Portillo's Davenport

Terrible customer service. Called in my order and was told it would be ready in 20 minutes. Went to the drive through and told the gentlemen that it was a call in order and paid. Waited in line and finally got to the window and the lady didn't say anything to us nor did the lady inside at the window. The lady on the outside started handing several orders to customers behind us still no one saying anything. So I said something to them and they acted like they knew nothing about my order. Suddenly a few people are trying to figure out where my order was. So finally the lady on the outside said that the gentlemen that took my payment didn't let them know I was in line. She did apologize coldly. Finally I got my order and the manager and the inside lady didn't apologize for nothing!!! So what I want to know why call in??? They didn't have it ready anyways even though I was told it would be ready in 20 minutes. Also I asked that all the shakes have whipped topping and not one did. You need to work on your customer service and work on a different situation for call in orders. Also when you are responsible for messing up a order don't act like it's my fault and a sincere apology would be nice!!! This was my first time to portillo's....not impressed!!!