Let me start by saying I have been a big fan of AH since the first store opened in Verona. My wife and i went to the Boundbrook location for lunch today and had an absolutely horrible experience. There were 2 employees working, a cashier and hot dog preparer. There was no sign of Matt or Eric (the owners).
We arrived at 12:20 and stood in line for 15 minutes to order. There were only 5 people in line ahead of me but it took 15 minutes for the cashier to take their orders. The cashier was not helping to prepare food, he was only taking and handing out orders. There was an angry mob waiting for their food. Why were they angry? I soon found out as I became just as angry. From the time I ordered and paid, (time stamped on my reciept) it took 50 minutes to recieve part of the order and another 15 minutes to get the balance of the order. During this hour wait the angry mob grew larger and angrier. There was much screaming, cursing and bad attitude. And that was just from the woman making the hot dogs. The mob was even worse. Some asked for their money back and recieved it. Others just left with no refund and food. Some were given the wrong items but took them just to get something and get out of there.
I asked the cashier where Matt was and was told "I wish he were here". I asked what was the problem and was told by the cashier "I don't really work here, I'm just helping out. " Among her ranting the woman making the hot dogs told the waiting mob, "I'm really just supposed to be a cashier, I don't really know what I'm doing." Truer words were never spoken. Orders (including mine) were lost, most were made wrong, all were delivered missing one or more ordered items. The cashier kept saying he was sorry for the wait, mistakes and confusion but made no effort to compensate anybody for the problems.
The most common phrase uttered by the customers was "I'm never coming back here again". I have been wondering why the Verona location closed when the the hot dogs are so wonderful. I may have gotten my answer today.
BTW, when we finally got them, the dogs were wonderful, which makes the horrible way this place is being run even more of a tragedy.