In-N-Out Burger — Restaurant in Fullerton

Since when does in-n-out not take phone orders ahead of time?!?! And when did their customer service team start LYING to customers?!?!

Who doesn't love the burger itself? How can you not, it's why anybody goes there...and also the customer service...until today. When a company decides to feed their staff and chooses in-n-out, they're looking for the best tasting burgers with the best customer experience, it's what "a burger's all about" right?

So i call a number today from the link for the store and apparently get a customer service rep who says the only way to place an order ahead is to go to the store. What if this wasn't planned a day ahead of time and a company needs to feed 20+ people as a kind gesture for hard work last minute? How long does it take to cook 20+ burgers?

The answer..."maybe an hour..." I don't know too many companies that are in the business of paying their employees a good wage to sit at a store FOR AN HOUR, waiting for food to be cooked!!! I doubt in-n-out executives would do that! At any rate, the alternative offered was to send my staff to the store, order the food, come back in an hour and pick it up...am i the only one who sees the ignorance that?!?! Driving back and forth? The amount of time, energy, salary, gas, etc. wasted doing that alone wouldn't compensate for the time of just SITTING THERE for an hour.

I then asked when they stopped taking orders over the phone..."for over 20 years" was the answer...REALLY!?!?! BECAUSE I WAS AN ASSOCIATE LESS THAN 20 YEARS AGO and we took phone orders of this size all the time!!! Nice lie on that one...and when i asked for the store's direct number to speak with the manager, they "don't have a phone number for the stores..." Interesting, because we had to CALL THE STORE IF COMING LATE OR BEING SICK when i was an associate, and i doubt that's changed in the last "20 years"...but when challenged on that, no...um...there's no PUBLIC number to call, just a PRIVATE number. My how stories change...

Sad...a company that used to be the epitome of service in the fast food industry, at least in my eyes...has drastically fallen from the stars. I guess I'm just shocked, but I also guess i shouldn't be. Today's society of acceptable customer service has dwindled, I for some reason thought in-n-out was above that.

Just for craps and giggles, i called Jack-in-the-Box down the street to see what was involved in taking an order for 20+ double burgers...wow...they were willing, able, and capable of doing a large order over the phone, "ahead of time" last minute, but told me honestly it would take them about 20 minutes to get it ready...

This is in no way a reflection of this particular store's service as they clearly aren't the ones answering the phones, however, something within the company changed, and I don't think it's...

Every In-N-Out I ever go to is busy, but they're busy for a reason, although the food always takes a while to be prepared, people are willing to wait because they're so freaking good, in other words, it's worth the wait. Go to the competition and people are always irritated because their food is taking a long time, add to that the fact that they made a mistake on your order, and now you have to wait even longer. Nope, that doesn't happen at In-N-Out, their employees are well trained, they always greet you with a smile, and you're always happy that you've got your food, even if it takes a while. You get excited to see those burgers and fries ready to be devoured, you feel excited like a kid on Xmas Day opening presents. The menu is simple, no confusing dessert section, $1.00 menu section, chicken section, and so on. If you're coming here, you know beforehand what the menu is: burgers, fries, fountain drinks, shakes, and coffee; can you remember that? You're not going to stand there trying to figure out a six foot long menu screen that changes every five seconds, and have some random employee ask you to take your own freaking order at some digital kiosk. (man how I despise those kiosks) You will always get a real person smiling, taking your order, and verifying your order, and please, ALWAYS PAY ATTENTION when they read the order back to you, because more often than not, if there's a mistake, it's because YOU DIDN'T PAY ATTENTION IN THE FIRST PLACE. Sorry, but that goes for every establishment you visit. Enjoy your next visit to In-N-Out, I...

I save In-N-Out for special occasions, or whenever I feel the "urge" (B and r covered on bumper stickers). I usually get a single with grilled onions, fries and a soda for around $7. A burger alone comes to about $2.80, and fries are $2.50, approximately. The soda has the just right mix of syrup and carbonation. The opposite would be at the soda fountain at a lousy gas station store. So my Coke is worth the price, but I miss the all you can drink option, but that's life right now. Two days ago I got a Double Double. I was hungry. It was perfect. I feel I missed something all these years. Because I exercise, I don't feel guilty. And, again, not all the time. I don't want to get too high a tolerance. It loses its specialness then. I could go for a Fatburger or Five Guys, but they're not nearby. So, whether or not you like Donny, Walter and The Dude, and/or the Coen Bros is immaterial.. but they did. I hear the shakes are awesome. In-N-Out has never done that, and that's religion used positively. And subtly (look at the bottom of your soda cup). In conclusion, this chain rules, and it's only in Cali and probably Vegas, and that's pretty much it, which is cool. No world domination. But they do well. They tend to be next to large malls. With big parking lots. Otherwise customers in drive thru would create right lane street traffic. So go to In-N-Out, or go to Taco Bell. Regardless, next time you're at In'n out, , tell the cashier, "I'm doing great." Cause...