Broken Hearts Burger Club - West End — Restaurant in Brisbane City

This is the first time I have ever written a negative review. On two occasions when I have tried to order a hamburger at Broken Hearts, there has been no one at the counter to serve me, and I have stood around waiting for several minutes for someone to serve me (the only customer in the shop). The first time this happened, I gave up and left without placing an order. The second time was two weeks ago. One of the staff was sitting next to the counter, with her back to the entrance. I presumed she was on a ‘break’ as she had headphones on and was on a laptop. There was no one else around, so I waited in case someone was in the kitchen (there is a camera which I guess must show anyone in the kitchen, that there are customers waiting). No one appeared. I eventually called out “Hello?”. The girl with her back to me, turned around and just looked at me, so I asked her, “Are you open, because no one has been around to serve me.” She looked unimpressed that I was interrupting her. She looked into the kitchen and then sat back down again, with no explanation that someone was coming or an apology for the delay in customer service. Eventually, another girl came out from the kitchen and took my order. I told them I would duck into Woollies to grab some groceries. When I returned, the other girl was still sitting on her laptop and no one was serving at the counter. I could see my packaged hamburger sitting on the kitchen bench behind the counter. Once again, I stood there waiting for a staff member to serve me, but no one did, so I eventually had to call out again … and eventually the girl working in the kitchen came out. I then decided to sit outside to eat my hamburger, and as I was eating a burger, a man walked into the shop to place an order. The exact same thing happened to him. He was completely ignored by the staff mbr on the laptop, so he stood there, waiting and looking around to see if anyone would appear to take his order. He waited for ages before anyone appeared and he looked just as shocked by the complete lack of service as I was. Thankfully, the hamburger was really tasty, but the customer service was nonexistent. The staff mbr on her laptop should have had the professionalism and customer service to at least acknowledge customers and explain that she was on a break and that there was only one other staff mbr who would appear in a...

Wow, Soo much to say about this burger chain and sadly not good. Was really looking forward to trying Broken Hearts Burger Club too.

First off, signage, how are we supposed to know what the difference between the classic and fancy if theres no written or visual details on the ingredients? When I asked the staff they unenthusiasticly replied the fancy has lettuce and tomato. How is that fancy?

We ordered 2 fancy burgers for over $30 (no chips or drinks) , they arrived 25 minutes later even though there was only one other customer there. The buns were dense dry and cold. Meat also flavourless, cold and dry, like it had been sitting out. Tomato was pale and not ripe, the pickles were the only good thing on that burger. Hugely lacked care and flavour. Not sure what the other locations are like but it seems they didn't invest in the execution and quality of the end product at this one. Tasted like there was no pride, passion or effort in it.

Extremely underwhelming burgers, unenthusiastic service, zero atmosphere. Would've asked for a refund as we couldn't even finish the burgers but couldn't bother as we just wanted to get outta there.

Save yourself the trouble, go to Bettys burgers or...

Ordered afew burgers ($98.00), also ordered a Tender Snack Box, I did this all online. The photo shows chips and 3 - three, that's 1, 2, 3 chicken tenders. I have many mouths to feed, so I figured, 3 is good, but I wanted more, there was a option for 'Extra Tenders' plural, S. For $3.50, so one would assume, the word tenders would come with, more than 1. If it was just indeed 1 tender that was extra, it ought to read 'Tender'. Anyway. To my surprise and disappointment, I recieved the tender box, with alas, only 3 tenders as aforementioned. Thinking this was a mistake, I called the store and queried the situation, the lady staff worker said "Oh yeah I know it shows 3, it's actually two, and extra tenders is 1, so you get 3, I've told them about it but they aren't fixing it'.

How deceiving. You show 3, you ought to give 3, you say 'tenders' it ought to have it's natural and ordinary meaning, being plural - e.g; more than one.

I used to order here almost every Friday. Not so sure anymore. Disapointing.

Also, the tenders were pretty average anyway, but that's not the point, it's the principle...