Burgerfiend — Restaurant in New South Wales

The online order didn't provide a time prior to paying, which was then 1hr 15. I then called into the shop and asked if it could be brought forward as we didn't want to wait that long and the female who runs the show carried on and said have you seen how many dockets we have here, you are being rude. Well aren't you a polite customer focused business.... fix your online ordering system. I don't normally post online reviews but your female at the counter was lovely but the woman who runs the show needs work.

Considering I can't reply to your over worded response & inaccurate details contained in it. Yes I am a business owner, and I can say in the 10+ years since I have been a business owner, I never raised my voice like you did to me in your shop. Yes I deal with customers & clients who are frustrated, upset and angry but Not once have I raised my voice at them. If you think that dealing with them the way you did to me is fine and can fob it off saying that I shouted at you.... well that is not accurate.

I didn't expect that my food would have been ready in 15 minutes and not once did I say this. I actually tried to call after my partner said it was going to ready at 7:45pm and couldn't get through on the phone so I thought I would stop by on my way through town and see if there was an issue with the order system as it wasn't expected to be that long of a wait.

Yes I was disappointed about the time frame for the order (which my partner explained to Matt, that it didn't show on your online order system) & yes I did ASK about a refund as we had plans and wanted to eat before 7:45pm but not once did I raise my voice or shout as you suggest or speak to your staff in a bad manner. The only person who raised their voice at anytime was yourself & in fact one of your other customers approached me outside saying the same as me. Yes I did ASK if it could be brought forward but again not shouting as you say. Not once did I speak to your staff poorly and even thanked the young girl on the counter for trying.

But anyway that's how the story goes & I guess judging by your reply to my review you'll be waiting as long as I will...

We came for lunch after spending a couple of days in the Hunter Valley wine region. A couple of people we met recommended we visit Burgerfiend. I had the "Bellbird" and hubby had "The Fiend" Hubby's patty was cooked all the way through (overcooked) even though it's advertised as being cooked medium with it being still slightly pink in the middle. He was disappointed, as he was really looking forward to a nice juicy burger.

My chicken burger had a nice crispy coating, the slaw was good, but I could not taste the accompanying sriracha sauce. It was way too light in flavour to make an any impact or compliment the chicken.

We also ordered a small side of fries to accompany our burgers. Great size portion that were crispy and fresh but unfortunately were way over salted. We constantly had to drink water the rest of the way home.

The burgers are big and filling and presentation is excellent, but a little more attention to the sauce flavours and the cook time of the beef patties could make a huge improvement from being just an average burger to an amazing burger.

But, overall not bad burgers for a small...

Approached the staff member on register to enquire about their gluten free options. She explained they could do gluten free burgers. I asked if they were coeliac safe or not, she then rolled her eyes and with obvious annoyance, told me that they were made in the same area and slid across the same surfaces so if I’m coeliac than don’t bother. I’m fine with being told things aren’t safe for me, which is why I ask. But the attitude and complete distain for me was really quite shocking. I know gluten free people can be annoying as customers, but I can’t help that I’m coeliac, and I need to ask questions about cross contamination. Even if the reply had been delivered with a smile and a small measure of friendliness, it would have been fine! But I would suggest that if you’re not going to offer true safe gluten free options, than perhaps don’t bother at all? I’m sure the normal burgers are amazing, but I can only review from my experience with service and dietary options...