In-N-Out Owner Weighs In On Mobile Ordering, Delivery

While its competitors have embraced mobile ordering and pickup, In-N-Out so far has declined to let customers buy burgers from their smartphones for pickup or delivery. And according to the company's president, things are going to stay that way.

In-N-Out owner Lynsi Snyder-Ellingson made the comments during a March 31 appearance at Pepperdine University in Malibu, where she joined university President Jim Gash for an on-stage discussion about the business her family first founded in 1948.

Gash asked Snyder-Ellingson whether In-N-Out would ever allow customers to order ahead of time on their smartphones.

"We've for sure had that put in front of us ... and the answer is no," she said.

Snyder-Ellingson said the main reason is because mobile ordering would be counter to core parts of the In-N-Out brand.

"Part of what makes In-N-Out and the experience so special is the interaction and the customer service we're able to give — the smile, the greeting — just that warmth and feeling that culture," she said.

Additionally, Snyder-Ellingson said unnamed food delivery companies have pleaded with In-N-Out to offer delivery, but the burger chain's executives are not interested, particularly due to concerns about the "freshness factor."

Gash recalled a quote from Snyder-Ellingson's uncle that's featured in her new book, "The Ins-N-Outs of In-N-Out Burger" — "never serve a customer something you yourself wouldn't eat."

"I imagine image a cold In-N-Out burger is not what you have in mind," Gash said.

"Nope. No it's not," Snyder-Ellingson quickly replied.