My issue with online ordering is that I will be missing higher degree of customizability, options and allergies for some case. Online ordering does not cover edge cases. If I like the ingredients that comes with the food, then online ordering is awesome. If I want to further customize it, I am limited to online ordering offerings (in some case, I barely could).
I found in-person ordering is reliable enough that they know what I am asking for and could try to swap out a different menu to get me a cheaper price for the same quality. In online ordering, it didn't have an ability to do that. If I order a cheeseburger and remove the cheese, it is just a hamburger. In-person ordering knows that and would change it hamburger, the online ordering does not and keep it as cheeseburger minus the cheese while keeping it as cheeseburger price.
I found in-person ordering is reliable enough that they know what I am asking for and could try to swap out a different menu to get me a cheaper price for the same quality. In online ordering, it didn't have an ability to do that. If I order a cheeseburger and remove the cheese, it is just a hamburger. In-person ordering knows that and would change it hamburger, the online ordering does not and keep it as cheeseburger minus the cheese while keeping it as cheeseburger price.