AUSTIN, TEXAS -- I went to Burger King located at 3001 Montopolis Dr, Austin, TX 78741 to order some food. I pulled up to the drive through menu to place my order for a number 8 with cheese. Yet this Burger King employee taking orders assumed (instead of listening attentively) that I requested an ice tea. Then instead of allowing me to explain what I actually requested this employee just told me "ok sir pull up to the second window" without trying to get my order correct.
So, I decided that I would go inside of the restaurant to place a complaint with the manager ** because I did not have time to repeat my order over several times. Let me add that on a few sporadic occasions in the past, I had this same issue with poor customer service at this particular Burger King. I also had to place a few complaints in that I assume ** was aware of.
Moving on with the story, ** became very evasive towards my complaint. I always thought that in customer service a restaurant manager was supposed to show empathy and listen to a complaint rather than disputing it. ** then told me in a very condescending way to leave what she claimed to be her establishment. Wait a minute her establishment as if she is the owner of the entire Burger King franchise? I replied by telling her that she was not the owner of the entire Burger King franchise loud enough for her to hear me as she stood back in a defensive manner.
Then, I asked for her name so that I could complain about her conduct. While standing back in her defensive manner, ** told me again to leave her establishment in a condescending manner. Once again before leaving I asked for her name. Finally she told me that ** was her name and that she was going to call the police. I began to leave at that point ok.
** was aware of my intentions to place in a complaint on her. That is when ** decided to follow me outside to get my license plate number in order to report me to the police. Why would that be so necessary when there was never any threats, assault, vandalism, or vulgar language used? Yes I made previous stops at this particular Burger King but the only issue was to address poor customer service. I had no interest in dealing with ** personally outside of my complaints regarding the poor quality of service where she so-called managed.
Continuing with the story there was a female off duty officer who happened to be there after the incident with **. This officer asked for my side of the story. After telling her she asked for my ID she then advised me to wait until the officer that ** called arrived. I complied and waited. After the other officer pulled up he got my side of the story. This officer then told me to wait while he got ** side of the story and not to interrupt. With that I also was compliant.
I overheard ** deceitfully telling this officer how I was in some manner harassing her place of business and causing problems where she worked (due to prior complaints regarding poor customer service) yet Nancy wanted to play the victim role instead of truthfully explaining my previous visits to that Burger King.
** then had a criminal trespass placed against me just because I had made these previous complaints (that ** claimed to be harassment) where she worked. I'll assume that she was attempting to save face prior to me being able to place my complaint in on her. Other than that I feel that her actions were too over the top and disrespectful towards me as a customer.
This is a practice of bigotry. This manager named ** does not seem to be well-rounded enough with interpersonal and customer service skills to be in the customer service field. She should be fired in my opinion and placed on some type of psyche medication. I'll advise anybody in the Austin Location to avoid the Burger King located at the 3001 Montopolis. Date of incident 03/03/2015.
BATON ROUGE, LOUISIANA -- Please learn to give out napkins and if you ask for some they give you one and look at you and get mad. Like don't ask for more - this is all you get. Next take those awful drink machines out of all areas. Those are the most horrible tasting drinks in the world. They taste like medicine are in them. All kinds have same bitter taste. I hate buying food here because you can't enjoy the drinks. They have bad manners. Slow as a turtle. Never seem to care. At one time you had best food and best employees. But now - it's crap food and service.
BLOOMINGTON, INDIANA -- Burger King Bloomington, Indiana W 3rd Street. I went into the lobby. A pregnant lady waiting to be served. I walked in with one of their workers who had been outside smoking. 5 min later the guy that was outside smoking finally asked me what I wanted. The pregnant lady beside me said "I have been waiting over 10 minutes and no one has asked me what I wanted."
So the guy asked her and she told him. He said "We no longer carry that item." She said, "it is right there on your menu. He said "Yeah we need to take it down." So she ordered a sundae and told them that they have the worst customer service that when a person is standing in front of you for 10 min you might want to ask them what you need.
Then a lady from the lobby comes up and said, "This sandwich I ordered was supposed to come with cheese." After a little argument the worker gave the lady a cold slice of cheese on the side. Then he finally took my order. Then a guy walked in behind me half blown out of his mind and I said, "You better be ready to wait." He said, "Not me, I work here." He went around the corner, went in the back, made him a sandwich, fries, and a large drink, and came back out before I had got my order.
