For everyone throwing out the "but it's a soft opening" excuse....no. Sorry, that doesn't cut it. I don't buy that as a valid excuse. If anything, the soft opening process allows them to identify problems that need immediate fixing, such as the long wait (which, again, is absolutely UNACCEPTABLE). If management is on top of things, they will know about the long wait times, and they will work double overtime to correct those mistakes. We are not talking about a ride at Disneyland, where you're having to deal with machinery and people fitting into vehicles. This is simple sandwich-making. It's one thing for a HUGE order (say, several dozen, or a few hundred) to take 30 minutes or an hour or so, but not a simple 3-sandwich combo order. Something like that should take 10-15 minutes TOPS, and that would be because you had to go get some ingredient out of the walk-in fridge, or you were waiting on more baked bread, or something along those lines. Normal turn-around for made-to-order sandwiches should be order-to-serve within 5 minutes. 25 minutes, or more, and there is some serious slacking going on.
Anybody ever watch Bar Rescue on SpikeTV? From the sound of it, EoS needs Jon Taffer's advice.