Dismal bad service - Avoid!

I had a really bad experience at the Mochachos at Eldo Square.

I was in store and placed my order at 6:15pm before the rush of customers began as the store was nice a quiet luckily.

Since I live literally a shy over a kilometer away, I decided to have the food delivered mostly to make it simple enough for the store to just deliver once it was ready as it was already paid for and it would be a simple drop off and go. I even confirmed with the staff member what time it will be ready to which she advised it will be a bit longer so only after 7pm. I was happy with that and even told her that 7:30pm will also be fine as I knew they would get busy. That's a whole hour and 15 minutes to get 1 meal ready. Simple right?

I decided at 8:05pm to head back to the store by which that time I saw the store was reasonably busy with customers both seated and eating as well as collecting, but all the delivery bikes stood by idly without a single delivery rider in sight.

When I eventually spoke to the same staff member, she thought my meal was supposedly delivered, yet after inquiring further, my meal was not even made. After almost 2 hours later, a single meal couldn't be made ready!

I was in absolutely no mood to wait another hour or longer to wait for a single meal, so I asked for my money back, drove to the local Steers and got a meal ready and made in less than 10 minutes clearly knowing that on a Friday night when its busy, they need to deliver on service to which they did.

Considering how amazing and good Mochachos as a franchise actually is, its rather sad to experience such a dismal level of service that I truly cannot understand why and how this happens. I thought I was actually the only one who experienced bad service from here, but I spoke to 3 (!!) other individuals who experienced the same level of bad service from this store hence why they don't purchase from here.

I would rather eat average food and experience average service for the same price than to experience this level of service!