When we arrived, the restaurant was completely empty. Even so, we waited at the counter 10 minutes before any staff offered to take our order. A lobster roll and an order of sliders. After we chose a table, steady stream of customers came in, about 6 parties in all. We awaited our order, while everyone who ordered AFTER us was served. Everyone on staff walked past our table. After 30 minutes we approached the counter again to ask what the delay was. The counter staff briefly apologized and blamed the kitchen staff. We waited some more. They finally brought our order, most of it, after all the other customers had finished and left. We’d waited 45 minutes. At a counter service restaurant. For sandwiches. My sandwich had clearly been sitting somewhere for several minutes—it had a soggy, glazed-over appearance. My husband’s was clearly freshly made, and It WAS delicious. A manager asked about our food, and when we explained the issues, she apologized then blamed the counter staff and made excuses. Although the one lobster roll was great, the experience was unpleasant and unprofessional. No real effort was made to correct it—she did offer to make our order again so we could take it home, but we were staying in town overnight. And already tired of waiting! No offer to discount or refund, not even an offer of a drink or dessert. It was terribly awkward. It seems more thorough training for service staff and management would go a long way. Greet your customer promptly, verify orders, check on the folks STILL sitting there without food after you’ve served everyone else in the place. And if you screw up, own it and go beyond a weak apology to make it better.