James O
Google
The 214 Augusta Ave location is the only one that shows up on Google Maps for Kensington. This location has a large banner outside with a QR code that lets you pre-pay and order online. We placed our order at 2:17pm, with an estimated pickup time of 2:32pm.
When we arrived at 2:32pm and showed the order confirmation at the counter, the staff told us they don’t do online orders. He asked to see the pickup location and then directed us to another store at 267 Augusta down the street. It was confusing to see such a prominent banner for online orders at a location that doesn’t actually fulfill them.
We walked to 267 Augusta, which isn’t even listed on Google Maps. When we showed the staff our order confirmation, the girl at the counter seemed unsure and asked if we had checked with the other location. We explained that we had, and that their staff sent us here. The lack of communication between the two locations was frustrating.
She eventually checked her iPad, found my order under my name, and asked for five minutes to prepare it, even though our pickup time had already passed. The store was empty at the time, but our food still took fifteen minutes past our pickup time to be ready.
The gringa and tacos themselves were fine, but the confusion between the two locations and the lack of coordination left a bad impression. It may not be an issue in the future now that I know where to go, but as a first-time customer, the process was frustrating. Improving communication and consistency across locations would go a long way in creating a better customer experience.