This is hard to write because it’s clear the staff was extremely overwhelmed and working hard. The service, systems, crowd handling and food were unacceptable to the point where something needs to change — likely from the internal / managerial end as the workers were 👏working👏. This was midday Saturday close to 2pm. The drive through lane is small and was full up to the street. We opted to go inside (mistake, stay in drive thru lane, they seem to prioritize it). Inside were approximately 70 people waiting. Lines were unclear. We ordered through the self-serve machine. Our number popped up on the screen as in progress — there was a section for “about to be served” but it was always blank. Our number then disappeared about 15 minutes later. For the next 20+ minutes (our order took 35), it was unclear if it was coming or not. Lots of burgers were in a row for nearly 15-20 minutes at a time, made but not being served. People who ordered after us were being served first. It seemed random. The food eventually came after a few gentle “where is 1065” reminders from us. It was all cold, including the coffee. Something is not working — this team (which was heavily staffed) is not trained to handle groups anywhere near this large, and that is the fault of internal management for not training them efficiently and/or failing to predict this would happen around the time a bunch of coupons came in the mail. The problem was not production — burgers were made and piling up. It was which burgers went into what bags, drinks being made too early, and stalling / forgetting about things if French fries were missing. A better chain of command needs to run this ship, because it literally sunk and we all drowned ☠️