Then they had to redo the drive through orders because they kept making them wrong. A lady comes from outside and says in an extremely mad voice, "I want to talk to the manager now." They started to argue when the manager said, "Come over to the side." I still do not have food.
Finally when I got my food it took 21 min. I timed it and the lady who was yelling was still waiting for something and not one employee even seem to care, even the manager who I overheard said been doing this for 19 years, get some people in there that care. I will not be there again. The place was dirty in the back and the workers looked that way as well.
I went through the drive through 2 weeks ago and it took over 20 min and 2 cars ahead of me just left. I feel stupid just saying I waited that long. I ended up getting the 2 people in front of me order and had to tell them sorry they left. Then with my order sitting right at the window paid for and almost in arms length the window worker left, went out the door (I am guessing the bathroom), came back a few minutes later, looked at the bag and seen that he had forgotten to give me my order and handed it out to me and said, "Sorry I thought I gave it to you."
I am guessing they do not drug test there or they would be out most of their works. Go try it and see if your luck is any better and watch how surprised you are on how bad the service is. This is my first time ever writing a review but I thought it was my duty to let people know.
MIAMI, FLORIDA -- Today I went to Burger King about 3:40 pm and ordered two large onion rings and a raspberry smoothie. The girl that took my order told me that the price was about $9.98. I proceeded to the pick up window, and waited there for more than 15 minutes wondering where everybody was because there was no one on site. When finally somebody showed up with the food. I asked this person how much the onion rings were and he tells me about $3.89. He proceeds to charge me and he tells me that the price was ten something, then I replied "no" the girl that took my order told me $9.98. How come you are charging me differently?
He calls the girl to correct the problem, then they started laughing and playing while she corrected the mistake. When she was done correcting the mistake the guy that is handling my order takes my money without saying anything about the price and charged me like $12.90 and gives me the change. That is when I realized that he was charging me the wrong price again. So I say to him, "listen you made a mistake, this is not the right price", then he tells me "well that is what the total is", then I said "no the price is $9.98. call the girl that took my order", so he did. The girl comes and fixes the mistake, then this is when it all started.
While the guy was getting the right change to give it to me I made a comment and asked the guy, why did they take so long to bring me the food and how come they made this mistake with the price? "Because I am entitled to know. I am the client being served and I am spending my money here." So this guy got this very nasty attitude and started screaming at me, that the mistake was because the girl that took the order had put down three orders of onion rings instead of two. Then I said "well if you would be paying more attention to what you are doing this would not happened in the first place."
Then he kept on the defensive throwing words in a very bad attitude at me, then I said "why are you talking to me with that attitude. you should not talk to me in that way. I am your client and you should have a little respect towards me." That is when he got really mad and said "I don't care" then told another girl that was around, "you take care of this. I am not putting up with this anymore", so he left.
The girl comes and fixes the mistake and gives me my change back, then I started complaining to her about what had happened and asked her if she heard what happened and she says "yes" and then takes the employee's side in a confronting way, then I asked her for his name and she refuses to give me the guy's name and tells me in an also very bad attitude that the guy didn't have a bad attitude towards me. When in fact he did.
Then at that point I said to her "well can I talk to the manager?" Then she replied to my surprise, "I am the manager", then I asked her very confused "why are you taking the guy's side?" Then she replied, "because I want to". So at this point I asked her to give me the guy's name and her name that I was going to file a complaint against him and her, and her reply was "no I don't have to give you either my name or his," but then my wife and my daughter that were witnesses of everything that happened remembered the name that was on the guy's name tag, because he was wearing a name tag with the name **.
The manager was not wearing any name tag at all and refused to give her name to me when I asked, so these are the kind of things that can not be tolerated because these are public places that are supposed to give a service to the people in a nice way, because the people are the ones who pay for that service and expect it. Thank you.
