I placed a to-go order to an employee who sounded new over the phone, but oddly I heard no restaurant noise in the background so I couldn't tell if it was a call center or they happened to find the quiet location in the restaurant. It was fine, although they mixed up my order several times on the phone. I was told 20 minutes.
My girlfriend went to pickup the order after about 15-20 minutes and they told me they had no order whatsoever. I called back while my girlfriend was there to inquire about the order was just told, we're really busy. I could tell that there was difficulty communicating in English so I didn't press it and chalked it up to misunderstanding.
It just took our "quick pickup" dinner plan into a 45 minutes to an hour dinner plan which was a big let down. Very disappointed. I know they're busy and I can handle delays and wait times, but to just entirely not enter orders and disregard it especially when I take the time to come pick it up is frustrating.
I would just prefer to hear "I'm busy and won't be entering this order" which is totally fine, I would just like to make different arrangements for dinner.
*Updated* After 5-10 minutes they came back and said they had in fact found the order in the system and apologized for the inconvenience. We still had a delay and additional wait time, but they gave our daughter a free milkshake while they waited for inconvenience. I appreciated that effort and changed it from 1 star to 3 stars for doing their best to correct it.