I have eaten here numerous times, would go frequently when they were take out only due to Covid and have had great experiences. We ordered 2 lamb burgers to go, they gave us no time estimate so with it being a busy Friday we guess...20-30 mins. We drove to get the food, brought it home and the fries were half cooked and cold, the burger ice cold. I called the store and was told it had been sitting there for an hour so that's why its cold and he passed the phone to the manager.
The manager couldn't find my order, had no idea what I ordered and when, she said its not their responsibility its ours to make sure we were there to get it when it was done, "we have Door Dash to deal with and other orders" .. I said you didn't tell us a time and she said well it was 15 mins.. She then passed me off to the chef who told me put it in the oven at 300 and then hung up. I called back as I was under the impression we were mid conversation, the female manager asked me what I wanted, I honestly just wanted fresh hot fries.. she told me again its my fault and I explained they weren't even cooked. She said to someone "pass me the keys so I can get into the office and deal with this" then hung up.
I called back as I was under the impression that she had accidentally hung up. A man picks up and I can hear her clearly trash talking me, she is loudly telling someone that she doesn't want to talk to me and I was 'b*tching' about spending $27 on food that was cold and she wasn't dealing with me and someone else can talk to me. So chef came back to tell me how to cook fries .. thanks Jack.
So, long story long, I really had had fantastic service here until today, the food had always been great and I had only found out about it due to my works Christmas party being there last year. I don't know what was going on in the back, but treating your customers like this is completely unacceptable and unprofessional.More