a........1

This used to be my favorite place until recently due to their declining customer service. I placed an order online, which for one, took me hours to even get to opportunity to do so as you never know when online ordering will be turned on. It’ll be on for 5 minutes then off for hours, then when you call they don’t answer and the voicemail says to place an order online. How are we supposed to utilize this option if we only have 5 min windows to do so? I get maybe this is to control traffic coming in at once but there has to be a better way. I finally placed my order and went to go “pick it up”. When I arrived, there was no one waiting outside, I rang the bell, and was told to wait a couple minutes because they were at max capacity. Okay understandable right? 10 minutes goes by and 5 or more customers have walked out at this point. Still, no one told me if I could come in or not. Meanwhile the line is piling up behind me and people were already complaining. After about 20 minutes and they still didn’t notify us, so I rang the bell again and they basically said it would be a minute and then mumbled something else. so all of us continued to wait in the 105 degree heat. Employees were walking in and out and not even making eye contact with people in line. I would’ve at least expected a “sorry” or “thank you for waiting“, but nothing. Finally, we were let inside (not exaggerating, maybe 40-50 min later?) and there was NO ONE inside!!!! Literally not one customer. They explained that they had to do a procedural cleaning and I understand that it’s a thing due to COVID, but making us wait outside with no consideration for their patients well being? I kept my cool, but others were very upset. To be honest this incident has caused me to avoid going there. What’s the point in placing a pickup order if you have to wait in the same line as the rest? They definitely need better organization and a new system for pickup versus walk-ins. They have such good product :(