5 stars for the food and cleanliness.
2 stars for the…read morecustomer service.
I'm very disappointed with my experience. I placed an online order early in the morning for a 5:30 PM pickup. I arrived around 5:40 PM, but getting into the parking lot took longer than expected because of the very long drive-thru line and limited parking.
Once inside, I waited about 5 minutes at the counter before anyone acknowledged me. I was the only customer waiting inside. I even stood near the online pickup area for a while, hoping someone would ask if I needed help, but several employees walked by without acknowledging me. Two cashiers looked in my direction multiple times but continued their conversation instead of checking whether I was waiting for an order.
I finally interrupted to let them know I was there for an online pickup and gave them my name. Unfortunately, there seemed to be confusion about my order. One employee pointed to another, who then pointed back to the first employee while continuing to prepare food. No one was able to tell me whether my order was ready.
Thankfully, an employee wearing a different colored shirt (a manager I'm assuming) noticed I hadn't been helped. She immediately apologized, asked for my name, checked on my order, and informed the kitchen that more chicken needed to be prepared. Shortly after, another manager also stepped in, apologized, and helped get everything together.
I finally left with my order at 6:09 PM, nearly 40 minutes after my scheduled pickup time.
The food was fresh, delicious, and the restaurant itself was clean, which is why I'm giving 5 stars for the food and cleanliness. However, this isn't the first time I've had to wait an unusually long time just to be acknowledged for an online pickup. In the past, my food has at least been ready once someone finally helped me. This visit was different because not only was I ignored, but my order also wasn't ready.
I understand that restaurants are fast-paced environments and that unexpected staffing shortages can happen if someone calls out sick. However, there appeared to be plenty of staff working during my visit. My concern wasn't the number of employees--it was the lack of communication, urgency, and teamwork. I believe additional customer service and workflow training could help employees become more productive and ensure that customers, especially those picking up online orders, are acknowledged promptly.
A simple greeting such as, "We'll be right with you," or "Let me check on your order," would have made a significant difference. Good communication goes a long way and leaves customers feeling valued, even during busy times.