I placed an online order for 1 Italian sandwich and 1 garden salad 40 minutes ago. The tracker app said Kenneth was prepping my order. Fast forward 40 minutes and app still says prepping my order so I call. After about 5 minutes of ringing they finally answer the call and I inquire about my order. He told me they’re busy and at least 8 orders ahead of me. It had not gone in the oven yet and this was after 40 minutes. Now I can maybe understand some delay if it was say between 5 and 6pm but an order placed at 7:30 and still not even in the oven 40 minutes later is unacceptable. When he told me that even after 40 minutes 8 orders still ahead of me I told him to cancel my order. If there’s that large of a delay the very least they can do is call and let you know. I shouldn’t have had to call them. I can’t wait to eat until 9 or 9:30. Ridiculous!!! I order from them frequently and would’ve expected better service.
I will leave that up to you. The app should at least keep the customer updated to any changes especially delays like this one otherwise the company is going to lose business.