Open Letter to Taco Bueno
May 30, 2008
Dear Mr. Bueno,
We, the peoples of North Richland Hills, Texas, love and appreciate the longtime commitment that you have kept toward the presence of mediocre Tex-Mex fast food in our community. You have won our hearts and the better halves of our BMIs from the foul addictions of sleazier restaurants such as Taco Bell and Taco Casa.
However, I am not writing this today to simply praise the high ethics that you have demonstrated toward your loving customers. Instead, I seek to gather attention to a problem which may contradict said affection.
Today, when I drove through your drive-thru, I was received cordially by a cheerful pre-recorded welcome. I quickly went about ordering my food, until the dreaded question came out of my server’s mouth: “Would you like hot sauce with that?” My pulse quickened. A clear “No, thank you” drifted out of my mouth, but I knew it was useless. I pulled around to the window, amidst a ever-growing fear as to the contents of my bag. I paid the cashier, received my order, and opened up the bag.

What I saw, Mr. Bueno, I can safely call the Bane of The Loyal Consumer. Put simply, I received hot sauce. I specifically had asked for no hot sauce. Why did I get hot sauce, when none was asked for? But alas, it was not even that simple. I had received, not one, not two nor even three hot sauces. Four hot sauce containers, Mr. Bueno. Four. Aside from not wanting them, the containers are of, ahem, crappy construction. They fall apart when you try to remove them from your bag, when you throw them away, any time. They leak all over the contents of my perfect number five combo meal.
Please, Mr. Bueno, hear my plea. Hear the pleas of thousands of loyal customers around the world, crying out for justice. We don’t want hot sauce with that, no, we don’t. Save your tomatos and petrochemical plastics for a better use, Mr. Bueno. We’re begging you.
Regards,
A Loyal Consumer
June 3, 2008 at 12:10 pm
Dear Loyal Consumer,
First of all, thank you for your loyal patronage of Taco Bueno, and also for the recognition differentiating us from the competition, as there is truly a difference.
The hot sauce dilemma is one that does indeed exist, and we continue to try and find better ways of executing the process. We appreciate your voicing your concern, and want you to know that we do indeed care that we are asking you and hearing you when you say you don’t want the sauce, but then due to the fast paced repetition of having most guests want it, we fail to execute your request properly. It is a struggle, but there is no excuse. We will continue to try and improve our system so that we can accommodate what the guest wants.
We appreciate you voicing your concerns, and we would be delighted to have you dine on us, in return for your feedback and your loyalty to us. Please contact me at the email address provided, and I will be happy to arrange that.
Thanks so much,
Kevin Lewis
Vice president Of Operations
Taco Bueno Restaurants
June 18, 2008 at 12:02 pm
Dearest most favorite taco place in my world,will you please open a Taco Bueno close to me,im on n.e.23 and douglas,okla city.i go to your store on airdepot,almost 5 days a week,we love the food and the service and prices are gr8 thank you so very much for your terrific genius in establishing this fine eating establishment,sincerely,Carolyn Hart
August 11, 2008 at 12:26 am
Thanks for the love, John. You are mighty hilarious! I feel encouraged and uplifted now.
February 17, 2009 at 11:58 pm
I had the pleasure of living next door to Kevin Lewis for 5 years in Wylie and I can say without a doubt that he is more committed to customer satisfaction than any man I have ever met.
What he will not tell you (out of modesty) is that he is 100% committed to making Taco Bueno the best it can be. Kevin has spent his ENTIRE career working at Taco Bueno. He started working as an hourly worker in a single store many years ago and has worked his way up to VP of Operations. In today’s world of job jumping and salary hunting executives I am inspired by Kevin’s devotion to his career and his company.
Find me another executive that responds personally to customer complaints on the internet. You can’t, because most execs could care less about what we think.
Kevin’s actions speak much louder than his words ever do.
Sincerely,
Ethan Francis
PS Kevin if you read this, please find a way to use the pepper chicken from the chicken fajita tacos in some other dishes. That chicken blows my mind! I would love to order an entire breast of that in some sort of platter.