YADKINVILLE, NORTH CAROLINA -- Why do they have this nice fat Whopper Burger ads on TV and pictures all in the Sunday news paper even posters on the outside of the building of this Burger about 4 inches tall with MEAT, TOMATOES, ONIONS, AND LETTUCE hanging out all the way around the bun??? Then when you get it and get home it looks like someone stepped on it or sat down on it. You can find the lettuce OK, a couple of rings of wilted onions. You might find 2 ( If you're lucky ) small slices of green tomatoes on one side of the small meat patty. The only thing about a Whopper is the BUN... I say false advertising. They say "well don't eat here." Hummm. So I eat at home.
MILWAUKEE, WISCONSIN -- Originally, I had a negative experience because my order was completely wrong and I found out when I got home. Instead of calling or going back, I contacted their customer service on their website, because I wasn't completely confident it would be handled well at the store level. I didn't hear back and sent another message two weeks later as well as tweet BK. I got an immediate response via email and then a phone call from the store manager, who was less than helpful, to put it politely.
He told me that because I said I didn't know if I ever wanted to eat there again, there was nothing he could do for me. I suggested he refund me the items that were incorrect or missing and he proceeded to haggle over every item I took issue with. Then he told me to come pick up the gift card and I asked that it either be mailed or delivered to me. He told me his delivery drivers cannot leave the store 'with that kind of money' (essentially about $10).
When we realized we weren't able to resolve the issue, we hung up. I contacted corporate again and Mary, head of operations called me. From the beginning, she was nothing but rude and unprofessional. She asked why I even placed the order with the restaurant if I was just going to turn around and complain about it all. I had to ask her several times how we could move forward and resolve the issue because I didn't appreciate her calling me at home just to argue over my $23 order.
Several times she reminded me how polite and professional she was, while I was angry, confrontational and rude (her words, just what you want to hear after trying to resolve a mistake on their end after a month). I asked if we could just move forward and she said 'Wow, are you pausing long enough to let me speak?" and I asked if she was sending me the gift card or not and she answered 'I don't know'.
At no point would I describe any of this as customer service. I wanted nothing more than reassurance that the issue would be handled to my satisfaction so I could get off the phone with her. I'm still unsure if I will get a refund, as she wasn't very clear on whether or not she would even send it. In her words, she works for a restaurant, not the post office, so who knows when I'll get it. Overall, the most disappointing experience I've ever had with a company.
1804 W. FRANCIS AVE., WASHINGTON -- I placed an order online because Burger King delivers in my town. We have done this in the past with no problems. After an hour and a half and no order (they say 60 minutes or less on the web site) I called to see if there was a problem. A female answered the phone. I told her I placed an online order and there was an issue. First she said she called me to let me know my order would be late. I told her no one had called me about anything. She said yes she did call me, and she was very busy with backed up orders and only had two delivery drives. (She never asked which order was mine) and didn't have time for this.
I asked her when my order would be coming and she said when she had a driver. I told her I didn't want food that had been sitting there for an hour and she got really rude. I asked for her name she said no. I asked for the manager she said she was the manager. I asked to speak to the general manager and she said she was the general manager and then hung up on me. I called back and yes I was irate but I never raised my voice or was rude. I told her her customer service was horrible and I did not want my order and wished to speak to someone in charge, she said she was in charge and hung up on my again.
I called 5 more times same thing. I even called the next day to try to talk to someone and was hung up on again. This is a very condensed version of what happened. I did make three different complaints but have heard nothing back from Burger King. When I was younger I worked at Burger King and if would have talked to a customer that way I would have been fired ASAP. They have lost a customer in me.
SHORELINE, WASHINGTON -- I ordered one of the temporary specialty chicken sandwiches and an order of the large loaded tots with a drink. Was excited when told I could order it as a meal deal to save a little. Even though cost me almost $9.00. Paid, got my order, went to work, and was disappointed to find fries instead of the loaded tater tots. Finally cooled off, thinking potatoes are potatoes. Finished fries, and reached in bag to try what should have been a chicken burger, only to find a Whopper. I was extremely disappointed to say the least.
That was probably the most expensive Whopper meal ever. I didn't go back, since I already ate the fries, and I sure as hell was not going to go through the garbage can on the way out of the drive thru, where I tossed my receipt. So fast forward to two weeks later. After thinking okay, give them a chance. So I go through the drive through again. I order the crispy specialty chicken sandwich, (does any part of that sound like rib? Don't worry I will explain later). Ask about the tots. Told yes they still have them. They ask me what flavor? What flavor?
