Burgur Pakenham — Restaurant in Melbourne

Two stars because the burgers were pretty good though lacking some flavour. However the service is terrible! Called up to order over the phone and went in five minutes after the designated time. The girl at the register took our payment then walked off. Didn’t check if our food was ready or tell us there was a wait, nothing. She had a real snooty attitude too. Waited about 10 minutes, lost my patience and went up to ask another employee what was going on. They said oh she would have told you if it was ready. I said it was meant to be ready 15 minutes ago and she never even checked when we walked in. Then I pointed to some burgers that had been sitting on the counter since we walked in and said I bet they’re our and Lo and behold they were. They handed them over without apology and said see you later and I said where’s our thickshakes as we had ordered two which seemed to confuse the guy then he grabbed two out of the fridge (yes I said fridge not even freezer). I don’t know why you would store a thickshake in the fridge but there were a bunch in there like they were preprepared and they were the worst thickshakes we had ever had. Actually to call them thickshakes is false advertising because they were basically milk with really cheap toppings in them, no ice cream (which is the one ingredient that turns flavoured milk into a thickshake). And the topping wasn’t even mixed in just poured down the side of the cup. They couldn’t even be called milkshakes. Just banana milk. And they were about $8 each, I mean for that you expect a diner style shake not a cup of milk with homebrand banana topping in it. The worst part was they were not even cold, only room temperature. Pathetic excuse for a restaurant that only does burgers and shakes. Lucky they are in Pakenham where they have no competition or they would be screwed. Like I said, burgers are ok but service (and thickshakes) is what will keep us from going back

Update: This is a response to the owners reply, the Donald Trump of Pakenham restaurants with his/her cries of “fake review, fake review”. I highly doubt there’s a rival burger restaurant owner out to take this guy down with fake reviews. I am a local guide who has published over 50 reviews, good and bad, but always honest, of my experiences. Whilst you cry “fake review” I say “fake response “ to every reply you leave for low rated reviews. Your defensive, rude attitude to everyone just makes you and your business look worse. You get the same feedback over and over, yet numerous times I see you call your customers liars instead of taking their honest feedback on board to improve your business. For instance you specifically addressed my thickshake complaint in your reply and claimed I’d lied about that because you don’t even sell those, you only sell “milk shakes” which you apparently think means storing it in the fridge etc was fine. Yet I’ve uploaded a picture of your menu, which anyone can go online and verify, showing you do in fact purport them to be thickshakes. So instead of addressing the issue to do better in future you have called me a liar, knowing you are in fact the one lying and that is easily provable. I don’t understand your logic here? Oh and about the 500 million fake Ubereats and menulog accounts you have set up, which so many reviewers have called you out on, take them down they’re spamming our apps. We weren’t...

My review is based on five separate experiences with this store. My feedback for the owners of this store would be:

Teach your staff how to cook streaky bacon properly. I love the fact you're using it instead of short cut because it offers a lot more flavour, but if it's not cooked properly and the fat is not rendered it is not pleasant to eat. They also need to be able to identify what is waste and what is usable. On two different occasions some of the bacon was 70% fat which, especially when not rendered, is awful.

Your beef patties have a lot of gristle in them. All three of the beef burgers I have eaten had 3-4 pieces that I had to remove while eating. Aside from that they were very tasty.

Something seemed to change with the fried chicken fillets from the first week to the second week. Whatever you changed, please change it back to the way it was. It had so much more flavour and the coating was crispy compared to the flat, bland coating it was changed to.

If you advertise on the menu as 'fries' most people expect french fries. You don't use french fries, which is perfectly fine, but advertise them as thick cut fries or thick cut chips so that people know what to expect. The original fries were thick plank cut which I wasn't a fan of, but it seems to have changed to smaller plank cut which look and taste exactly like the chips at Schnitz.

Running out of things (like buns) on the opening night was okay. Running out of things on the second night was passable but borderline silly. Running out of things after two weeks means people won't come back.

There is still nowhere for people to see your menu online. Your Facebook page does not have a copy of it posted anywhere, and your web site shows nothing except an address and a link to Facebook that doesn't actually work. This is 2017, you need to have this stuff sorted before you open your doors because customers will punish you for it if they have to try to find things for themselves (welcome to 2017!).

Highlight what you can and cannot add/change on the burgers. The menu has no list as to what you will allow to be added to burgers that were on other burgers. For example, egg, avocado, mushrooms, sauces, etc.

My feedback is intended to be wholly constructive and coming from a fellow business owner who understands the genuine struggle of owning a...

Probably the worst eating out experience to date. Not only did my friends burger have a dead mosquito AND a hair in her burger, but the food was cold and the service was absolutely atrocious. I am heavily pregnant and the way the young girl with 10 layers of makeup on spoke to me was absolutely disgusting. My friends ordered first, they sat down and when I ordered my food I specified that I was dining in and sitting on the same table as the people who just ordered. Our friends food came out, they ate and finished their meal and still hadn't recieved my food, we sat there for half an hour after they had finished and still nothing. I went up to the counter to ask if they may have skipped my order by mistake which would have been fine, these things happen, I've worked in hospitality so I know sometimes it happens. That's totally fine, but the girl looked at my and had my dead cold food sitting in a bag on the counter and after I told her that I was dining in and couldnt eat the food as its cold due to being pregnant that is a big no no. So I went and sat back down hoping they would replace my order and bring it to our table as specified when ordering. But no, it didnt end there. She stormed over with the bag of cold food and dumped it in front of me and said in the most disrespectful downgrading manner 'yeah well maybe next time get up and say something'. To which my reply 'I shouldnt have to, you could see I was sitting here dining in with my friends and you obviously had mistaken the order when I specified that' and she continued to stand there with a bee in her bonnet glaring at me'. No refund, no replacing my food even though its obvious that im pregnant and could not eat that food, I had to throw it in the bin and waste my $17. I was absolutely appalled. No apology nothing, all we got was 'yeah ill let the manager know. Absolutely disgrsceful, the conditions of the premises were revolting especially to have a dead mosquito AND a hair in my friends burger. Every empty table had rubbish everywhere. Definitely do NOT recommend this place what so ever. I'll be happy to never step foot in their store again! Should have gone next door to nandos. What a...