Burger Factory — Restaurant in Richmond Hill

I don’t think I’ve ever taken the time to write a negative review, and doing so pains me to be honest. My family and I attended this restaurant and were initially very excited. The atmosphere was modern and the menu looked delicious. We placed our order for three at a cost of just under $70 which seemed high, but at the end of the day everything seems to be more expensive these days and I’m willing to pay for good quality food. When we arrived there was nobody present to take our order, we waited for a few minutes and then eventually rang the little bell they had placed on the counter and eventually someone came out. The staff member really didn’t seem happy to be there and honestly we sort of felt like an intrusion just placing our order. There were other customers waiting for their orders who looked visibly frustrated but we placed it anyway. Then we waited for nearly 30 minutes. We ran out of time to eat and eventually asked to change our order to take out as we had a previous engagement to get to. Eventually the food came out and we left. The food itself wasn’t good. The chicken sandwiches that we had ordered didn’t seem to be fully cooked, so we had to throw them out. My sons hamburger seemed fine and he did enjoy it. For what we paid, it was very disappointing and to ultimately have to throw most of it out was really really disappointing. Maybe we just went on a bad day but not sure I’d recommend them given our experience. Food service is a really hard job and I have nothing but respect for the people who prepare and serve our food. I really hope this restaurant...

I decided to come by for a Friday night dinner with my brother after seeing Burger Factory on our last visit to this plaza. The location is modern, clean, and spacious, with several tables and booths to sit at. Parking is plentiful given the supermarket and numerous food spots in the complex. Matthew (another one!) was friendly and guided us through the menu as it was our first time at this spot, saying that the most popular orders were the Juicy Lucy, Cheeseburger, and the Utility Steak items. They also had a November special in which you get one free cheeseburger upon purchase of a cheeseburger combo. My brother decided on the cheeseburger combo while I got the Juicy Lucy combo, both with fries. The burgers here are all 5oz for a regular, which is nice to see as most spots I've seen are 4 oz for their standard burgers. We grabbed two canned drinks, sat down while our orders were kindly brought to us. The burgers were loaded and were made fresh - from the sesame bun, to the crunch of the onions, to the juicy patty. This was a wonderful burger with all the staples. The stuffed cheese of the Juicy Lucy was only towards the middle of the patty, so next time I might opt for the Cheesy Lucy instead for even more goodness. The fries were crispy as well, and did not include any ends. A special shoutout to Matthew as he checked up on us to make sure we were stocked up on condiments and that the orders were good. We even received some ice cream and due to the recent grand opening, a coupon for our next visit - which we will for sure be taking advantage of. Glad to have another burger spot to...

I order my lunch a head of time via Burger Factory App at 15.15 on july 8th 2024 and went inside the store after 30 minutes, store was empty so I thought my order must be ready, when I approached front desk I could her online order beep on the computer, I rang the bell on the counter to get my order employee showed up lile he was pissed or having a bad day, no greeting no smile just pissed blank face atitude.I ask about my order he said was it online order I said yes he said oohhh this your order I didnt hear it at the back so I didnt make it.He ask me if I still want it I was upset I said ofcourse i do im hungry and partner too, so he accepted our online order and went back to make it. He also said I am the only one in here so that is my reason of not hearing ur order. Another lady came and she stood for few minutes because no one was there to take her order. Another gentlemen came to order he did not tell him about combo and sold him expensive meal. Any how when he came back with my order after 20 minutes wait I ask him what are you doing for making up for the order delay he was again blank face! I was look dude you need to learn how to do customer service than he said yes you have a point what do you want, I ask him to give me a milk shake. He made it but honestly with this customer service i would rather stay hungry or go to next door restuarnt rather than facing this rude attitude. Owners of the stores should know what is happening here he is making your business look bad and he is doing this job very well. Horrible...