(This happened on New Year’s eve & I get that they were busy, but that’s no excuse for what happened.)
I was doing some last minute shopping on New Year’s eve & decided to grab something to-go from the burger place in the mall, I could see the line was long so I placed my order & paid through the burger chain’s own app as I was walking towards the restaurant.
When I got to within view from the counter I saw on the “immediately ready” -screen behind the counter that they had the burger I ordered immediately ready so I figured this would only take a minute or two & stayed near the counter, the cashier kept taking orders from people who came after me, so I figured she was too busy to check the online orders at this time. Then she seemed to be entering something to the POS & a minute later a guy walked to the pickup counter to pick up an order, I figured I’d be getting notification about my order being ready in a moment, after another few minutes of the cashier serving other people while my order was yet to be addressed, I walked up to the pickup counter and after a minute when the manager told the cashier to take care of me, the cashier finally came to me.
Cashier: “Hi, you’re the guy who ordered a double burger?”
Me: “Yeah. TEN MINUTES AGO.”
Cashier: “Sorry about that, can I see the code?”
Me: “You need to mark my order as ready first.”
Cashier: *deer in the headlights*
Me: *gesturing at the POS* “my order, on that machine, mark it as ready for pickup so I can get the code, the burger has been on that rack behind you for the entire ten minutes I have been here.”
Cashier does so, and a couple seconds later as I am trying to show her the code I just received, she goes to serve yet another customer who had arrived after me instead, before coming back to get the code & hand me my order.
Cashier: “Here you go, sorry again!”
I just grabbed the bag and left. Judging by the fact that she marked someone else’s order as ready minutes after I arrived & minutes before her manager forced her to serve me, she was definitely checking the pre-order queue while serving everyone else & was simply ignoring my order, a fact that was confirmed by her first words to me: “Hi, you’re the guy who ordered a double burger?” The fact that she had marked someone else’s order as ready for pickup (she was the only employee to have touched any of the three points of sales at the counter in the ten minutes I was there-) means she *knew* how to mark an order as ready & simply didn’t do it with my order until she was forced to, not sure what she was trying to achieve by faking confusion when I said she needs to mark my order as ready before I can show her the code…