CoCo's Grill 可可小馆

We placed an order on Christmas day and received a confirmation text at 7:04pm. We recognized it is a crazy day for them and had zero problem waiting an hour and a half before driving over to collect our order (even tho we were told it would be 50 minutes). My boyfriend having previous experience with this establishment on Christmas, we were ok with this. I ran a sushi establishment in Charleston, SC so I was also empathetic. However, despite our generosity with time (after waiting in line, we're sitting at an hour and forty-five minute wait time), our food wasn't even started! He said he never got the order, and then we presented the order number that we received with the confirmation text. He then scrambled and had to call our order to the kitchen. He proceeded to make us pay for the order and we end up waiting 2 hours and 20 minutes. We did not receive any compensation, gift card, or any form of genuine "I'm sorry" for our wait. We received a measly verbal apology and thank you. Having worked in the industry for 15 years, I was genuinely shocked when he purposely ignored my statement of our wait time (he looked at me then darted his eyes). Not that I expect anything for free, but I was very surprised I wasn't even offered. After so long in the industry and previously managing an establishment, I know how customers feel when they are treated as just another number and more money in the bank. I was very disappointed in how our situation was handled. I understand mistakes happen and it's a busy day, but I feel like he could have done more. For what it's worth, the food is really good.