Sina -
Google
I visited today because I’ve always liked the vibe and design, which looked inviting, appetizing, and popular. I arrived around 6:50 PM—just before 7 PM—when there was hardly any line. There was only one party ahead of me, but the cashier had stopped taking orders. I waited for about 10 minutes, and still, no one was ordering. Then, an older woman behind me mentioned that she had ordered online for pickup, so I immediately placed my own online order.
After ordering, I saw the estimated wait time was 30 minutes. As more people began lining up, I went to ask C whether the wait time for online orders and in-person orders was different. I explained that I had been in line to order but had also placed an online order, and asked if it could be marked as dine-in. C told me the wait time would be the same. I then sat outside to wait. Over half hour I paid even closer attention to the announcements, but I never heard my name called, not even once.
At 7:38 PM—my order’s estimated ready time—I went to the counter asked loudly if my order was ready. No one responded. One thing I noticed about your store is that no one at the counter seems willing to acknowledge customers, even when it’s obvious they are trying to get help.
After no response, I asked again about order #154 and was again ignored. I have to zoomed in with my phone camera and saw they were already preparing orders in the 160s. I loudly asked again where my #154 was, pointing out they were far past my number. Only then did C casually point to a box behind her and say, “It’s right here; we called you but you didn’t come.”
From 7:30 PM to 7:38 PM, I had been watching my phone and listening carefully. I walked to the counter at 7:38 and did not receive my burger until after 7:40 PM. C’s expression was clearly unfriendly, with no smile and a demeanor suggesting the problem was mine.
By that point, I was already very upset—not only because of the wait but also because of the lack of assistance and C’s cold attitude. She didn’t say “thank you” or “sorry.” My two-year-old son was waiting outside in the seating area, and I had been going back and forth while keeping an eye on him. By then the sun had gone down, it was cold, and the burger I finally received was only lukewarm. Standing outside with that half-warm burger, I felt the entire experience was wrong.
I went back to confront C, speaking loudly about my experience and their unprofessional and dishonest handling of the situation. I only wanted an apology or acknowledgment. Instead, C kept her attitude, making me feel like I was the unreasonable one. She said she was the manager. When I asked her name, she said, “It doesn’t matter.” Of course it matters—without accountability, customers with real concerns will be brushed off.
C not only had an attitude and failed to do her job, but also made excuses, treated me disrespectfully, lied and acted in a way that I felt was discriminatory.
After call the real manager, C’s attitude changed completely, and she offered explanations—but without any real sincerity. She even tried to convince me that I had misunderstood her, claiming my burger was only ready at 7:42 PM and that she had just called my name before I asked. She said that if no one claims an order, they call again every 5 minutes. By then it was nearly 8 PM, and I still hadn’t eaten. I told her multiple times I didn’t want explanations—I just wanted to go home.
Everyone who ordered after me had already received their food. beef patty was burnt and dry. Although I saw the bun being toasted on a pan during preparation, it arrived soggy, flattened like dumpling dough, and sticky—tasted like undercooked
