I am extremely disappointed with the service I received at the Toasted Yolk location in Sugar Land today 02/15/26 . I placed a to-go order in person for the following items: a Cowboy Scramble with hash browns and turkey sausage, avocado toast with two poached eggs and hash browns, and three orange juices. I ordered at the bar area where to-go orders are taken, following the store’s instructions. The young woman who took my order told me it would be ready in 8–10 minutes and asked me to have a seat while she brought it out to me.
After waiting 20 minutes, I went back to ask about my order. A male employee asked for my name and said he would check on it, but he never returned. I waited an additional 10 minutes with no update, no communication, and no one bringing my food. I then had to go back a second time to ask about my order. The same young woman who took my order gave an unclear response, and another employee went to check. I was then told that my order had been placed at the front door area with the Uber Eats orders. I did not order through Uber Eats, I placed my order directly in person at the Sugar Land location, as I have done many times before without issue.
Because of this mistake and lack of communication, I was forced to wait an additional 20–30 minutes beyond the original 8–10 minute wait time I was quoted. When I finally retrieved my order myself, I informed another male employee about the situation. He said he would speak to them about it but then walked away and never came back. To make matters worse, my orange juice was missing and had to wait another several minutes.
By the time I arrived home (only about five minutes away), the food was very cold. Even more concerning, when I bit into the poached eggs, I nearly choked on several large pieces of eggshell that were tucked underneath the egg. This is a serious food safety issue and completely unacceptable.
What upset me most was the complete lack of sympathy, apology, or accountability from the staff. No one acknowledged the mistake, no one apologized for the excessive wait, missing items, or poor food quality, and no effort was made to make things right. I have been a customer at this location before without problems, but this experience was extremely frustrating and disappointing. This level of service and care is not what I expect from your restaurant, and I hope this situation is taken seriously