Burger Urge (Mackay) — Restaurant in Queensland

Poor service. We ordered 2 burgers and chips at 7.24 to dine in. We waited until 8.05pm to give them the benefit of the doubt, but everyone around us had eaten and left. The waiter was wiping tables around us and never acknowledged us. We went to ask how long it would be and the bar tender did not acknowledge us. When we finally spoke to the waiter he looked for our order and picked up the takeaway bag that had clearly been sitting there for a while. Due to an error it was marked as takeaway, however we had a table number and clearly asked to dine in. He did not own this mistake. The staff member beside him said 'remember I told you about that', embarrassing him in front of us. The food was handed to us and he offered to put it on a plate, we took it as is and sat down to eat, however everything had gone cold. I went to ask for a refund at 8.13. Two staff members made out that the refund was extremely difficult to do. One even commented that 'oh it hasn't been an hour it's only been half an hour'. Then when I eventually got my money back she asked me to go and bring the food back up so they could waste it. At no point did they own the error or apologize, instead they made me feel as though I was to blame. I have had great experiences here in the past but it appears there have been changes. I am a mousey and non-aggresive type of person, and this experience has made me not want to return. This could have been handled so much better...

I visited on 2 November between 8:50pm and 9:10pm and was left deeply disappointed by the lack of hygiene and service standards. A front-of-house male staff member with a nose piercing entered the kitchen and was seen eating food bare-handed—specifically, a piece of bacon and a fry—before returning to work without washing his hands.

Additionally, a kitchen staff member with glasses and a backward hat handled my post-cooked food with bare hands, I believe he sprinkled spring onion on my chicken tenders, meaning he touched the food I was about to eat with his bare hands, while continuosly adjusting the glasses on his face with same hand. He also discarded a used pair of used gloves, missing the bin and dropping them onto a wet floor. Instead of washing his hands, he picked up the gloves, disposed of them, and then immediately put on fresh gloves without sanitizing.

Furthermore, several plates were left at the pass for an extended period, leading to cold food for other guests. It seemed that the front-of-house staff member had no intention of serving these plates until the manager returned from a break and instructed him to do so. Without the manager’s intervention, the food would likely have sat there even longer.

This review will be forwarded to head office as...

Food was okay, fries were not fresh though. My husband ordered when i was arriving after him so he forgot to order tomato ketchup on the side for me, when we got the food and i asked for it to the person who served the food, he said that he will bring it and i told him them we will pay for the ketchup after we finish the meals. He didn’t come back for 5 mins when we ate half of our food cos fries were already soggy and then after 5 mins a boy came and asked to pay $2 upfront, my husband left the food to pay their $2 even when there was no point of giving it when someone is already in the middle of their eating. This is the only place where i have seen this level of disrespect towards the customers for $2 of ketchup, when someone has already paid $50 for their meals why would they not pay your 2 bucks.Common guys, don’t be that stingy for just a sauce on side. Burger urge burgers used to be really good back in 2020-21 but since they have changed their menu especially for veg options, they have downgraded their quality of the burger buns...