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| - The food was good, and I'll chat about that in a second, but the entire setup for taking and receiving the order is a disaster and I'd like to explain that.
I counted 15 employees working however the configuration is so poorly conceived its almost like someone without restaurant experience came up with it.
When we did get to the first person (of many you deal with to place a simple order), she asked if we had sandwiches, which we did and told her what we wanted. She asked if we wanted it on wheat bread, which was confusing because it says on the menu Ancient Grains Ciabatta or Italian Ciabatta, nothing about wheat. I told her I wanted the Italian Ciabatta. Apparently, the Ancient Grains is wheat, not sure why they are pushing that or not using the same name on the menu. So, every single person dealing with this first person probably has this same level of confusion adding to delays and unnecessary questions (and probably a selection not even what is desired).
Then we wanted soup, now we must deal with another person, telling them we want soup. It became obvious that the order was not together as we were watching how they assemble things, they basically put random sandwiches on a counter behind them as they finish, no tickets or anything, and then the soup just gets placed on the counter in front of you, in the order that they are placed.
You then get to the end, and they ask you what you had. So, you must re-explain to them what you have (and hopefully you have the correct bread in your brain, because they just look at the sandwiches and try and match whatever you tell them, no idea how they determine which sandwich is yours if you customize it in anyway). They try and retrieve all the pieces for your entire order (in our case 4 sandwiches and soups).
Keep in mind, the hot sandwiches and hot soup are sitting without any heat, getting cold.
They couldn't find one of the sandwiches we ordered, so no idea if they forgot it, someone else grabbed the wrong sandwich, or what, but nobody seemed to care. The manager said he would get it made. We took our trays and found a seat (which are so cramped, you cannot move a chair without bumping into another diner). Waited, nothing. We went back up told then, they said they were making it. Another 5 minutes, went up there, manager didn't tell us he would bring it out, apologize, or anything. Kept waiting and waiting. Finally got our missing sandwich (after going up asking 4X!) Also, you get bread and a chocolate dipped strawberry, but since they forgot the sandwich they never gave us that for the last sandwich. Didn't care at that point.
We started eating regardless of the missing sandwich and sandwich and soups were cold.
I was just baffled. It is the stupidest system I have ever seen. I thought about Schottky's or Panera. You order, talking to one person, get a number, and either a number is called, or it is brought out to you. Not sure what problem Zupa's is thinking they are solving is solving, but it is a joke, easily the worst system I have ever seen in a restaurant.
Now the food, aside from it being cold, was good. But given it took almost 30 minutes from the time I walked in until I got the order (not counting the extra time for the missing order), and it was maybe 10 people in front of me, a ton of confusion, and frustration, not sure I will ever go back.
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