Hero Certified Burgers — Restaurant in Toronto

I tried to order on the online app, but it mentioned that this store location was closed, which was strange because google said it was opened. So I called the store and was able to order over the phone with a young gentleman.

I ordered two burgers (one of them was on a gluten-free bun) and when I opened the burgers they had made a mistake and switched the bun on the two orders. My husband's burger which had different toppings than mine had the gluten-free bun, but it was supposed to be for my burger. Luckily I checked before leaving the plaza , as I was actually starving after breastfeeding my newborn baby, that I was going to eat it in the car before heading home.

So I went back into the store and explained to the young man that there was a mistake with my order. Instead of listening and apologizing for the mistake, he interrupts me and insisted he didn't make a mistake. Until he went into the garbage to retrieve his notes and realized in fact it was a mistake on his part. He still doesn't apologize for the mistake and inconvenience, instead he grabs my bag of the two incorrect burgers from me. I asked are you planning to throw out the incorrect burgers, because I don't want to waste food, my husband can eat them since he doesn't have a food sensitivity to gluten and doesn't mind the toppings I got. He said no, he will eat them, and continues to take them into the kitchen.

I was pretty mad at this point...more like hangry lol.

Some advice for future... I'm no expert at customer service, but I'm pretty sure the least you can do for an unsatisfied customer is give the incorrect order to the customer for free, since I'm sure you will just be discarding it since I had already opened them and contaminated them with my hands. (Hello,..COVID?!)

First of all, the reason we ordered in advanced was because we were super hungry and wanted to go home early to put baby to sleep. So if the free burgers were given to us, my husband could have started eating while I was holding the baby waiting for my burger, to save time. You really should not inconvenience new parents!! We are running on lack of sleep and energy.

For this young man, not only disrespect a paying customer of not acknowledging/having remorse for his error, but also not offering any form of compensation is not acceptable at all. 😤

We had to wait another 10mins for the correct order. And not to mention, this location was very unpleasant to sit and eat at. The seats were all worn out/ damaged and the floors were super sticky. 🫤

The only thing good that came out of this that I can comment was that the burger actually tasted good. Lol not sure if it was because I was super hungry or what. But the gluten free bun was super soft this time. Usually at other locations I have gotten the gluten-free bun and it was hard, so good job...

Hero? Not my hero, the villains must have taken over. There are problems I've noticed from the top down about this place. Its been years since I've come to this place and the quality has certainly dropped off a cliff. The only good thing about this place is that its clean. That being said, the food, outside of the sauces, are not good. Rubbery bread, cheap tasting (probably frozen) fries, and tiny portions for the high price of all this low quality food (tiny chicken breast in the burger bun (very thin and only 3/5 the size of the bun), pop (only 3/4 full), etc. When I first had hero burger years ago, I remember it felt a little expensive at the time but you felt like you were getting quality and decent sized meals. Now many other resturants have caught up and offer antibiotic and hormone free food and have better quality stuff for their prices while these guys went the opposite way. Their menu is huge now but their quality is bad. Other than that this location needs to put more effort into putting care into the food being cooked. Undercooked onion rings are horrible and also no one wants cold food. The owner should have food sitting in a warmer bag and not under the a/c for pickup orders. Also the orders need to be checked more often for mistakes. These things demonstrate a...

We went late Sunday evening and the restaurant was empty. Super clean and well maintained. We opted to eat in. The food was very fresh, all orders were cooked per order and served at the table we were at. There was a misunderstanding with the drinks. We ordered 3 combos and thought we had ordered an extra drink but it wasn’t on the bill so I went up to order one extra drink but the machine didn’t tap so I sent the order to the counter. The girl was in the back and hadn’t come back out so when she did I told her I had placed an order for an extra drink but was told we had ordered 4 so she cancelled the order. The owner comes in to settle the cash and noticed there was 1 drink ($2.50)? Not paid for, he just circled our table 4 times looking at our orders but never said anything. Finally he came over to tell us we had a drink we didn’t pay for 🫣. We were more than happy to pay cash we just had so much confusion about it. I personally thought the situation could’ve been handled from the first time the owner came over, he just never said anything. Full disclosure outside of that and one of the combos never had the poutine upgrade but she had fixed that; it’s a very beautiful, clean, and...