PepperJax Grill — Restaurant in Kansas City

I ordered a steak bowl and chips and dip online at around 545pm or so. I put in a time for 630pm for it to be ready for pickup. I already paid for it. I arrived at the place around 625. There was a line as soon as I went in. I stood in line. There was one person behind me and about 4 groups of people ahead of me. I was in like for a good maybe 6 minutes. The person behind me ended up leaving. I get to the counter and tell them I have an online order, and gave them the order number. The guy said he had the order receipt right there, that he will go ahead and make it for me, and that I could go ahead and have a seat. I sit down thinking its going to just be a couple minutes. Even though I ordered online already and it should have been ready... It starts to pick up again. There is another line. And I sit there and literally watch people go through the line, get their food, pay and leave, and watch people come in, order, get their food made, pay, and leave. It wasn't until it was empty before I went up to the counter and just stand there, no one said anything, nothing. I think I was standing there for maybe 3 to 5 minutes. Before the woman said my name and had my food ready. I don't understand why my bowl couldn't have been made in between all of those other customers who didn't order beforehand but still managed to come in, get their food, pay and leave while I was still sitting there, waiting. I didn't leave til after 7pm. I don't know what that was about, but that's not okay...

We have been going to this location since it opened. We really enjoyed the freshness of the product and the service was usually pretty good. However the last 2 times that we have gone there, we left with nothing. The first time we ordered, they started cooking the food, then I am guessing something was incomplete with the order on front of us, so the proceeded to cook another 2 or 3 items ahead of ours. No biggie. My husband and I both work in the food industry. But as he was cooking the other food he was also attending my order, my husband's order just sat there, burning up on one side. Then someone ordered behind us and the person proceeded with that order, while my husband's order continued to burn. Needless to say, we left. The second occasion was just the evening. There were 3 people working the line. A man walked in just before us. He ordered 2 items. The person cooking had longer hair and no cap or hair net. I was willing to let it slide. (yeah, I know) I really wanted a bowl. We stood in line waiting for anyone to acknowledge us. The 2 on the grill just stood there, constantly stirring the food and jabbering. After about 7 minutes, my husband and I left. And no one said a word while we walked out. I doubt we...

I want to start off by saying this place is so good. I come here fairly frequently. Today, my roommate and I came in and ordered as per usual. A gentleman behind us mentioned that he was allergic to something and asked if they could clean a place off of the grill to make his Philly. Without even flinching, the one gentleman grabbed all of the utensils that weren’t currently being used by the other gentleman finishing up our sandwiches. He took them to the back and grabbed all new supplies, and then proceeded to get new and fresh water to clean it with. As the other gentleman put our sandwiches in their respective trays, he quickly turned his attention to scraping off the surface of the grill to rid it of the stray pieces of food, as well as the buildup of grease etc, they washed the grill, and asked the gentleman to step up to order. All of this took a series of a couple minutes, but it wasn’t that they could do it quickly. It was the fact that they did it at all, and did it without even thinking about it. Things like this remind me that there is still hope for our future. These guys seriously just made my night, and I will for sure be continuing to frequent this...