On days and times where they are supposedly not supposed to be very busy, why is it that it takes me nearly 5 tries to get through to them over the phone?

Understaffed. If you were there would you complaining they answer the phones before serving you?

Not sure, but maybe it's because they put there customers that are there first? And they could be busy to not sure how accurate those things are.

If you go there I've never had to wait. Probably because why do you need to call ahead for coffee? I'm in and out in under 2 minutes ever time. And they have really good coffee!