Why did my wife wait for over an hour to get her food when we ordered online? I called after she finally left and he was unaware that she had even waited that long. Great food, terrible service. Always slow with to go orders

I always eat in and always enjoy both the food and the service. Maybe they need to shore up the "to go" service model.

I understand your situation totally. You did the right thing by calling but you need to talk to the manager on that shift plus email the CEO about what happened so he can be aware of what happened. Plus have your receipt for proof if he inquires the time and who took the order so he can make it right.

It is normal to wait 20 to 30 minutes, but when there is rush hour it becomes slower. Sorry

We have waited over 30 minutes

Sorry. I have maybe waited 10 minutes for a table. I have never order from online or order to go.