I pre-ordered my breakfast this morning specifically for convenience and efficiency. What is the point of offering online ordering if the food isn't ready when you arrive?
When I showed up at my scheduled pickup time, my order wasn't ready. I stood there waiting an additional 10 minutes while employees scrambled around. Meanwhile, my breakfast quesadilla had clearly been made first and left sitting while they made the smoothie -- so by the time I finally received everything, my food was cold.
When I brought it up to the manager, her response was basically, "Sorry, we're busy." That's it. No ownership, no urgency, no effort to actually make it right beyond offering to remake it -- which I didn't have time for because I had already been delayed past the point of "quick pickup."
If you're too busy to handle pre-orders properly, then don't offer them. Customers who pre-order are doing it because they're on a schedule. Cold food and a shrug from management isn't acceptable.
Extremely disappointing experience read more