Breanna R.
Yelp
We had seen this place many times during our walks, so we decided to stop by for a quick breakfast. There was a long line to order, but it moved fast. We ordered a chicken & waffles plate and the ultimate loaded fries. We were told the food would be ready in 15 minutes, but after 30 minutes, we still hadn't received our order. Us and 3 people that hard arrived both before and after us went to inquire about our missing orders. We were told that our order wasn't next, but the one after, so around 5 minutes.
We waited 10-15 minutes more and we saw them take out two more orders for tables that had come in a lot after we had. The person in front of us had ordered just one dish and was still waiting, while the group that ordered behind us was already eating. Once we realized this, we requested a refund. We were told that they "got slammed" and had lots of orders but when I told them that tables that ordered after us had already gotten their food, and that we had waited around 45 minutes when we were told 15, the employee did not offer any other explanation and continued with the refund. We were there about 1.5-2 hours before they closed so the kitchen wasn't closing any time soon, and the line had gotten exponentially shorter after we ordered.
The person that took our order, the person that did our refund and the bartender were nice, but customer service practices need to be improved. Wait times need to be clearly communicated; although a 30-45-minute wait isn't unheard of, it is helpful to be told from the beginning to manage our expectations and to plan our visit accordingly. The restaurant is also an open space, so it was extremely easy for an employee to make an announcement about sudden issues that would back up the kitchen or find the tables whose orders are being impacted and address them directly. Due to their 0 communication and lack of urgency with rectifying this mistake, we missed a personal appointment and delayed the intake of medicine as we still had to go somewhere else to get breakfast/ lunch.
Randomly, the employee asked if we had found them on Instagram (which I said no, we had just walked by and it looked good), so I am inferring that they recently went viral and got a large number of guests, but regardless of if a business is dealing with a large influx of people or not, orders should not be skipped or ignored for no reason. Guests also deserve transparency, especially when we pay 2025 restaurant prices and tip 20% + on top of it.
We would've liked to try this place as the food smelled/ looked good, but this incident and the indifference towards us made us feel unwelcome.