Saturday, May 9th, 7:30pm

Saturday, May 9th, 7:30pm

Had a curbside to go order. There was a large rush or a large back order happening. I m not exactly sure. There were about 30 people waiting in line outside. Cafe Rios part of the parking lot was full and there was a line of cars trying to get in to park. Called in to check in for curbside pickup, was informed that an employee would come out and grab my name. Waited 30 min no employee came. Decided to go wait in the line outside the store. Waited another 30 min still no employee interaction.

I m not really upset about the long wait times, I m upset how the manager handled the whole situation. The only employees that were coming out of the restaurant were two teenage boys that were being put through the ringer of customer complaints. There was no real understanding of what customers were to do in order to pick up their orders. There was no update on wait time or why things were back ordered. Multiple lines were forming in different directions.

I called in and got their call center, where I was hoping to fill out a customer survey, to my surprise they forwarded me to the actual store where I was able to talk to the manager. He answered If you are calling to complain about the long wait there is nothing I can do about it. He then later told me that he was cooking the food and every time something came up he has to leave cooking the food. I took it as a stab towards me to not to call him to complain during a such a crazy time. Hey I was hoping to fill out a survey, not talk to the manager.

I get it. There are rushes. I worked as a cook in the restaurant business. I ve had the parties of people come in at closing time. I ve messed up on orders. Had equipment go down. I know things can get intense and frustrating when things are going south. I don t know what happened today at Cafe Rio. I don t know if someone decided to walk out and quit. I just know the whole entire situation could have been managed better than it was.