Burger Factory — Restaurant in Ontario

(2025/03/01) My pick-up online order was rejected again, not the first time. It is annoying to see a restaurant rejecting your orders. If they do have some legit reasons, why not put a note somewhere online before customers place their orders? Also no update so far for the Loyalty Card System, obviously their management is not as good as their food quality, disappointed.

(2024/09/27) Just got a phone call from one of their staff, she explained clearly to me that how their Loyalty Card System works. Actually it is not fake, but there is a hidden condition. In short, you can redeem 300 points for a $3 discount on your order if it is more than $20 before tax.

Thanks for the explanation, but I still think they should specify the condition somewhere on their online ordering website, to let customers understand how everything works. Also this system is nearly useless for someone who hardly orders more than $20, so improvement is definitely required.

(2024/09/22) At the end of my last visit, one of their staff told me that they would keep me updated about their Loyalty Card System. I even gave him my phone number. Two weeks gone, nothing. Maybe they do not want to spend time and effort updating the Loyalty Card System, ignoring this is not good. Considering there are other options nearby, I might not want to come here until they decide to actually do something on this.

(2024/09/08) The Utility or simply the cheesesteak sub is more expensive than the usual items, but worth the price to me when looking at the toppings. The Poutine though being okay, did not prove itself for the extra charge. Cheese curds and gravy are there of course, a Poutine is a Poutine.

The Loyalty Card System on their online ordering website, is FAKE at the moment unfortunately. You do earn yourself some points after placing orders, but there is no way of redeeming your points for anything. It seems that I am the first guy to report this to the restaurant, maybe they need to update their system. I do not know what they are going to do, we will see.

(2024/08/30) All Lucy burgers come with a stuffed burger patty, I do like them, but probably not everybody's cup of tea. I would recommend a normal burger patty for the first visit. And the Tornado Fries, though with a higher price than normal fries, did not impress me. Simply a bunch of chips threaded on a long stick, not recommended.

(2024/08/22) Initially I thought this was just an average burger restaurant, but then found out that I was totally wrong. Proper buns, proper burger patty, proper chicken patty and proper fries. Daily special combos available as well to make it more competitive, just awesome. If you love burgers, you will...

Full disclosure: ordered off UberEats

We wanted to give Burger Factory a try after seeing all the positive reviews. We ordered two combos of the Crispy Chicken burger, one with sweet potato fries, and the other with a poutine, as well as an Oreo milkshake.

First impression visually was mediocre. The burgers were decently sized, definitely larger than most other burger joints, but upon opening the wrapper, it was just a mess. The condiments and toppings were splayed everywhere like a Jackson Pollock painting, super disorganized, and not spread evenly.

The pieces of chicken were too small for the bun for one burger as seen in the photo. It was like Moses parting the red sea, there was so much empty space. The other burger was only slightly better in terms of presentation, but at least the chicken was adequately sized.

Taste wise, the burgers were alright, not much in terms of seasoning but the condiments made up for that. The chicken was pretty dry but at least it was cooked thoroughly.

The poutine was for the most part, good. I'm the kind of guy that enjoys a lot of gravy and cheese curds in my poutine and I was pleasantly surprised that they gave a generous amount of both. It wasn't soggy either. The only dislike was that the cheese overall was not 100% melted and there were bits of cold unmelted pieces.

The sweet potato fries were good taste wise, but they were soggy. We will attribute this mostly due to using a third party to deliver the food and not being eaten right away, but still disappointing.

Lastly, when we received the food, there was no straw for the Oreo milkshake and no fork for the poutine. Pretty inconvenient. I mean, they already separated the poutine in it's own sealed paper bag, might as well throw a fork in there before you staple it shut. And no straw for a milkshake, that's just bad awareness.

All in all, it was okay. I will give them the benefit of the doubt and assume it was just a one time thing and I got dealt a bad hand today. I will try them again in the future and see if it improves, which can't be too hard as the bar was set...

Reconsider the closing staff of Tuesday August 17th, 2021. 2/4 of the staff working there were okay, the other 2/4 are unprofessional. The incident occurred around 11:15-11:35PM.

Ask the 4 staff members who were working there that night; they will remember the incident as ‘we are done with funnel cake’.

As soon as the food was ordered verbally, all of your staff started laughing and the atmosphere was uncomfortable.

The bad side of your service staff was the younger guy who took our order using the microphone and the female employee, who kept staring at us while laughing.

At times staff would be absent while pick up order customers came in, and then the man working the sweets counter would have to call the other staff to give the orders. This is understandable because it’s close to closing time.

The good side of your service was the man grilling our burgers with the glasses and the man who was at the sweets counter. Although they laughed, they were minding their own business and stayed somewhat professional.

Even though we were told that there is no more funnel cake, the man with the glasses gave us free funnel cake, most likely for the somewhat bad service we got.

I never have felt the need to go out of my way to write an overly critical review of a restaurant that I decided to try for the first time on a whim, but this review is needed so that hopefully the business owner is aware of what some customers might be walking into.

The food was good, no complaints there; however, asking for good service isn’t asking for too much.

I know that working in a restaurant isn’t most people’s dream job, but that doesn’t mean that staff should bully customers because ‘[they] said...