Ellis Gourmet Burger — Restaurant in Ghent

Came in and asked for a table by the window. I noticed the table was dirty , asked for a towel to clean it (myself out of good will) and staff was not so amused by it and told me that she was about to do it. Drinks came quick and were good, we enjoyed the Ellis lemonades. After that we waited 45 minutes for a steak and burger and dry crispy chicken bites. Steak was grilled blue , and I enjoy medium rare (wich was not asked) and it was not good at all and definitely not after 45 minutes. Waited another 5-10 minutes for it to be medium/saignant. Was not good at all when confronted abouth it, no apologies for the wait. The only reaction was a really lame excuse why it supposedly happen. Wich was not good , as they work with the exact same lightspeed as I do in the different restaurants I work. (this while a simple sorry would suffice during the wait.) especially as people with a similar order coming in 15m later had their food 20 minutes before ours.

Got a 10 procent discount for food I did not enjoy nor eat.

Never planning to step good again in the franchise.

The student was pleasant and understanding when I asked about the rareness of my steak. The “manager” was not client friendly at all in my opinion. As someone who works in the same branche, rolling eyes is not a way u treat your customers.

A simple sorry (in real life) would have made such an impact on our impression of the place. We were treated (because we felt that way compared to others) as if we are the mad complaining not happy customers.. while it should have been management that could have de-escalate and lighten up that situation by letting us know the food is running late, for example a complimentary drink on the house even if it’s just water. For waiting 45 minutes.

We are sad as my first experience was awesome 2 years ago and today the things I wanted to eat like the cauliflower was sold out (I would say “I’m sorry but xx-dish is not available at the moment but I could suggest xx-dish”) in this instance while standing at the table , she said “x & x & x are sold out” and I only understood that the cauliflower was sold out. Just weird and unhelpful to treat customers like this. I also have bad days but when I’m the face of a franchise I’d carry a smile and make everyone feel comfortable. I did not feel comfortable in the establishment and this while i was in the most comfortable spot of the restaurant in my opinion.

I’ll reach out to Ellis gourmet burgers via email aswell because I think customer care and a certain level of professionalism is mandatory to uphold the standard of this kind of franchise...

I went yesterday to eat to the so called best burger restaurant and i was extremely dissapointed. The service was extremely slow and the waiters weren't friendly or polite at all. Due to the pandemic when you go to a restaurant you have to wait for the waiter to come get you and show you to your table, at least that's what most restaurants do and the paper that stood outside of ellis said so, anyway, I waited for almost 30min for the waiter to notice me, he passed next to me at least 20times and just ignored me, his colleague, a young blonde girl who was at the bar, noticed me but didn't give me any attention either and continued playing on her phone and chatting with her friend. After waiting for so long, I decided to finally go inside and and ask for a table, the girl on thr bar didn't even acknowledge me, because she was so busy gossiping with the chef and just showed me a table. I thought I was done waiting, but no, I had to wait another 15min to order my food and an extr 30min for it to arrive. If the restaurant was full, I wound understand but there were like 5 tables and everyone was served. I got my order and the food wasn't had I had expected. The bread wasn't fresh and it was cold, the bacon was extremely crispy, it tasted like paper and the fries were also cold and tasteless. I even asked the waitress for no onion on my burger and she just added it. I would have also asked for some salt from the waitress, but she was extremely busy chatting with the chef about the rude clients she has encountered and how difficult is it to be a waitress. Before leaving, I decided to go to the bathroom, which even the bathrooms in the different overpoort bars are cleaner. There was paper everywhere, the wc wasn't even cleaned, it was somewhere mentioned that you can find a product to disinfect your hands (nowhere to be found). I don't know, maybe I had some high expectations for the place or...

The first and last time I ever come to this restaurant. I ordered a classic burger with fries. After half an hour the burger came without fries, after another half an hour, and when I got fed up of waiting I went to a waitress to ask for my fries, and she didn't apologize for the bad service. Instead her colleague which was listening to us noticed that I had a soda can on the table which I hasn't ordered from them, and she started ranting that I can't bring my own drink inside, I told here it was by mere coincidence that I had a can of soda already in my bag from the day before, and I didn't intend to buy it for this purpose, and that next time I will take her notice in consideration, but she kept insisting on my "wrongdoing" while telling: "But there won't be a next time!". She even asked me to go drink it all at once and remove it from the table before she can bring me my fries. She said: "I don't want want to see it there anymore when I come back". I tried to change the topic after all this berating I got, telling that my concern now is the fries, she said: "You don't have to speak to me about that as you already asked me colleague"..

I have been to so many restaurants, bars, clubs, and all the varieties in between. This was the rudest waitress I ever talked with and the worst experience I ever had in a restaurant in my life. This girl should never be working in a position where she can be in contact with customers, as she is gonna ruin their meal as well as their day.

Anytime I will know a friend is going to Ghent, I am gonna tell him about this experience, and recommend him to avoid this bad restaurant with bad staff inside.

P.S: The extremely rude waitress is the taller one with blonde her, she mostly serves at tables and as a cashier. Try avoiding her and better save your enjoyment in Ghent by avoiding this whole...