Jesse B.
Yelp
A few disclaimers: We've been here multiple times and are repeat customers, I understand the challenges presented by COVID (and, thus, support local businesses) and I have an IT background so I'm very familiar with the woes of technical issues/glitches.
6:44PM: Placed order through their website (not third party). Confirmation seemed to hang but delivery estimated at 7:27PM.
6:45PM: Placed call to confirm receipt of order. Was told, "Yes! It just came in. You're all good."
8:16PM: With no delivery and being 45 mins later than anticipated, placed second call. Was treated with lack of empathy, seemed wishy-washy, but was ultimately told, "Yes, your order is out for delivery."
8:44PM: Still no delivery (we're 2.8 miles away). Called again. This time was told that our order did not exist, that there was "tablet issues with their app," given excuses but no apologies and requested I verbally repeat my order. Begrudgingly did so and employee read back order and assured it would be delivered shortly.
9:22PM: Food delivered with no apology. Reviewed receipt and noticed that one of our three entrees was missing.
9:23PM: Called third time to inform them of incomplete order. Was informed, "Next time you call, give us your name and we'll credit you."
Summary: Placed online order at 6:44PM, confirmed order at 6:45PM, was blatantly lied to and misled at 8:44PM, had to call again 40 minutes later, was lied to again and then, nearly 3 hours later not given an apology or any meaningful attempt at service recovery and was left with an inaccurate and incomplete order.
Just an all around service nightmare and...food wasn't even up to their normal standards.