her screen.

Frustrated that my burrito had just been taken out of my order WITHOUT MY PERMISSION, I asked her, "Can I give you the code? The app says that there is a code I can give you to put in manually." She shortly replied "No." I asked her what was I supposed to do, as I'm not familiar with the app? She stated, "There's supposed to be a code." I asked her "what code?" All she said was "Check your coupons."

I did not know how to navigate the app on my Mom's phone, and asked her where it was. She did not bother to take the time to show me. She walked away. When she came back, I showed her the "offers" screen and said, "This is all I see, I don't see any other codes here." All she said was, "There's supposed to be a code that comes after you check-in. I don't even know what this is." I shared with her that the coupon was for a free Beyond 8 Layer Burrito, and that the app had only said to "check in" by having the cashier scan the barcode. I showed her the screen on my app.

The cashier said, "Yeah well I can't scan it on (your Mom's) the phone. There's something wrong with it." Surprised, I said, "But you were able to scan the screenshot on MY phone? So what is the problem?" All she said was, "The app is supposed to show you a code after 'check-in.' There's nothing I can do." By this point, another person was behind me, so I let them go ahead while I tried to find this "mysterious code" - with no help from "Bella/Esperanza."

When the cashier finished the other person's purchase, I informed her that I would download the app onto MY phone and try again. She said "ok." I was handed my roll-ups. I went to the car and informed my Mom who was just as equally surprised that the cashier couldn't scan her phone - that had just been scanned TWO DAYS AGO (6/18/19). Once the app downloaded, I went back to the store, and showed "Bella/Esmeralda" the barcade for the burrito. She scanned it, then said, "Nothing is coming up on my screen." Frustrated, I said, "Well, what I am supposed to do?" I had literally troubleshooted EVERYTHING ON MY OWN WITH NO HELP FROM SOMEONE WHO SHOULD HAVE KNOWN!

She then went off to the drive-through window and ignored me. It took so long for her to come back that my Mother got out of the car and limped into the store! (Bare in mind that she is disabled and can barely walk)

My Mother showed "Bella/Esperanza" the same thing on her phone using the app. Suddenly, "Bella/Esperanza" was able to scan the phone! She then said that she saw the burrito in the system.

But for some STRANGE reason, she still couldn't give us the burrito. A FREE burrito. By this point,
I had figured out how to take the promotional code name and type it into the app so it could produce a barcode ("beyond8") - no help from the cashier. So I then showed her the barcode. She scanned it, then said that "nothing was coming up." She then LEFT my Mom and I there to go to the drive-through window without saying anything.

When she came back, my Mom tried the same thing - with the same response. She continued to refuse to type in the code manually, and even though we BOTH showed her what the coupon said IN the app - that it was a FREE Beyond 8 Layer Burrito - she REFUSED to give it to us, and didn't even bother to help.

Out of all of the times I have been to Del Taco, I am truly OUTRAGED by how TERRIBLE "Bella/Esmeralda's" service (or lack thereof) was. For a company that prides itself on providing customer satisfaction, this was a true fail. Not once did I raise my voice, or give any condescending remarks to the cashier. Yet, my kindness in the midst of receiving poor service was "rewarded" by being ignored, insulted, and made to feel that my concerns didn't matter. Food that I had ordered was THROWN AWAY by "Bella/Esmeralda" - food that the coupon stated was "free." A coupon that should have been honored.

The customer should not be blamed for something that was out of their control. I took the time to try to troubleshoot and problem-solve when the scanning didn't work the first time. "Bella/Esmeralda" didn't even bother - which should reveal to you how LITTLE I was valued as a customer. When I offered to read her the code so that she could have put it in manually, she REFUSED to do it. Yet, what the most appalling aspect of how poor this experience was, was that a disabled person - my Mother - was treated like a nuisance and rudely ignored!

If this is how you train your employees to treat disabled people and customers who are trying to be supportive by using such services as your app, then it is my duty as a teacher and educator in the state of California to inform everyone I come across NOT to support Del Taco! I shall start by contacting every organization that supports and cares for disabled people to inform them that Del Taco allows their employees to discriminate against those who are disabled. NO ONE, no matter race, orientation, ability/disability, or even nationality deserves to be treated so rudely and ignored when in need of help. I would hate for anyone to have to encounter and endure what I did, so I will definitely spread the word!

Thank you for your time


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