Seriously. Seems like so many physical businesses are going fully digital with little reason to do so. Following a trend, I guess. But the utility of interacting with a human versus navigating an app (of which it seems every restaurant or fast-casual-takeout has their own) is just so much higher. The cost to build and maintain that app too eats into the establishment's costs, which in turn mean the end consumer's costs are higher. I'm already paying high prices as-is, and my experience isn't drastically better doing everything digitally.
As you said, maybe there's a scale at which digital processes are indeed faster and less cumbersome (like a McDonald's level operation), and offers higher marginal utility, but most places I order from aren't at that scale. Few are.