Jennifer V.
Yelp
Food 5*
Speed of Service 1*
Quality of Service 3* (neutral)
We arrived at 10:30 Saturday morning , line was to the door (about 15 pol deep), grabbed a table and got in line after a few minutes. Had our order placed by 10:50. 11:30 rolls around, went up to check on our order and learned one item (breakfast tots) was ready but our other two items (hoss, biscuits and gravy) were still not up. Checked in just before noon - order still wasn't up (in fact, they'd closed our order) but after a little conference with each other, they seem to have found a solution of some kind, as I was handed the missing items - which were TASTY AND AWESOME, BTW!!
Another woman who had arrived just after we did was also asking about her order when I was up there, highlighting it had been over 45 minutes they'd been waiting, too. The kitchen appeared to be staffed correctly (saw at least 4 guys booking it back there), but front counter staff might've been short - ranged between 1 & 2 ppl, where 1 was constantly on the register, other was trying to manage the orders coming out - which filled the window!!! - but they didn't seem to have anyone to run food. The staff weren't rude, by any measure, but they weren't particularly helpful or pleasant, either. I suspect they had been taking it in the shorts from people complaining, tho. That's hard to take and keep a smile (but always good to remember that showing care to annoyed customers can actually encourage people complaining to complain less...)
Either way, my theory is that online orders were too much for them to keep up with in addition to the in-store orders and they were doing the best they could to keep up with "too much"
Would suggest management figure out how to support them better - more staff to handle all the business OR shutting down online orders when the restaurant is full.