BURGER URGE — Restaurant in Queensland

I don't normally write bad reviews but the response I received from the manager at Earlville Burger Urge tonight was so disappointing. I dined with a Service User and another SU and her Support Worker. We attend this Burger Urge quite often with a group. Myself and the person I was supporting each ordered Dirty Fries, $26 between us. The cheese sauce component of our dirty fries was MIA. A couple of drops at most. There was plenty of bacon, but no cheese sauce. The fries were very dry and it was at best a $13 bowl of dried out chips. Unfortunately, as good as bacon is, it doesn't do much to enhance dried out chips. We each left behind the majority of the meal. I did bring this to the attention of one of the wait staff not long after we received our meal. She offered to see what she could do. The manager then came over to inform us we'd received the correct amount of cheese sauce- 30mls was all that was allowed. I explained I'd had the dirty fries before and 30mls had been a lot more than we received tonight. She stated the chips had soaked up the sauce (then why were they so very dry?) and we'd probably been given too much before and she could get us more sauce but we would need to pay an extra $1.50 each. We declined. Paying extra for what was already an inferior meal would just add insult to injury. But what really annoyed me was the managers refusal to even acknowledge our complaint and her insistance we were wrong. I felt it was unprofessional, poor service and offering even just one small jug of cheese sauce between us would have been a much better solution. So I'm left wondering- was the dried out bowl of chips with some diced bacon on top served exactly as it should have been, as the manager insisted, and is Burger Urge really happy to serve this inferior product? Was the dirty fries I've received on previous occasions really served incorrectly? A pity, as it was a far better product, one I didn't mind in the least paying $13 for. I'm giving 2 stars because the other staff were lovely and our companions'...

We ordered 2 burger bundles via DoorDash, what a mistake. The food was completely cold. The bacon on one burger looked and tasted like it had been cooked hours beforehand, the chips were cold and soggy. Whoever had put the order together couldn't even be bothered to put the lid on the tub of sauce and then decided to put it in the bag on its side, so by the time we got our order cheese sauce was everywhere except in its tub. If that wasnt bad enough despite clear instructions to hand the order to me, the doordash delivery driver just left it on the wet doorstep, without alerting us the fact that it had been delivered.I phoned burger urge earlville to complain about it and was told "oh well there's nothing we can do about it" So all in all a disgusting disappointing waste of time. It would've been quicker and less stressful just to walk $40 over to the bin and throw it in.

Review Update,

Today 25/03/2025 I was very pleasantly surprised by an email I received from Katy, who is part of the management team at the Earlville Burger Urge, I then spoke to Katy, who was sincerely apologetic, and actually listened to what I had to say and understood that in today's world eating out or getting takeaways is a luxury that not many of us can afford on a regular basis, so when you do have it as a treat and it isn't what you expected feeling like you have wasted any amount of money can be upsetting. So our thanks go to Katy for taking the time to...

Your implementation of the shrinkflation method has killed the burger quality , last few times the chicken portion is getting smaller and smaller, today the chicken fillet in the Waikiki was about the size of a chicken strip, the crumbs expanding out over an inch beyond the edge of the actual chicken piece to make it look bigger. The actual strip of chicken was less than half the width of the bun, the pineapple rounds are pretty small and the chicken was narrower than the pineapple round and only just near the length of the bun.... you might want to consider that it is poor policy to try increase profits by comprising the end product quality (by skimping on the chicken) it's no longer an enjoyable burger, its mostly bun n lettuce with the chicken being less than half the bun and because this has happened consistently the last few orders (its clear its not just a one off error, it's deliberate) the outcome is I won't return as a customer, so in your attempt to skimp on the ingredients to make more money you've lost a customer instead. I never used to mind that your burgers were expensive because you got a decent serve and they are nice, but Not going to pay top dollar for half a burger any more, will take my money elsewhere. Last orde waa take away at earlville 9th April 2024 later in evening.

Staff are nice enough, service quick but that doesn't make up for how much the chicken portion has shrunk, it's half the size it used...