Burger King — Restaurant in Hamilton

Customer Feedback Regarding Service Experience

On September 11th at approximately 8:30 p.m., I visited your Burger King location for the second time after picking up a friend from the airport. Unfortunately, both visits resulted in an extremely disappointing experience.

It appears that if a customer is not in a vehicle and using the drive-thru, they are essentially ignored. On both occasions, I stood at the counter waiting for someone to acknowledge me—whether with eye contact, a greeting, or simply a “I’ll be right with you.” No such acknowledgment was made. This left us feeling invisible and disregarded as customers.

During this visit, I had a senior citizen with me, and we simply wanted to order drinks. Instead, all of the attention was directed to the drive-thru, suggesting that in-store customers are not a priority. The lack of basic service and courtesy was unacceptable.

As a former Burger King manager in my youth, I was always grateful for the training and opportunity the company provided. However, it is disappointing to see how far the standards have fallen. Beyond the poor service, it is disheartening to see that young people in Canada no longer appear to have the same opportunities to work at Burger King, missing out on the valuable life experience that an entry-level job can provide.

To make matters worse, we nearly completed a debit card transaction, only for the staff member to walk away and continue serving drive-thru customers. At that point, I canceled the payment and we left. This experience was frustrating enough that I will likely avoid this location—and possibly Burger King altogether—in the future.

Burger King needs to do better. The level of service I experienced was unacceptable and far below the standards I once knew the company to...

Very clean, orderly location, even before COVID. With some issues unfortunately.

I went here on a few occasions and the last time I was denied the use of using more than one coupon. It seems like this happens purely at the discretion of the person taking your order because sometimes multiple coupons are accepted and other times they aren't. The one coupon per customer limit is extremely irritating, not to mention makes no sense. Burger King - and every franchise location in turn that does this - is limiting the potential of how much a customer spends. I could literally bring multiple people with me, hand them whatever i'm using to pay with, plus another coupon, and there you have it. Same result.

It's similar to the nonsense that goes on at Michael's, the arts and crafts store. They have basically the same policy for coupons. Bring a friend, perhaps a couple? Then coupon away to your heart's content. It's actually quite funny. If someone uses multiple coupons, it's.... err? Probably because they're purchasing a lot of food. The coupon limit can have an easy workaround by simply bringing more people with you. This is as much of a review of this location as it is Burger King as a corporate entity. In fact it's what I did once. Denied the use of 2 coupons and promptly told the other person in the car to come in and use it along with my Debit card really quick. Please stop this silliness and if someone comes and uses multiple coupons, let them. Their money is still the same. Being spent at...

Tried to use a two can dine coupon on my phone. The Burger King website was down and keep saying "Oops something went wrong." I ask the staff if I could still get the coupon as it is not my fault that their website wasn't working. They said no they needed the code. Well I saw coupons sitting right by the till so they knew what the code was yet refused to give it to me. I don't know how it is my fault that their website wasn't working properly. I tried many emails and none worked, so this is not my issue. The least they could have done was used a code from one of the coupons sitting in front of their till. This is very poor customer service. I have worked in the service industry for over 20 years and have never experienced such lack of interest in helping a customer. Considering you are a new business, you think you would want to please the customer. If I go to McDonald's and something isn't working with their website, they know it is their fault and will honour my coupons. Go...