Sheetz - Wilson
Sheetz
Description
Once a reliable pit stop, this convenience-restaurant is marred by long waits, frequent order errors, app pickup delays and intermittent equipment failures. Guests praise friendly staff yet report poor, inconsistent food quality—particularly dry pastries—and slow remakes during busy periods. Mobile orders often arrive well past ETA, fueling frustration as nearby competitors loom. Improvements in staffing, machine maintenance and order flow are needed to restore customer confidence.
Feedback
On October 18, 2022, at 6:30 PM, I picked up my mobile order (#62575834) for a quick coffee that I had pre-paid for. When I arrived, my order was sitting behind the counter instead of in the designated mobile pick-up area, so I had to look for someone to help me. When I approached the supervisor—who had passed by me twice with a clear attitude—she rolled her eyes when I asked about my order, as if I was inconveniencing her. After she forcefully handed me my coffee, I said "thank you," but she rolled her eyes at me again. I was left wondering what warranted such unpleasant behavior. I was in a hurry and had made an effort to streamline my experience by using the mobile app for payment. Unfortunately, her attitude affected my mood for the rest of the evening. I didn't catch her name, but I did see "supervisor" on her black shirt. I hope whatever was bothering her has improved and that she adopts a more customer-friendly demeanor in the future. However, I think I'll find another coffee shop from now on.
Every time I've visited this restaurant over the past two months, except for one occasion, I've encountered extremely long lines, malfunctioning machines, and a lack of staff actively processing orders. The wait times have been astonishingly long, with some experiences stretching over 40 minutes. I even observed a man waiting 35 minutes just for two basic hot dogs with chili—nothing special at all. On my most recent visit, I waited more than 40 minutes, and four orders were incorrectly filled, including mine. One lady, who was on her lunch break, had already waited over 20 minutes only to receive something she couldn't eat. She ended up having to request a refund because she didn't have enough time to wait for a remake. It's disheartening to see how much this Sheetz has declined, especially considering how great it used to be a few years back. If this trend continues, I wouldn't be surprised if the new WaWa opening nearby takes away a significant portion of their business.
The staff here are very friendly, but unfortunately, I ended up with a cardboard-like bacon and cheese croissant. It's not the first time I've wasted 3 dollars on something unsatisfactory, and I doubt it will be the last, but I really hope they can improve! This croissant was truly more like cardboard than anything else.
I waited 20 minutes for my online order, only to be told that next time I should ask the cashier instead of looking in the online order area. As a result, my salad ended up warm and my wings were cold. Thanks for the experience.
I really dislike the self-checkout option. When I'm waiting for the one cashier on duty, I don't expect to have to bag my own items. I'm not an employee, so please don't expect customers to handle their own checkout and bagging. I hope this isn't the future business model for all your stores.