I went to Willy’s the other day to pick up dinner, and like most intelligent human beings who value their time, I placed an order online with the hopes of timing my drive just right to where I could arrive right at the expected time of ready to pick up, grab my food and be on my merry way home, with minimal waiting necessary for me, my kids, mythical wife and our au pair.

As if I can’t say more positive things about my de facto favorite eatery chain in Atlanta, Willy’s is usually really good about meeting their estimated times, and more often than not, whenever I place an online order, it’s ready and waiting for me whenever I do arrive, and whenever that’s the case, I’m satisfied and feeling smug at walking out with my food while there are a line of schlubs waiting to order.

Except for this one particular location, which ironically is the one closest to my home.  There was once a point where I could quite literally say that I’d been to every single Willy’s location, so I could say with conviction that this one is the worst Willy’s in their entire company network.  Now I know they’ve expanded a little bit since I was the Burrito King of Atlanta but I’d still wager that this specific location is probably still the worst of them all.

And it’s not because they’re in the hood or somewhere unsafe and sketchy, quite the contrary, they’re in one of the lily-whitest, upper-middle class parts of the Metro Atlanta area.  But the problem remains as predictably same as any poor performing restaurant, the fault of bad employees.

The thing is, the employees aren’t bad because they’ve got attitudes or are lazy, it’s just this particular Willy’s location is that they’re staffed from the pool of people in which they’re located in, which in this case is a bunch of mostly white, high school teenagers, whom mostly come from a place of privilege.  And it’s no more prevalent than how often this place is completely overwhelmed by basic orders, leading to long waits, mistakes in orders, and a whole lot of reasons why I should really stop going to this location, but I keep coming back because I like Willy’s, and I keep telling myself that things might have changed by now.

Anyway, the reason this brog post comes to fruition is because when I got to this Willy’s, I was right on time to the estimated time of readiness, and I enter the restaurant and walk straight to the shelf of online orders and lo and behold, there’s no bag with my name on it waiting for me.  In fact there’s no bags at all, but then again I’ve realized that I’m smarter than most people in my area by how much more I seem to utilize online ordering than others.

I stand around for a minute or two, hoping someone would emerge from the prep area with a bag bursting with my order, which doesn’t happen, so I put myself into the line of sight of the cashier who’s this blond, teenage-looking Chad.  At this point, I can see a couple of tickets hanging from a board.  Chad doesn’t say anything to me despite making eye contact with me, so I blink first and ask him about my order which was scheduled to be ready by now.  He has no answer to my query, and resumes making pre-made baggies of tortilla chips.  My eyebrow scrunches at this completely useless response to a simple question.

There’s a manager pacing between the grill, kitchen and the prep area, and when he sees me, he blurts out to Chad why he’s not helping me, and that I’m clearly standing in front of him because I need some help.  I explain that I’m waiting on my online order, and that I can see my ticket there, and it looks unfortunate that I’m behind what appears to be a fucking catering order and who the fuck makes a catering order at 5 pm on a Friday and why would they even take it much less try to fulfill it right before the dinner rush??

But then for the next few minutes, I watch as the poor overwhelmed manager has to basically hold Chad’s hand at instructing him to demonstrate some common sense and feel for the room, because it’s clear that Chad has absolutely no understanding of customer service work, and I’m feeling really old in thinking that the kids these days are fucked and spoiled and that the future is fucked for white America and it’s no wonder the food service industry’s reputation is in the shitter now.

• Chad has to be told to stop bagging chips and to help customers in front of him
• Chad has to be told to look at the growing row of completed burrito orders to locate mine.
• Chad has to be told to use his head and not put a burrito on top of a bag of chips come on now.
• Chad has to be told to count the number of items on the ticket and make sure it matches the number of items in the bag (he was wrong)
• Finally, Chad has to be told how to arrange bags inside of a bigger bag to fulfill my order before handing it off

I get my order finally and leave the restaurant noticeably agitated.  What should’ve been a quick pickup took an extra 12 minutes of time that my kids could’ve been exploding in my car, and traffic could have been getting worse, seeing as how it was right at the top of the 5 pm hour.  I’m astounded by the sheer incompetence from Chad, and how this location just can’t seem to ever get any reliable help.  Seriously, no other Willy’s I’ve been to has been so poorly operated, and at this point I’m left with no other conclusion that they are as a result of the employment pools in which they operate in.

But I just felt really old because I remember my first jobs when I was still in my teens, and how I never seemed to get any heat from my employers because I had common sense and a work ethic, and beyond initial training, rarely ever needed to have my hand held as much as this fucking Chad needed to have his held.

And how I need to stop coming back to this fucking location, because they just suck.