I am writing to share feedback regarding my recent experiences with your to-go service, which unfortunately have been disappointing on more than one occasion.
On the evening of May 3, 2026, I placed a to-go order and was given a pickup time of 8:15 p.m. I arrived at approximately 8:20 p.m. Upon entering, I waited several minutes before anyone acknowledged me. There was a young lady at the register assisting customers and three other staff members standing together near the front desk. Despite my presence, I was not greeted or assisted for over 10 minutes.
This is the second time I have encountered a similar issue when picking up a to-go order. After waiting without acknowledgment, I had to raise my voice slightly to get the attention of the staff member at the register. She then assisted me by taking my order information, processing payment, and retrieving my food. However, at no point during the interaction was there any apology or acknowledgment of the extended wait.
My previous experience a couple of months ago followed a similar pattern. I arrived about 10 minutes after the scheduled pickup time and found another customer who had already been waiting for at least 10 minutes without receiving his order or completing payment. After waiting an additional five minutes myself, I went into the restaurant to locate a manager. I observed a gentleman near the kitchen area with three staff members, and they appeared to be engaged in casual conversation for a several minutes. As I approached, he eventually came to the front and assisted me promptly.
I want to emphasize that my dine-in experiences at your restaurant have been positive. However, the to-go service has consistently fallen short of expectations. I hope this feedback helps bring attention to these concerns so improvements can be made in customer acknowledgment and service efficiency for takeout orders. I have video of my recent encounter.
Thank you for your time and consideration.
Sincerely,
Noami Cavett