I give the place 5 stars for the food, but 1 star for the service. Here's the story:

I had a large order for lunch, 20 people all ordering different things, drinks, chips, sides, etc... I got the list together and called it in around 10:30am for an 11:30am pickup. When I called, the line is picked up and INSTANTLY put on hold - no "hello", no "Pantano's", NOTHING. I had to sit there for a few minutes before someone actually picked up and helped me.

Now I had the whole order written out neatly on one sheet of paper. I asked if I could just take a picture of it and text it to them and the only option available was to fax it to them. Who uses fax machines any more? Why couldn't I text it, or at the least email it in? Having these 21st century options available would be something that I would expect, apparently they don't exist at this spot. I went through the order with the employee and off we go.

About 5 minutes later I get a phone call from their number. I was tied up with something at the moment so I couldn't pick up. After I get freed up, I tried calling to see what was up. They pick up and immediately put me on hold. So I wait. And wait. And wait. You know that feeling when you're on hold and it just feels like FOREVER as each minute passes by? Well after five solid minutes of listening to their stupid on hold recording, I hung up and called back. Again - sent directly to hold. I hung up and called back again. Again - sent directly to hold. I hung up AGAIN and called back AGAIN, and this time they ACTUALLY said something to me... "Please hold" and they put me immediately on hold. REALLY?!! So I just gave up and hung up.

11:15 comes around and I send a couple of people over to pick the food up. I should've sent them earlier because there was no organization to the pickup process. They counted the amount of items that were provided and it didn't total 20 so they immediately questioned if everything was there. The counter person working insisted that it was complete but after going over it closely and comparing with the master list a number of things were not there. Pre-made salads needed to be pulled from a customer-accessible cooler as well as some wraps. Some sandwiches were flat out not even made. After about 25 minutes of waiting, the order was finally completed. My group of people now had a shortened lunch break because of all of the delays.

Aside from the service, the food is delicious. But man, was it a terrible customer service experience.