Raising Cane's Chicken Fingers — Restaurant in Oswego Township

After waiting for 10 minutes in the mobile order parking spot (I clicked 'I'm here' as soon as I pulled up), I walk into the store to see my mobile order sitting on the mobile order rack. I wait in line for 4 more minutes before getting to the register to explain the issue. I say: "I have been waiting outside 10 minutes for my mobile pickup order, and I believe that is my order" (pointing to the only order in the mobile order section).

Indeed it was my order, but the lady working the register had the audacity to claim that the order had just come out to which I replied: "No it hasn't it was sitting there the moment I walked into the store". Even if it had been prepared and placed 10 seconds before I walked in the order still would have been 10 minutes late. The manager comes over as asks what the problem is and I again state my issue of my mobile order not being brought out for 10 minutes to which he replies: 'We've had several mobile orders to bring out'. I then call him out on this with "I have been in the mobile order parking section the whole time and no other order was brought out, and I am the only car out there". I then state that I don't appreciate being lied to, to which he says "no one is lying to you" despite both him and the lady working the register doing just that.

I then ask for 2 Post Malone cups as compensation for my time waiting which is denied due to them 'needing to take inventory of them every night'. I am then offered extra food, and I just say to make it right. Apparently to them 'making it right' for having a customer wait an additional 15 minutes and lying to his face means 6 pieces of toast and a tray of french fries. I explained to the manager how there must be a communication error in their system for an order to be sitting on their shelf for 10 minutes to which he replied that he'll check on it later.

I foolishly believed that all of my order was in the bag and returned home to find out that the 4 additional Cane's sauces I ordered and paid for were left out. This is not the first time that they have left out additional sauces from my mobile order. I have frequented this establishment many times as the food is great, but the service this time was horrible and quite frankly insulting.

PSA to anyone frequenting this establishment in the future: check to make sure all of your order is there before leaving, especially if you order anything additional as this seems to lead to the most common occurrence of missing items.

Mr. Manager I hope you do work out the error in your system, but lying to the customer's face and then offering him the cheapest possible compensation for wasting his time is...

Hi--Let me just say my daughter loves Raising Cane's. She decided she wanted that for Superbowl Sunday. I figured that the restaurant would be very crowded, so I placed my order 20 hours in advance of when I needed it.

I walked into the restaurant at 4:30 pm. There were several orders on the table waiting to be picked up. Mine was not included. I asked the staff member if I needed to check in, or just wait. I was told to just wait, and my order would be right up. During this time, I watched cars easily make it through the drive-thru. People came in to the restaurant, ordered their food, and got their orders. A woman even came in, ordered a catering box, got her food, and left. All the while, I was waiting. On two different occasions, staff members came out to get my name. Both times, they said that I was in the queue. Finally, at 4:50 pm, 20 minutes after I had placed my order for, I received my food. I did not get an apology. I asked why it took so long. I was told that they received a lot of online orders at the same time as mine. This is actually impossible. I ordered 24 hours in advance. There is absolutely NO POSSIBLE WAY that I should have had to wait this long for my order. Especially in light of the fact that cars were easily getting through the drive-thru, and orders placed in the restaurant were filled before mine was. Honestly, the way it appeared to me was because I had a smaller order, the staff could have cared less about me. I could not have felt any less like a valued customer. To add insult to injury, despite driving straight home (about 8 minutes), my daughter's food was ice cold.

While I was endlessly waiting for my food, another, and even more alarming situation occurred. Bags of food sit unattended for customers to pick up their orders. A woman came in, looked at a bag, and took it to her car. She was in the parking lot for about 10 minutes. She came back in the restaurant at this time and told the staff member that after looking in all the boxes, she realized this was not her order. After the staff member verified that it had a different person's name on it, she told the lady that her food would be ready shortly. The staff member then took the bag (that the lady had taken to the parking lot and looked through for 10 minutes!) and placed it on the table for the rightful owner to pick up. I can't even imagine having my food riffled through by another patron, especially in the time of COVID.

It really is a shame that this happened. The food is so good. I just can't go back based on...

Would come regularly for the stellar service. Last four times were a bit concerning.

Visit 1 involved a smaller than average portion of fries and Cane's sauce that had about 1/16 of an inch deep worth of sauce. Okay, maybe it wasn't the ideal day. No big deal, right? Visit 2 involved a very concerning wait time. I'd understand if the boards, work surfaces, dishes, tubs, etc. were being cleaned but the kitchen looked like it was running fine. Not exactly sure why it took longer than 10 minutes but okay, once again, no big deal. Visit 3 involved the chicken and the fries tasting pretty burnt. The chicken and fries were cooked properly and still tender, but perhaps the oil was a bit too old. Was also given my food to-go instead of dine-in. Surely the fourth time is when all the stars align? Right?

This most recent visit was a bit questionable. Ordered to dine-in, was given my food to go once again, amid a pretty long wait with just one update very shortly after I placed my order. Looks like they were cleaning one of the fryers. That wouldn't have been a concern had the people in charge of boards taken care of the dine-in order in between those drive-thru orders. The BOBs, even when made in the moment, don't take THAT long to prepare. Ask me how I know. 8 minutes later, I'm handed my food in to-go packaging.

To be clear, I don't mind waiting. I also don't mind the occasional mis-step. After all, we're all human. It's just a bit concerning because the last four visits have all been very inconsistent. Either I just have the absolute worst timing known to man, or something's gotta change to maintain the quality and consistency that have brought me back time...