Fatburger Langley — Restaurant in Township of Langley

After the fiasco we had tonight and the time before we wont be coming back. Usually we order skip the dishes way as we do it on our way home. The first time we ordered, it was a mess when we got there.First server didnt know how to access the order and was very confused. They called over the manager (who I assume was the manager) who was just sitting down and talking with someone to figure it out. Manager sighed as she did it and after 10 minuted in the end we realized we didnt even get the drinks. Burgers were alright. Nothing special for the price but not McDonalds so wasn't too bad.

The second time now, our friends ordered with us. It was such a mess. Once it arrived ,They had forgot half our order, and as we phoned to ask about it, the server told us that they "forgot to punch it in and we stop taking orders at 8:10". I have no idea what the time has to do with anything when we ordered before that time and half of what we PAID for was missing. We confirm in the phone to grab the rest of it now (which completely defeats the purpose of delivery but w/e). Our husbands go down and are then told "oh we thought you were coming tomorrow to get it because we close in 10 minutes." I'm sorry ? What? Why would I order and PAY for food and come pick it up tomorrow?

Besides them reluctantly making it and glaring at us the entire time, we get the food.

When we finally open it all together , the one burger looks like it's been sat on, isnt even holding together enough to be able to eat it and the order two burgers are dripping so profoundly its impressive. The salad with chicken I had ; within 30 minutes made my stomach very upset. 3/4 of us have been sick now within 2 hours of consumption and the overall experience has completely turned me off of using them. It wasnt even my money the second time and I was so appalled at how they handled the issue and how bad the food was ,its completely disappointing. This food is not cheap and was a treat for our friends who are in school to eat. This was an $80 food hassle for sub-par food, sickness and attitude.

Customer service really needs to go back to the drawing board at...

We placed an order through Skip the Dishes, and if you can believe it, the burgers were missing. Yup.... the burgers from Fat BURGER. Not only did no one notice or call us, we accepted the order and once you do that, you have to reorder through Skip to get them replaced. After 30 minutes of trying to do that without paying again. (Note, call SKIP directly. They don’t give you a number to call, or option to directly contact them when this happens. You attempt to chat, but if they are busy angering other peoples questions, you wait. The lady who finally phoned me said that we should have googled the number and called for faster service.... wow, thanks hey? An app service that speaks to you like your stupid for going through the app prompts they give you lol 😂. We did call the restaurant to discover they had no idea how to get a hold of SKIP and deal with it, and said it was up to us. The night shift supervisor was totally unhelpful, didn’t care at all, just said it’s not his problem, it’s mine and they will wait to hear from Skip. He gave me no options for a credit or refund either. Went back waiting on the app and after over 30 minutes, we opted for a refund. The restaurant said they would only refund the burgers. The rest of our side orders are ruined and cold. Our kids didn’t get to eat, and they didn’t even offer any kind of apology or compensation. Not that we expect anyone to profit from a mistake. We get that. But we were of no value as a customer who spend $80 on a family meal and didn’t get the burgers. Most restaurants at least act like they care and take pride in their service. Not shrug it off like, “well we’re busy, and the other guy is new”. Most managers would say “I’m so sorry, there’s no excuse to be missing items, let along the BURGERS, we always dbl check, we value your business and would really like to have you come back, please take an extra credit for a free burger or milkshake SOMETHING tangible to show you value your customers. Super disappointed in this restaurant. We were really looking forward to a family movie night and this was a treat gone...

I ate here with my son and husband for dinner. My husband had a burger, my son a burger with a poutine, I had a burger patty with nothing just the patty. After waiting 20 minutes for our order, only my son and husband got their meals. They did not make my patty! I waited another 15minutes for a patty. My husband went up several times to figure out what was going on and none of the staff could say anything. Once it came out, I got a quick sorry but when I said this was unacceptable the lady said very snippy, "I'm not the one who made the burger". This was very rude. I came to enjoy a dinner with my family and got treated like garbage. I was told it was a fault in their system for not picking up the lone burger. This is fine, mistakes happen, but then apologize sincerely and make it right. Then the next lady came and apologized to my husband when he clearly said it was my burger. She wouldn't look at me and continued to cut me off when I would talk. Complete disrespect. All I wanted to say was that I was very unhappy with the way they were handling the situation. Then a other lady came over. Her name was Destiny. She actually apologized to my face which I was happy to see. I told her I was not happy with the situation and that I understood that it may not be anyone's fault but in the end their company was at fault and should fix the mistake. She offered to talk to the boss. I said, yes. She came back to tell me I could have a free burger at my next visit. I thought this was fair and accepted. I'm glad they were able to fix their mistake but to have to basically demand it is just bad service. The customer comes to an establishment to have a joyful experience and when that is not met there is something wrong with the establishment and someone higher up needs to fix it. I guess it's not exactly easy to keep fast food...