My family comes here all the time. Their PICK UP INSTRUCTION is self explanatory, and I appreciate how it helps me get my orders quickly and efficiently. My husband and I with our children waited patiently @4:45pm for our food to be ready due to the self explanatory pick up instructions. Says food will be ready @4:50 (I understand it doesn't mean it will be, it's an approximate time) that's why my husband and I are always patient.
No pick up text yet, but by 4:55pm, we decided to go up to the counter and inquired about the status of our order. To our disappointment, it had been sitting there for some time already. The worker looked at it and sees that surely enough it was our order. He handed it over to us, but unfortunately, the food was no longer fresh and not even warm enough.
We got the food AND THEN they sent us a 'pick up' text at 4:57 pm.
After observing that my food was no longer warm, I inquiringly asked the staff about its duration on the counter. However, they all evaded my query by exchanging glances without uttering a SINGLE word, I kid you not. I persisted in seeking an answer, only to be met with sustained silence multiple of time, which was actually very frustrating. Eventually, one staff member responded with, "we'll make you a new one. It'll take about 10min."
After receiving the resolution, we decided to say it's fine. HOWEVER this was the turning point for me. When the new batch was done, before handing it to us, one of the employees boldly decided to shift the responsibility onto us by stating, 'This is an excessive amount of calamari. Can you kindly inform us of your presence upon arrival for future orders?' (It's like, DUH WE KNOW THAT! It's OUR order and OUR MONEY as well. Imagine HOW WE FEEL) P.S. we ALWAYS order 4 bags of calamari.
I strongly feel that it's not fair to assume that I should have just followed her instructions blindly, especially when they HAVE a self-explanatory pickup text. We picked up our order BEFORE they even sent me the pickup text and unfortunately, the food was already cold. Imagine if I had actually waited for the pickup text to come through? At what point would it have been sent if my order was already sitting there?
To end this, I prevented her from turning it around on us; I told her to apologize and take responsibility, explaining and showing her the text order communication.
The apology wasn't sincere one bit, it only came after I made the confrontation, to top it off she still proceeded to have the last words by ending it with the exact same prior statement. I'm never one to have confrontation or even have the courage to have a voice, I suppose there is a first for everything. Anyway, after she got her last words in, we simply took our order and walked out, there was no point to continue the conversation if we were simply at fault as to why they had to make a whole new batch.
TII CUP GET IT RIGHT.
Do we pick up AFTER RECEIVING a Ready to pick up text? Or is it OUR RESPONSIBILITY to come and DEMAND FOR OUR FOOD BEFORE THE TEXT IS SENT OUT?