DS
Diane Sandoval
May 1, 2026
So I placed a mobile order online and waited 20 minutes to pick it up. When I walked in, they did not have my order and said they never received it… I gave them proof of the charge of my account and the app proof that I had stating the points and what I had ordered, and they said that because they did not have it on their end, they would not be able to make my food… The worker then called her manager, Carmen, and then her general manager, Krystal P., to see what to do and they both told her that there was nothing they could do for me and that if I did not have a refund in the next seven business days to contact their location. Krystal also stated that unfortunately, this was a common problem at their location and lately they haven’t been receiving mobile order pick ups. I’m having a hard time understanding why mobile ordering is still an option if you are frequently encountering an issue where people are paying for food and your restaurant is not receiving the order? Again, I’m fully aware of that this is not the employees fault therefore, I did not take it out on her, but the situation in general was extremely frustrating considering how hungry my son & I were and then to pay for food that we never received. Instead, I was given the district supervisor’s email and phone number and told to reach out to her if I did not have a refund. Completely unacceptable.