After minutes of explaining what I want: a crispy specialty chicken sandwich and a large order of the tots. "Oh the tots are no longer available." That was great communication. Okay I will just get a small fries. Along with a crispy specialty chicken sandwich. Thinking every thing is cool. I go up to the window. Pay for food. And just on chance I looked at the receipt. And saw the word rib. Wait a minute... How do they get rib out of my order?
I have not been that upset in a long time. I was thinking okay they screwed up my order once. But to screw it up when I tried to let BK redeem itself. I said "don't even hand me that bag. Just give me my money back." I am done. This is ridiculous.
XENIA, OHIO -- My spouse developed a serious allergic reaction to sesame seeds. We were taking our granddaughter through the drive through and I told him how good the original chicken sandwich was so I ordered him one. Telling the clerk of his allergy and asking for a no sesame seed bun. He ended up in the trauma unit literally almost losing his life. The response from BK was poor and resulted in no change in their policy. On our receipt it stated no sesame seed bun but after the fact BK informed me it is their policy to replace the top bun only so the bottom bun still had plenty of seeds...
When I pick up my granddaughter from school she is often hungry so we go to McDonald's or Wendy's drive through. McDonald's always has a long line but are very efficient. Wendy's food is often lukewarm and they don't get your order right at least 50% of the time but when the food is hot and the order is right. I like them.
Burger King is seldom busy in Xenia so a couple of times I have taken her through there thinking to save time...I forgot! 4-18-13 at 3:30 1 car was in the drive through in front of us, none behind. I was asked to wait, she would be with me in a minute...this has happened the last two times I ventured through. I gave my order, 6 piece kid's chicken meal with ketchup. The clerk asked me what kind of sauce? I responded I asked for ketchup.
She was offended and then was very cool telling me to pull forward and not giving me the total...when I got to the pay/receive window there were two people very nice but my order was not ready. They are very slow and only a few cars were in the parking lot. Having worked in retail for many years it is not hard to discern the problem...poor training and inspecting what you expect. They have a track record of poor customer response.
It is not the current manager or the manager before him because the type of problems are consistent so therefore it is a lack of corporate unwilling to fix the problem from the top. The manager at our local BK has been a long term rest. manager at other chains and I know this is not his mode of customer service. If BK ends up closing the Xenia location due to lack of volume guess who will be at fault...Burger King Corporate for not putting customer service at the top of their agenda...it always flows from the "the top".
MASON, OHIO -- Visit was Sunday, April 7th, approx. 3:15 pm. Soup Nazi is store manager. The "Soup Nazi" works here as the store manager. We went through the drive-through to order. Halfway into our order, the lady stopped taking our order and the store manager started to take our order. I asked him to repeat it back. Only the first 3 sandwiches (we ordered 6) were on the order. We tried to repeat the order. He DID NOT LISTEN TO US and only repeated the 3 sandwiches again.
We pulled up to the window so that we could get our order right. We again tried to tell him our order. He spoke with a thick Indian accent. He told us to pull over without us giving him our order. I asked to speak to someone who spoke English. He said that he spoke the King's English, he had read the whole book (it's been the Queen's English since Queen Elisabeth has been reigning, by the way). He got irate with us and told us to pull over or he would call the police. I asked him for the manager. He said he was the store manager.
I asked him for the name of the area supervisor, wanted him to spell his last name (he didn't want to) and the area supervisor's phone number. Now all this time, I have been speaking to him in a business-like manner. He was the irate one. I have worked in restaurants for decades, including in management. I am absolutely flabbergasted that someone who is in management has not learned how to speak to customers. It was more important to him that the time at the drive through was within the specified goal than it was to get the customer's order right.
Finally, a woman came over. She was the one who had taken the first part of the order. She was also in management, said that he was her boss. She also said that there must have been phone interference with our order (I did not have a cell phone with me), which was a start, but she also did not want to get our order right and only wanted to sell us the 3 sandwiches and not all 6 that we had ordered.
She did not want to take the rest of our order but told us to pull forward to get the rest of our order. She was not apologetic. In this day and age when most people have cell phones that are video-capable, it is not wise for a manager to be irate to customers. I wish I did have my cell phone with me to record his irate behavior and show it on YouTube.