This review is specifically for ordering to-go, because normally I really love this restaurant. In fact, I always bring people from out of town because it's fun and unique and the food is great.
The problem is ordering to-go. Every time it's annoyingly slow. I get they are trying to avoid people calling in to avoid the long lines, but the wait to actually place the order is often 10 minutes.
Then after 10 minutes wait I placed my order. They said it would be 30 minutes. I paid and finish driving. I got there 8 minutes early and let them know I was here. They informed me it would be 8 more minutes. Eight minutes later it wasn't ready. I had to wait four more minutes. So 45 minutes for a burger and there wasn't even a line. It would've been faster for me to walk up and place my order.
So the one star review... Management, you are the friendliest woman I may have ever met, and when you're there your customer service skills are evident, and yet your team is consistently unfriendly, and unwilling to make substitutions, and your phone ordering process is terrible. So please, either don't offer to-go orders or do a better job with them.
I'll be happy to update my review when the process has been improved.