I love their food, but we stopped ordering from them after a really bad experience with an online order a few months ago.

The order confirmation said the food would be ready to pick up in 40 minutes. I arrived at that time, and stood in their foyer and waited another 50 minutes beyond that for our order, while people who ordered 30 minutes after me got their food. This was made even worse by the fact that there is literally nowhere to live park while you pickup the food, so my car was blocking a travel lane (with the hazards on) for almost an hour while I waited for our food. It's a miracle that I didn't get ticketed or towed.

When I asked their staff why our food was taking so much longer, I was told that it was because our order was so large, and they wanted to get the smaller orders done first. They completely ignored the time that their online platform told me the food would be ready. I wouldn’t mind the longer wait if I had been told that upfront, instead of standing in their foyer for almost an hour in the middle of a pandemic.

When I said “So, your customers who spend the most, get treated the worst?”, I received a blank, confused gaze. I watched them cook our order while I was standing there waiting, 30 minutes after I showed up. Mistakes happen, but the way the handled it was very unprofessional. We ordered $80 worth of food that night. Meanwhile, people who spent $30 or less all got their food long before we did. That's poor business.

Any offer of a coupon or discount code that they give you is completely useless. It feels like a scam to attract business. You can't actually use it. Because I had ordered from them so much before, I had an email with a code for $10 off my next order. When I placed my order that night, there was no place ANYWHERE on their online checkout to enter a coupon code.

The women who appeared to be in charge that night did tell me that they would give me $30 off my next order, but she just scribbled something illegible on the bottom of my receipt. (Even if there was a way to enter the code on their website, what she wrote on the receipt was too illegible to use). Edit: I just checked their online ordering site again today (12/29/20), and there is STILL no place to enter a coupon code at the checkout. Why offer coupons if there's no way for people to redeem them?

Nope. I miss their food, but the poor service is inexcusable. I've spent literaly hundreds of dollars here since they opened, but they’ve lost my business.

Edit: I appreciate the reply from the manager, but it's a little too late to do damage control now. You had your chance to make things right while I was waiting in your entryway for almost an hour for my order. Your kitchen did not even start to cook our order until 30 minutes after I arrived. (Again, I arrived 40 minutes after placing the online order, which was the time that the order confirmation said the food would be ready.) You gave me a blank stare when I asked why our order was taking so long. A younger lady on your staff told me that our order was being made last because it was so large. You then scribbled something illegible on the bottom of my receipt, telling me that you would give me $30 off my next order. As I already said, that offer is useless, since there is no place to enter any kind of coupon code on your online order checkout.

You've already had enough of my time. No, I'm not going to call you to "straighten things out". The time to do that was while I was standing there waiting in your foyer for 50 minutes. I'm not looking for a discount on a future order. I'm not interested in standing around for an hour again, waiting for an order that was supposed to be ready when I arrived, while I pray that my car doesn't get towed. No amount of a discount is worth that.

This order was placed online on September 18th. I no longer have the receipt or order confirmation email. (I was able to find the date through bank records.) I did not have time to write a review then. Your recent promotional email reminded me of the terrible experience.