Perhaps you need to better train your employees on your internal processes and customer service.

If a customer orders for pick-up, but upon arrival decides it might be better to dine-in, and clearly requests if this is okay with your staff…to which your waiting staff confirms “sure that’s no problem, sit wherever and I will get your meal”, then that right there is an oversight on your staff and NOT the customer.

That initial instance would’ve been the right opportunity to point out any service issues, not mid-meal, stating that “Next time if you order for pick-up you must eat outside of the restaurant.” Um excuse me? Perhaps, a better tone and politer approach was needed. And for clarity, the service staff was not even called over, nothing was requested, but your staff felt the need to interject and ruin someone's meal instead of internally addressing their own mistakes. Additionally, it is downright appalling to not include paper napkins in a take-out order, and then feel burdened if someone later requests that. This is a basic item that even a drive-thru place has, a $15 meal and not a single napkin in the take-out is ridiculous.

Please train your staff. This incidence was poorly handled and could’ve been dealt with much better. You don’t need to be paid for politeness. Quite a cheap attitude. For sure this experience was shared with co-workers, who were equally appalled, and sadly lost this particular location as a brunch spot.