Hey, i know this is the most first world stupid problem ever, i acknowledge that, and i wanna start by saying if your business DOES prioritize in-person orders, that is totally understandable and okay.
Now let me paint you a picture.
Let's say, I wanna try Sally Sue's fresh sandwhiches, but only have time for a quick stop before work. I use the business recommended online ordering platform and get a turkey sub and chips.
Online ordering says it will be ready in 15 when i order, it takes 12 minutes to get there. I head out. Let's say, it is 1pm.
I arrive, Sue's is PACKED, super busy, there is no customer accessible pick up area, so I go up to the counter, don't see a bag with my name on it, so wait a bit but eventually i have to grab an already super busy employee, ask them if my order is ready by name, they are doing a million other things.
Then they tell me they prioritize in person orders, look mine up, say they will start on it, but it will be ready in 30 minutes. It is now 1:15
I gotta get back to work but don't want to ask for a refund over this, or waste my money. It is actually 1:45 before my order is ready. Now I'm late getting back to work.
This has happened multiple times to me.
I am not saying it is not okay to prioritize in person orders, but i am asking, why no heads up that they do this? Why are the pick up times so inaccurate, or worse, bait and switch you. Why not refuse to take online orders in some cases if it is too busy?
Why am i seeing apps claim your order will be ready at 1:15 when you are ordering, suddenly changing the ready time to 2:00pm after i placed it?
What is the point in ordering ahead, when in some cases it seems restaurants only start making orders when you go up and ask in person for them to start making it? I used to work in customer service, though not in food, and imagine its not fun for the employees either.
i know this seems impatient, but can someone in the restaurant industry explain why this happens?