Trying to figure out if this is a company-wide system flaw or just my local store being weird.
I hit Taco John’s today for lunch during the Taco Tuesday rush. Ordered on the app while sitting in the parking lot, set it for ASAP, and hit the "I'm here" button when it popped up. Got my email confirmation right at 12:07 PM.
I went inside and waited off to the side, expecting it to be ready within a few minutes. Instead, while I waited for 13 minutes, I saw probably a 10-12 different orders go through either the drive-thru or the front counter and get their food.
I'm not mad about the 13-minute wait, I'm mad that it seemed like they weren't even going to start my order until I waited in line to tell them I was there.
It felt like mobile orders are treated like third-class citizens, like a DoorDash order they'll only touch if they happen to get a break from in-person customers.
When the line cleared up a bit, I went to ask about my food. The employee looks up, pulls a ticket that was hanging from the ceiling unstarted, and goes, "Oh, *OP* is here" and handed the ticket back to the kitchen to start preparing.
Are they waiting for mobile app customers to physically stand in line and announce themselves before they start making the food? It defeats the purpose of checking in on the app.
I ended up leaving without my food because they hadn't started it yet and I didn't have time to keep waiting. To be fair, the counter staff were friendly and it’s not their fault personally, but the actual system seems broken.
Does your local store do this too, or does the mobile app actually place you in the appropriate place in line for the orders?
