7/8/2020 ordered on the app at 9:15. Said my pickup time would be 9:31 and to proceed to the drive thru for my order (this location is drive thru only currently according to multiple signs around the parking lot and doors). I started heading there anticipating that I would have to wait for a while in the drive thru. I usually go to the one in mauldin, but this one was closer to me this time so I picked this one instead. Since I’m unfamiliar with the EXACT spot, I was looking for the sign along Fairview. Missed the turn because the sign and entire parking lot was dark. Turned around in the next parking lot and turned in. There were multiple cars parked out front, and lights on inside, but all outside lights were off (this was some time right at about 9:25?) I started to pull up to the drive thru speaker to tell them I was there to pick up a mobile order, but there were 0 cars in line, the menu was completely dark and the speaker was off it seemed. So I started to drive around to see if they were handing out orders to the people waiting out front. After coming around the side, I could see one suv at the window taking drinks from the employee and figured I had to pull up to the window. After a short wait the SUV pulled forward and waited by the curb ahead. I pulled up to the window right at 9:30 when the suv moved and inside I could see multiple people moving around. 2 girls kept coming to stand by the window, one was sweeping and the other one seemed to just be following her around. After they came up and walked off about 3 times, no one was in sight for a few minutes. After waiting 10 minutes at the window, I found the stores number in the email and called the store right at 9:43. A girl answered on first ring. E will be employee, M will be Me.
E: (store name location) how may I help you?
M: yes I had placed a mobile order and I was wondering how I can pick that up.
E: oh I’m sorry m’am you can order online or come to our drive thru, we are no longer taking orders over the phone.
M: yes, I’ve already placed a mobile order on the app and I’ve been at the drive thru window about 10 minutes now but they keep looking at me and walking away.
E: ok let me check on that for you what did you order?
M: mobile order under (name) was ordered at about 9:15.
E: ok one moment.
(Phone gets put in pocket, about 2-3 min of muffled rustling and muffled voices. During this time a young man with an orange mask asks if anyone has helped me at the window. I tell him “I had a mobile pickup for (name), I’m actually on the phone with someone inside now and she said she’s checking on it?” He says ok one second and shuts the window.
E: (another minute of rustling, she comes back)
“Oh yeah that’s ready. You can come to the drive thru.”
M: yes, I’ve been at the drive thru window for over 10 minutes now waiting to pick it up. No one is coming to the window.
E: oh I’ll let them know. Thank you.
I hang up.
Finally the young man comes to the window again. Asks me what drinks I had. He gives me one drink and asks again what the other drink was. He gives me the other drink, then “did they give you your food yet???” “Nope.” He hands me the bag and tells me to have a good night. (I have been saved by the orange masked highschool hero!)
As soon as I start to turn out the parking lot I reach in the bag to feel the food. The fried pickles are cold and the rest is barely warm and I haven’t even left the parking lot yet. So we are now eating microwaved fries and fingers for dinner because I did not have the strength or the mental capacity to try and get someone to talk to me again and I would rather eat cold/reheated food than go back since I didn’t leave the parking lot until 10pm.
I work in food service and I have for years. I have patience and understand due to covid that things are much different. But you can tell when people are doing their best and busy, and when they just don’t care. That highschool guy in the orange mask seemed to be the only one semi interested in getting things...
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