Hi-Pointe Drive-In — Restaurant in O'Fallon

Update: Their wait times have improved quite a bit, look forward to seeing continued improvements as their employees become more comfortable and model their employer’s service philosophies.

I will modify later if they pull it together and give some consideration for their newly opening but not for the lack of service or concern, which needs to be dealt with.

The food is exceptional! Five stars for flavor and offerings for sure, as well as for collaborations with other local companies. Prices are steep, really steep at $8 for a Chicago Dog, $11 for a Philly Cheese sandwich, $6.50 for a single and $8.50 for a double burger. I chuckled because the menu says Single $6.50 add another for $2, then says Double $8.50 add another for $2 🤭

We went on Sunday April 30th at 6:30 pm, line was out the door and into the parking lot as it had been all week since their opening. At 8:00 pm the line was directed inside and the door locked and garage doors to the patio seating lowered (mind you they advertise a 9:00 pm close time). We got to the register to order and I ordered the last of their Sunday specials, we had wanted 2, they only had one remaining, we ordered Chicago Dogs, one of their regular menu items, and were told they ran out earlier, ordered an oatmeal cream pie which they’d also ran out of. Saw an apology later on their Facebook page that they had closed at 8 because they had run out of most of their menu items.

When we pulled in, we were going to order curbside pickup and were unable to because they are not yet offering the Delivery, Curbside pick-up, or Drive-thru services their app says they have. Spoke with a lady who I thought might possibly be an owner. She was very friendly and nice and indicated that they were trying to improve on their service speed before opening the delivery, curbside, and drive-thru options which I suppose makes sense. It was after 9:00 pm when we finally returned home with our To-go order.

Returned May 1st for the Chicago dogs that we’d been eagerly anxious to try. Went in at 3:00 hoping to avoid the lunch crowd and beat the dinner crowd. It was a 30 minute wait in line. Then they apparently lost our ticket on the food prep line, I asked if a bag sitting on counter for quite some time was ours, was told no yet the girl did not check on our order. 25-20 minutes later a line cook who realized we had been there quite a while looks at us again and starts looking around, picks up a ticket and says to me is this you guys? When I confirmed, he hands it to that same earlier girl saying something we couldn’t hear but he definitely looked agitated. A teen comes out and confirms our order and says they’re trying to get it up as quickly as possible. When it is finally brought out, there is no apology until I ask point blank if our ticket had been misplaced because so many people coming in after us had already been served to which he says he had just came in and had no idea but sorry for your wait. It was nearly 4:30 pm when we were finally able to return home with our second to-go order. They need to get these issues dealt with fairly quickly or it will be their demise. There is no excuse for not having enough food on hand after nearly a week, to accommodate orders through the advertised closing time and the wait times (standing in line) both before and after ordering are ridiculous and we won’t be returning until we hear it’s...

On 6.2.2022, I placed an online pickup order and arrived at the time the confirmation email told me to which was 45 minutes after the order was placed. I arrived and gave the employee at the counter my name and was told to “go over there” where she pointed to an area where I saw others waiting and gave my name. I then stood there at the pickup area for a little over half an hour. When I was the last customer waiting, the employee asked for the name on the order which I provided again.

She then went to the drive thru area and returned with a bag and a card for a free sandwich and a “thank you”. I was frustrated and expected at least an apology but I had stood there almost 40 minutes and I just wanted to leave.

I take my order to the car and check the contents of the bag. I immediately notice the fries are cold. I bit into one of them and realized it had clearly been sitting for at least an hour. I opened the sandwich and could tell I It had been sitting too. It was stone cold and just tasted like leftover ground beef with no hint of any other ingredients. It went right into the garbage when I got back home with the rest of the bag with the exception of the chili. The chili was still somewhat lukewarm so that’s what I ate. The chili WAS pretty good but I don’t think it was worth 18.50.

So, my order was clearly ready when I arrived. Yet the staff allowed me to wait nearly another 40 minutes before they handed me a bag of cold food. The “free sandwich” voucher went with the rest of the bag. I have no interest in patronizing a business that clearly doesn’t care about the customers. It’s a shame too because I was so excited for this place. The food I watched being made for about 40 minutes all looked delicious too.

Alas, they chose to take the easy way out with this particular customer. A simple apology would have at least...

Do not waste your time at this location.

Have been there twice. Both times there were issues.

First time I witnessed food sitting on the counter waiting for someone to serve it for 10 plus minutes.

This last time I ordered 2 burgers to go, one got finished 15 minutes before the other one, while I sat and watched at least 10 orders go out behind mine - yes all burgers, mine was nothing special.

It's not even that. It's not that mistakes were made - and while I sat there no less than 4 other orders were returned for things like fries instead of tots or no onion rings on a burger that called for them. Attention to detail doesn't apply at this restaurant obviously.

But like I said it's not that a mistake was made... they're busy, they're new and they're likely to make mistakes. It's that when I asked - after seeing 4 other orders go out before mine was finished - the 2 young ladies working the counter basically looked at me like I was crazy and told me "it'll be ready when it's ready." And then after another 5 orders went past and I sat there for 15 minutes after my wife's burger and fries were sitting on the counter getting cold... they wrapped my burger up and handed it to me without so much as an apology and like it was or should be perfectly acceptable that half my order was done 15 minutes before the other half.

And lest you all think I'm just griping. I love Hi Pointe. I've been multiple times at pretty much every other location they have and EACH AND EVERY TIME it's been hot, fresh, perfect service and the best burger I've ever had.

At O'Fallon......