In-N-Out Burger Customer Service Issues

June 11th, [redacted] In-N-Out is my daughter's favorite spot. Unfortunately, there isn't one in Wyoming where she lives. On her recent visit, we were eager to stop by. At 10:00 a.m., we were the first customers. After placing our order, we noticed a long wait, with cars in the drive-through being served promptly. After waiting 20 minutes, I inquired about our order. The staff discovered our slip still hanging on the order wheel. Disappointingly, no one apologized for the oversight. When I spoke to the shift manager, he initially claimed they had just opened. I pointed out that we were their first customers and it shouldn't take 25 minutes for two hamburgers. His apology fell short, lacking sincerity. With my background as a former Wendy's A.M. for a decade, I emphasized the importance of good service. I showed him our order slip for reference, dismissing his excuse about just opening as inadequate.

I would like to express my gratitude to Sabrina from Customer Service for the two complimentary meal vouchers she sent me following a disappointing dining experience in March. The meals I received were delicious and much improved from my previous visit. However, during my recent visit, I observed what seemed to be two or possibly three employees who may be new to the job or not fully trained in order sequencing for both counter service and drive-up. I have noticed over my 40 years of dining experiences across California that staff are usually well-trained and efficient, which was slightly lacking on this occasion. Another point to note is that during the 41 minutes my wife and I were inside the establishment, none of the tables were wiped down, which is concerning in the current pandemic situation. Despite the reduced seating and safety measures in place, cleanliness is essential. I hope these observations are helpful for the improvement of service at your Monterey location. Best wishes for the future, and no response is necessary. Just wanted to provide some constructive feedback. Thank you, Gary M.