Absolutely awful!! This restaurant desperately needs new management or better tools to handle even a reasonable dinner volume. The first time I came here a few weeks ago, my family and I came here for the tenders. After waiting in line for 30 minutes, yes, THIRTY minutes, they were out of tenders, and their stock was apparently frozen. After waiting this long, we ordered something else and pulled around to the window.
We sat at the window with no acknowledgment for another 10 minutes. When the girl came to the window, she was obviously frustrated and overwhelmed, which was very evident in her attitude when she came to the window. There was no "hello", no smile, no apology for the delay. When she handed my my food, she dropped it into my hands and slammed the window as soon as her hands were clear. We were frustrated, but figured it was a fluke. Surely no restaurant could possibly conduct business this way on a regular basis and remain open. We got home, and our biscuits weren't even cooked all the way through. They were gooey dough! Fluke, right?
We decided that we would give this location another try. I got into line tonight at a little after 6:00 pm. There was a line around the front parking lot, but that was to be expected considering the time. I got to the speaker to place my order 20 minutes later, and that was AFTER 3 other cars got tired of waiting and left. Can you imagine the wait time if those cars hadn't pulled away? I got to the speaker and the woman on the other end asks me to wait a moment, she'd be right with me. I think to myself, "ok, understandable, they're busy, it's dinner time".
After waiting at the speaker for at very minimum 10 minutes, I said, "hello?" fearful that perhaps she got busy and forgot that I was there. She responded with, "I'm going to need you to wait a minute. We are short staffed tonight, there are literally two of us in here working." I understand being overwhelmed, we all have those days, but there was no "I'm so sorry, we are really struggling. I promise I will be with you as soon as we can. I really appreciate your patience," like one might hope. However, I could tell she was genuinely overwhelmed and frustrated. So I sit there for another 8-10 minutes, and decide I'm done waiting and left.
Either management needs to give this store better leadership and the equipment and staff that can accommodate the volume of a restaurant right off of a major thoroughfare to and from downtown, or they need better pay and incentives for people who work there to come into work. Either way, this restaurant is HIGHLY disappointing. I can deal with waiting if the staff is friendly and acknowledges my time just as I would acknowledge theirs. I know not everything runs as smooth as we would like, but when you're waiting in line for 40 minutes... just to be able to order at a "fast food" restaurant. That's unacceptable and absolutely ridiculous. I could have gone to a sit-down restaurant and at least gotten even moderately reasonable service and a luke warm smile from a snobby hostess in 40 minutes (not that all hostesses are snobby, that's not what I'm saying, but we've all encountered that ONE who was)
Won't be returning to this restaurant, and it doesn't look like I'm the only one who's experienced this. read more
