Angela F.
Yelp
I hate having to write this review because up until today I loved this place. But I have never had such a bad/weird experience picking up an order.
I went to pick up our order and the young woman up front said it was not ready. I sat down for a couple of minutes. Uber Eats kept saying our order was ready. I finally realized the order was under my husband's first name, not last. So, I went back up and said actually the order is under FIRST NAME. She said, oh yeah, your husband picked it up. I said no he didn't. I just dropped him off at home and told him I would grab dinner. She kept trying to convince me that he did. I said that was not possible. (We live about ten minutes away.) She clearly did not believe me. She said she had to talk to someone else.
Another 5-6 minutes, she is speaking with a guy behind the counter, and they still have not given me any sort of update. I went up and asked. The guy (manager?) questioned me about what our order was. I told him and also pulled it up on the Uber Eats app to show him. The young woman behind the counter clearly screwed up and gave our order to someone else, but there was zero ownership of her error. She was now insisting that there must be someone else with the same first name, last initial, and same order. I've been here for about 30 minutes at this point. The guy said they would remake our order, and it would be another 8-10 minutes.
I erred on the side of caution and waited in my car for 10 minutes. Went inside again, the young woman at the counter said it's not ready when she saw me. I asked her if she could ask for an estimate. She went in back, returned, and said the guy would help me. Another 10 minutes or so, and he finally brings me the order and questions me AGAIN about what items should be in there.
So after about 50 minutes total, I finally have my order. Never received an apology from either of the two people who were "helping" me, and somehow felt like they were trying to make me feel like this was my fault. This is beyond bad customer service. It's gaslighting their patrons to avoid admitting they made a mistake. So disappointing.