Update 7/25/16....I am pleased that the manager, James, has taken responsibility for what happened. I will go back and give them another chance. As I said, the food was delicious and I love their cheesecake. He admitted that there was a failure on many levels and is taking steps to address them all. Taking responsibility and taking action is all I can ask. Raising to 3 stars for all the reasons I listed.
UPDATE: 7/18/16..I MISSED A CALL FROM THE MANAGER, JAMES, AND WHEN I CALLED BACK AT 5:59 PM I WAS PUT ON HOLD FOR 10 MINUTES BEFORE THE 3RD PERSON TO HANDLE MY CALL TOLD ME HE LEFT 15 MIN AGO. ARE YOU KIDDING ME?!? HOW DID THE 1ST PERSON PUT ME ON HOLD FOR 6 MINUTES IF HE WAS ALREADY GONE? I CAN'T EVEN STAND BY 2 STARS. THEY GET 1 STAR FOR THE FOOD BUT EVERYTHING ELSE ABOUT THIS RESTAURANT IS HORRIBLE!
I ordered a to-go order on the phone and was told it would be ready in 15 minutes. I got there about 17 minutes after my call. I stood for a good 5-10 minutes just waiting for help. When someone finally appeared she pulled up my order and gave me the total and then got told by someone else behind the counter that the person standing next to me was waiting first. That person was standing there when I got there and was only waiting on a cheesecake to go. Not a complicated order (didn't require the kitchen) and she had to have been waiting at least 15-20 minutes. My order took about 30 minutes. I ordered a burrito with extra sour cream and guacamole so when they showed me a container with visible sour cream I figured that was the extra. When I got home, however, it turns out the there was NO sour cream or guacamole on or around the burrito. The "extra" I ordered was less than what would have come with the burrito let alone constitute anything near the "extra" I paid for. There was no guacamole at all with or for the burrito. The food is good (why I gave 2 stars) but the service was absolutely horrible!