We stopped going after giving them 3 chances. There was a location by us that I literally would wait almost an hour extra for the food that I ordered on the app. The crazy part was I was already like 10 min past the pickup time. People who walked in would get the food way quicker, and when people were complaining and told them to cancel our orders, they just smirked and said oh we can't do that. The first time we figured, ok places have bad days, but after the 2nd time, which was like 6 months later, and it was basically the same, we were done. The 3rd time was like a year later, and a new closer location to us opened. Figured cool, let's do it. Nope, same shit. The only good news was 2 of the orders were refunded after complaining, and the 3rd, they just gave us a coupon, but it expired since we were done with them.

That sounds like bad management/ownership trying to shave the operating costs as much as possible (without considering the potential losses involved)