Jim K.
Yelp
We ordered online with a pick-up scheduled for 20 minutes (their available time). We got there in 15 minutes and had no notice, so we walked around. @ 20 minutes, we went in, and they tried to give us a takeout for someone with the same first name but not our order. They searched for our order and did not find it. They then looked at their computer and found that they had not entered it into the kitchen.
They then said, "just 5 minutes," as it was standard ramen, so not difficult for them to put our order at the front of the queue. 10 minutes later, we asked again, but they could not find it. Then we got a young man who spoke good English; he said he would check. He walked back to the kitchen and looked at the orders, and we did not see him again for 10 minutes.
We waited another 10 minutes, now more than 30 minutes since we ordered. Other orders came and left (maybe with our order, as nobody seemed to know what was going on!)
Finally, the young man returns, checks his computer and tells us he will put our order into the system. By that time, our inner Tony Soprano arrived, and we said forget it...cancel our order. Even with a calm attitude, it was impossible to forgive their inept abilities to prepare one of their standard meals and get it to a customer within an hour of the confirmed time.
We asked to make sure we had a credit on our account, and he could not figure that out either, as he showed where it had been charged almost an hour earlier but could not find a credit.
I understand being busy and the need to hire help that may not be qualified at the time of hire, but on-the-job training has cost them our business, and we trust MANY others as well. It is ramen, it is not brain surgery... find someplace else to eat or be disappointed, or plan on spending a lot of time waiting for their inept service!