Ezells Express

Dine in area lights are open so people can assume that their dine in area is open but its not. Doors are locked and there are no signs that they are open for Drive-thru only. Would've been nice if there is any indication so we don't have to bother parking, getting out of the car only to try to open the door but it's locked. Staff sounds unprofessional that they don't even greet us when we pull up to the speaker box just a "what can i get you" questions and sounds like they're rushing us. I understand they were busy and probably tired and i hope this is something management can fix.

You can see through my Google Review history - I tend to be a pretty easy customer to please. Today I came by, made sure I checked the sign on the door to see if the lobby was open, and according to the sign it was. So, to just to be as safe as possible I stood outside, put my order in through the app, and selected 'pickup' to go. Less time spent in closed quarters with other folks means less risk is how I figured it. I pull on the door, pull up my mask, and its locked. I go around to the other two doors - they're both locked as well. There's staff inside working - and the drivethru is operational so I figured they're just handing orders through the door or something for safety. I hang around for about 5 minutes and from where I'm standing I can see the screen where the orders are listed. I can see mine on the screen, and I'm tracking as they clear - just so I can be ready for when they come to the door. The staff member literally looked at the screen - glanced over their shoulder - sees me - makes eye contact - then swipes the order off the screen as if it's been served and disappears back around the corner... I waited another 15 minutes or so, just thinking they were probably finishing expediting another order, getting caught up on drive-thru but - after 20ish minutes goes by it's quite obvious that she cleared the order off because she didn't plan to serve it and had no intention on telling me why. Again : Signs were displayed on the doors - all of them - that their lobby is open right now. They definitely accepted my money on the app. But I still have no food. I tried to contact customer service : it's unavailable today. I tried to call the store : no answer. I can definitely understand being understaffed - overworked - underpaid (especially since I worked fast food for almost 4 years myself) and the COVID situation is only making the problems worse but dude - why the eye contact to make sure I see them clearing my order off the screen? I just ordered a combo meal and politely stood outside, I really have no clue why that whole interaction happened the way it did :(