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  • First time trying it out and it did not go well. I placed my "pickup" order at 5:15pm and was told it would be ready in "20 minutes." Knowing that "20 minutes" is just a best estimate, I showed up at the restaurant 25 mins later. I paid and was told it would be "right out." At 5:40, another server came to where I was waiting to ask for the name on the order. I told her, she glanced back where the ready orders were being stacked, and told me, "oh, just about ready!" At this point I was annoyed, but I didn't say anything. It WAS kinda busy. I understand that kitchens get backed up from time-to-time. Finally at 6:05pm, I asked one of the servers if my order was close. It was at that point that we all realized that my order had been given to the wrong customer quite some time ago. This is not why I'm giving a 1-Star review. I totally understand that mistakes happen. I am in customer service, so I do my best to be as understanding as I can in these situations. Here is why I'm giving such a low review: The poor server tried for 5 minutes to get a manager to come talk to me (at my request). I wasn't loud, crude, or disrespectful, but I wanted my money back. After a few minutes, the manager that she had FIRST told about our situation came out to ask what was going on. He acted as if this was the first he had heard of any issue. He WAS told several times by 2 different servers. He didn't care. He was too busy cutting/boxing orders to care about customer issues. I don't blame the servers. Mistakes happen. I'm not upset that my order took as long as it did. I'm disappointed that the manager on duty placed customer service so low on his priority list that it took over 30 minutes for him to come out of the kitchen to address the issue. As he was issuing my refund he said, "I'm really sorry... I sure hope this doesn't happen next time." There will not be a next time. (written while waiting for my order across the street at Barro's)
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