I used to come here about once a year and it was always fantastic. Sadly, my most recent experience was terrible and I probably won't be coming back.
I pull up and see a sign on the window that due to the pandemic, all orders must be placed online or through the app. No big deal. I pull out my phone, navigate to the website, select my sub and chips, and in the drop-down menu for pickup time select "ASAP (15 m after ordering)". It didn't seem like a big deal to sit in the car for 15 minutes so it seemed like a good idea. However, upon paying and confirming the order, the confirmation screen says that it's going to be a 45 minute wait! Attached is a pic of the "Pickup Time" selector so you can see what I am talking about.
Because of the discrepancy, I call the store and the person who picked up the phone said that the 45 minute quote was accurate but that "it might be ready early." So I wait in the car, at 30 minutes I go in to check the situation and there are numerous people standing around a table where the employees of the shop are setting orders once they are ready. The name is written on the receipt so we can tell which order belongs to which person. All of these people standing around, and the employees aren't even calling out the names as they set down the subs. That means when a sandwich is ready, you have to walk up to the table, look at the sub then walk back to your spot. This is all extremely difficult to do while respecting the current social distancing guidelines.
So, I check to see if my order is ready - nope. Then I go back in sit in the car because there are way too many people in this place to be 6 feet away from everyone else. After waiting 5 minutes, I go back in but see the exact same thing. This continues up until minute 45 at which point I decide I will wait in the lobby since my food should be ready any minute. While standing there waiting, I overhear a conversation where one woman is asking how to get a refund because she accidentally placed her order at a franchise in Ohio. The employee behind the counter is dismissive of the request and tells the woman she will have to call corporate on Monday (this was a Saturday) to get a refund. The two employees working at this point are moving comically slow. Like, you would not believe it if you saw it - incredibly slow. At this point a third employee walks in carrying a pizza. I had seen her leave earlier from the car, now we know why. Based on how busy they are, it probably would have made sense to get that pizza delivered. After standing around for yet another 10 minutes, walking up, checking the name on a bag, walking back to my spot, ad infinitum, my order finally shows up. Thank god!
Upon getting home and eating the sandwich, it was good but I just don't understand why a sandwich takes 55 minutes to make. It's not like they are somehow getting more business due to the pandemic. When you go in and stand in line it only takes about 5 minutes. How is this any different? I think the answer to this question is that the employees looked like they didn't care one bit. Pure apathy. A slow logistical nightmare. When people move that slowly and with such an inefficient workflow, it is inevitable that there will be a customer backup.
Again - 55 minutes for a cold sandwich. After being quoted 15 minutes on the online ordering site. It was a very disappointing experience. read more