First time customer. Since this COVID started, we have been ordering take-out/to-go meals a couple of times a week from local/independent restaurants. We have been pleased with the service, their product, and they in turn have seemed to really appreciate our business.
That brings us to last night (5/9). After a couple of busy signals, got thru to Rick's and placed our order. No big deal, standard family size 12-piece meal includes 3 large sides and biscuits. The gal confirmed our order, chosen sides, and total $'s and asked when we wanted to pick-up. It was now 4:40pm and we said, "How about 6:00pm" and she said, "That will work great". We asked how we picked-up when we arrived and she said, "Just proceed to the drive-thru window." This gave them an hour and twenty minutes to get our standard size order in line, prepared, and ready for pick-up.
After about a 20-minute drive, we pulled into Rick's at about 5:50pm and noticed that the drive thru had several cars in it and that there were cars in the lot as well. We were excited because that probably meant that (A.) they were busy, good for them and (B.) they must put out a good product. After a little wait in the drive-thru line, we pulled up to the speaker at the remote kiosk and stated we were to pick-up our call-in order for 6:00 and our name on the order. The person acknowledged and stated to just proceed to the pick-up window. It was now about 5:57pm.
It hurts us to do this when we typically promote and patronize small local businesses, but this is our honest experience and hope it can be a wake-up call to the owners and managers to make the needed corrections and training before it is too late.
And now starts what we will sarcastically call the "Cluck-Fest". We noted it was taking a while to get pulled-up to the pick-up window; we were the third vehicle in line between the remote ordering kiosk and the drive-thru pick-up widow. While waiting, we had the windows down and could hear the 'discussions' inside the restaurant. Not good and very unprofessional/business-like. It was a total melt-down going on. The person who appeared to be in charge/authority (do not know his name or job title, so I won't assume either one) was berating the other employees loudly dropping multiple F-bombs and other profanities. Statements such as: "You don't know what the F__ you are doing"; "You do not know what orders are waiting'"; "Go out to the F___ing parking lot and close these tickets we haven't filled and give them their F___ing money back"; "If we don't know what the F___ we are doing, we shouldn't be in G__D__ business". We were not intending to eavesdrop; we were just patiently waiting in line inside our vehicle. While in line, we noted that the employees in the food prep assembly area were not wearing masks or social distancing. I can not confirm nor deny if the employees were wearing any hand coverings (ie: gloves) while assembling or taking the orders or payments. I also noted several customers walk right up to both the ordering window and the pickup/drive thru windows not wearing masks as well.
When we finally got to the pick-up window at about 6:15 (I was now wearing my required mask for being in public) the person didn't have a clue what our order was. We repeated our order, including the sides we ordered, and our name on the order and requested time of pick-up. It was clear they had no clue nor could even locate our ticket. After waiting at the drive-thru pick-up window for about 12 minutes, they finally assembled our order in a bag. I verbally confirmed our order and sides to the employee at the window, they gave an acknowledgment and handed it thru to us, we paid them plus tip not wanting any change. The employee at the window was not wearing a mask or hand coverings and we were closer than 6 feet in distance.
We then pulled away from the window, but stopped still in the lot, so that we could examine the bag and confirm our order before driving 20 minutes back home. There was what appeared to be both chicken and biscuits in at least close to the ordered quantities. However, 2 of the 3 sides they gave us were incorrect. I parked the car and proceeded to the walk-up window with the order and wearing my required mask in public. At the window I told them about the incorrect sides, after checking, the employee stated that they were out of one of the sides (first time we were informed of that issue) and wanted to know what we wanted instead. We wound up just getting the other side that was incorrect and left. Finally pulled out of the parking lot at 6:40pm and headed for home.
As for the food itself: the chicken was decent, we would rate about an 8 out of 10. A little heavily coated/breaded but the pieces were ample size and moist. We wound up with 13 pieces when ordered only 12. The biscuits were good, maybe a 7 to 8 and appeared homemade. The other sides were generic and unremarkable, on average, we gave them 3 to 4. read more