"This location does not communicate well and is not efficient when picking up online orders and because of this my pick up order was sitting on the counter for over 30 minutes which means I received cold and soggy food.At around 946pm I used Google Maps to locate the restaurant and place my order for pick up, by choosing a direct order through the restaurant. (Not through a food delivery service like Grub Hub etc.)After I placed my order, an email was sent to me from the restaurant/their online ordering system that stated my order would be ready at 959pm and to press the I 'm here button when I got to the restaurant. I got to the restaurant around 955pm, pressed the button and i received a message that said Thanks for letting us know you 've arrived. We will bring out your meal shortly. I waited for the restaurant to bring the food out but since they didn 't I walked up to their door at 959pm and discovered the door was locked. (The restaurants hours are 9am-1am, it was 959pm when i tried the door). The manager came to the door, didn 't open it, talked to me through the door and told me the dine in area/pick up counter was closed. I explained that i placed an online order for pick up and i was trying to pick it up. The manager told me that i had to go through the drive thru to pick up my order.With no other choice, i sat in the drive thru for over 25 minutes, behind 2 cars, while they placed their orders and the restaurant cooked those 2 orders.When I got to the pick up window, at 1028pm I asked the employee at the window how long ago my order had been cooked/sitting, because we didn 't want cold/soggy food, but the employee repeated I don 't know and eventually brought the manager to the pick up window. The manager immediately told us the food would not be soggy since the toppings were on the side. I once again asked how long ago the food had been cooked but the manager didn 't answer my question. I then told the manager that if the food had been sitting since 959pm then the food would be cold and i needed a refund. As a reply to my statement, about food being cold, the manager told me that the food we ordered reheated well. Further, the manager said she couldn 't give me a refund because i used a 3rd party app, but if we complained on the app i would receive a refund.After going through the app i do not see any way to revive a refund since I placed the order directly through the restaurant/their online ordering system. Therefore i need this location to give me a refund immediately as i first requested.Additionally, management needs to figure out a better system for online pickups, especially if they are going to close their doors before the advertised 1am closing time. Online pick up orders should not have to wait in the drive thru, behind customers barely placing orders and waiting for those to be cooked, to be handed the their orders that clearly have been cooked so long before."
