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| - Understaffed =No service :(
I had a hankering for some rib tips this past week and was very happy when a "Q for 2" advertisement appeared in my email on Thursday. I had to call in 2x because I was on hold the first time for a really long time and I was at work taking a break and couldn't really wait that long. I waited a few minutes and called back. The girl who answered the phone didn't like that I had called back but I told her I was on break at work and couldn't hold that long. She put me on hold again and then came back to the line in a few minutes. I called in my order about 4:30 pm for pickup at 6:30. I had not seen in the advertisement that this was a different "Q for 2" type of special... When I ordered my usual and my husband's order the girl got a lil testy and stated that the special was for 2 types of meat, not 2 different plates, like I had ordered before. No worries, I rolled with it and even ordered an extra side of rib tips to enjoy the next day. The girl on the phone got kinda short with me but I figured she was busy and advised her I would be there at 6:15 or 6:30. When I came in to get my food at 6:15 that day, there were 2 people ahead of me and I noticed that right after I got there there were about 4-6 people behind me. The girl behind being the counter was "Fabulous Jennifer" and she knew exactly what I had ordered and rang up my order. I told her sorry about the mix up on the phone, I was expecting the usual "Q for 2" special... Etc... she picked up the phone and started talking to another customer, ignoring me. I walked over to the side wall and stood waiting... and I waited. And waited. And waited. And waited. Pretty soon it was obvious that the people ahead of me AND behind me were getting their food before me. I had stood waiting for 35 minutes when I saw a young man named "Fabulous Thomas" and asked if he could check on my food. "Fabulous Jennifer" had slinked off to the kitchen some minutes before, leaving a whole line of people waiting. She eventually came back with bags and bags of food ... But not my food. (I never saw "Fabulous Thomas" again) I thought for sure my ordeal might be over soon because surely my food would be one of those bags, but no... She gave away bag after bag of food, hardly looking over at me where I still stood in the corner. The lobby was all cleared, not a customer in sight ...They had all walked in, ordered their food, waited 5-10 minutes, reviewed their order with her, and then left... With their food. (When I say reviewed their order I mean that she opened the cartons and showed them that what they had ordered was in the carton.) I asked her "what about me" she looked at me, sighed and said "I'll go check." Some 10 minutes later she comes back and says, "yours will be ready in a lil bit" and answered the phone. By this time I'm thinking of getting a refund and going somewhere else. So she gets off the phone and I say.."so, what's the problem? What happened to my order?" And she's like "oh, there was just a mix up in the kitchen.. Yours will be out soon..." And I said " How long is soon?" And she wrinkles her face and says "about 5 minutes" And so I very calmly and politely asked if I could please speak with the manager. "Fabulous Jennifer" said "Certainly" and went back to a room of the side of the kitchen. After another 5-7 minutes, she comes out with a bag of food, drops it on the counter and picks up the phone, totally ignoring the fact that she's supposed to show me my order, like she did with everyone else... So, I say to her, "oh. So you're NOT going to show me my food? Ok then" and I opened the bag and started looking at my food myself. Her jaw dropped and she quickly put the person on the phone on hold and tried to show me the rest of the food, because she knew her manager was coming out.
The manager came out with a big smile and warm greeting, not unlike the nurses in a children's hospital.."how are YOU today?" I said "not great." The manager said "I heard that you're not great- I apologize, we've been very short staffed in the kitchen, and look at me! I'm wearing a red apron too, so that means I've been working the front line, cooking along with the staff" I nodded and said that I just wanted to tell her that I had ordered my food at 4:30, and got there at 6:15, and EVERY SINGLE person before AND after me has been served. I said I just had one question, "Is there any point to my ordering 2 hours before pickup if I have to wait THIS long for food, or should I just drop by in person and wait?" The manager said "oh no, it's usually always better to call in ahead of time, it's just today is really busy, we have a special going on, you know, and we are short staffed.." I said "uh huh, ok thanks" and turned to leave. As I'm heading out the door, the manager yells to me, " have a FABULOUS day!" I'm like yah, I'm for sure gonna YELP this visit!....Not sure if we'll be back...Tucky's on Boulder might be my new favorite...
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