You Can Order, But Good Luck Getting It

I decide to order some fast food online, and I walk down the street to pick it up at 7:00 pm on a weekend. When I arrive, the seating area is locked. I knock on the door but the employee inside ignores me. I try calling, but they don’t pick up, so I decide to try the drive-thru window.

Me: “Hi, there. I ordered for pick-up but your doors are locked?”

Employee: “Yeah, we’re short-staffed.”

Me: “Oh, okay. Well, can I get my food?”

Employee: “Sorry, but the drive-thru is for cars only.”

A car has pulled up behind me for the drive-thru.

Me: “Okay, so you’ll unlock the door so I can come inside and pick up the food there?

Employee: “No, we’re understaffed and can’t open the doors for customers.”

Me: “Then how am I going to get my food?”

Employee: “You can get your car and come through the drive-thru?”

Me: “I don’t have my car right now. I walked over here.”

Employee: “Oh, well, I can’t let you get your food through the drive-thru without a car.”

A second car has now pulled up.

Me: “Then how am I supposed to get the food I already paid for?”

Employee: “I don’t know.”

At this point, a third car has gotten in line, plus another person with a bicycle has walked up to the drive-thru where I am.

Person: “Hey, I’m here for a pick-up order but the doors are locked.”

Employee: “Yeah, I’ve already explained to this person—” *gestures to me* “—that you have to use the drive-thru.”

Person: “But I don’t have a car. Your sign says you’re open for pick-up and I’m here for pick-up. Now give me my food.”

The employee asks us to wait a minute and shuts the window. He returns a minute later.

Employee: “So, we can’t give food out to people walking up to the drive-thru window without a car, but you’re holding up the line, so we’ll do it this one time. Next time, you need to use a car for the drive-thru.”

I got my food and left. I sent a customer service survey about my experience but nothing came of it.

I understand it’s a safety issue not to have people walking up to the drive-thru window, but they really should have a plan in place for situations like that.