In-N-Out Owner Rejects Automated Ordering to Preserve Customer Experience

Lynsi Snyder-Ellingson says mobile ordering would 'take a piece' away from the brand's personal service and culture.

Apr. 9, 2026 at 9:34pm

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A photorealistic studio still-life photograph featuring a stack of fresh, juicy hamburger patties, a handful of crisp lettuce leaves, and a few sliced tomatoes arranged elegantly on a clean, white seamless background, conveying the quality and care that goes into In-N-Out's made-to-order menu.In-N-Out's commitment to fresh, custom-made burgers is a key part of the brand's enduring appeal.Baldwin Park Today

Lynsi Snyder-Ellingson, the owner of the beloved California burger chain In-N-Out, has firmly rejected the idea of implementing automated online ordering, stating that it would undermine the company's focus on in-person customer service and fresh food preparation. In a speech at Pepperdine University, Snyder-Ellingson emphasized her commitment to preserving the legacy and values established by her grandparents, the chain's founders.

Why it matters

In-N-Out's resistance to automation and dedication to traditional customer service sets it apart from many fast food competitors, who have increasingly embraced mobile ordering and other technological innovations. Snyder-Ellingson's stance reflects the company's desire to maintain its unique brand identity and connection with customers, even as the broader industry shifts towards more automated operations.

The details

During her talk at Pepperdine, Snyder-Ellingson expressed concern that mobile ordering would 'take a piece' away from the 'interaction and the customer service' that makes the In-N-Out experience special. She emphasized her passion for preserving the legacy and values established by her grandparents, Harry and Esther Snyder, who founded the company in 1948. The original In-N-Out location in Baldwin Park, California pioneered the drive-thru concept and helped revolutionize fast food culture in the state. To this day, the company remains committed to custom-making all orders and using only fresh, never-frozen ingredients.

  • In-N-Out was founded in 1948 by Harry and Esther Snyder in Baldwin Park, California.
  • Lynsi Snyder-Ellingson took over as owner of the company in 2010.
  • Snyder-Ellingson spoke about her commitment to preserving In-N-Out's legacy at an event at Pepperdine University in late March 2026.

The players

Lynsi Snyder-Ellingson

The owner of the In-N-Out Burger chain, who took over the family-run company in 2010. She has emphasized her desire to maintain the company's traditional values and customer service approach.

Harry and Esther Snyder

The founders of In-N-Out Burger, who opened the first location in Baldwin Park, California in 1948 and pioneered the drive-thru concept.

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What they’re saying

“'What makes In-N-Out and the experience so special is the interaction and the customer service that we're able to give, the smile, the greeting. Just that warmth and feeling, the culture. The mobile ordering will definitely take a piece of that away.'”

— Lynsi Snyder-Ellingson, Owner, In-N-Out Burger

What’s next

In-N-Out plans to open a second headquarters in Tennessee, where the company will continue to expand, while scaling back its corporate operations in California.

The takeaway

In-N-Out's steadfast refusal to embrace automated ordering highlights the company's commitment to preserving its unique brand identity and personal customer experience, even as the broader fast food industry increasingly adopts technological innovations. Snyder-Ellingson's leadership aims to uphold the values and legacy established by the chain's founders.