Fatburger West Broadway — Restaurant in Vancouver

My wife called at 3pm for pick up orders which was asked to be ready at 5pm. However, when I arrived little bit after 5pm the food wasn't ready. Maria, a supervisor said they are about to start to prepare now and it will be ready in 5 mins and literally throw chicken wings into the frier. The tone of her voice was very rude. I asked her why the order is not ready even though we called 2 hours ago. Maria's voice was high and almost yelling at me. She said they were too busy and have no time to started. She turned on and blaming me even though it was their fault. She was extremely rude and her customer service was very unprofessional. When I asked her I would like to speak to the owner as she's not even listening but yelling at me. She kept saying owner is not here, only comes when he wants to and refuse to provide the contact. I asked her to stop cooking as I want to cancel the order. She said okay but she definitely taunted me. What is wrong with her? I will never visit this place next time as it wasn't the first time we experienced same issue. First few times, I just thought she was having a bad day. But it's very obvious that she is just so rude. Not only her but also the cashier was very very rude and have a dig at me. As I can read the review from other customers, it's the continuous issue at this store. Both Maria and cashier needs to get customer service training before working on the floor. It was extremely unpleasant experience. I work around the restaurant, I'm going to tell all of my colleagues and friends not to go this place. Please avoid this restaurant unless you want to experience that I had and ruined your dinner. P.S. If you HAVE to go this place, double checked the price!! I canceled the order from here and ordered exactly same items from different location, they charged $11 less. I guess cashier needs to be honest...

Update March 20,23 Still no response from the owner. The speaks volumes. Please don't go support a business owner that doesn't care that a customer got sick from their food.

UPDATE: The owner asked me to forward the details of my visit with date, time, my contact info so they could contact me directly. I did it right away as requested. The owner has not contacted me back, no further contact. Obviously this indicates the owner doesn't care. The two of us that had beef burgers got sick a couple hours later, like food poisoning sick. The person that ate chicken was fine. The owner doesn't care. They didn't even have the decency to contact me back after I followed through with the request for information. DON'T GO HERE!

Original review: I've been to a different location Fatburger, Langley, waaay better. Here, there was no smile from the order person. Got slightly annoyed for me saying what I wanted ON my burger rather than saying what I didn't want from the toppings list. Communication between the order person and kitchen was minimal instead of "the Fatburger way" where they yell the orders back and forth and communicate with fun ... it's part of the experience! That experience was definitely missing. It seemed not really clean in the store, and cluttered. I know it's a small store but it seemed uncared for. I didn't get the toppings I wanted. No banana peppers, no onions. Fries where undercooked. I asked for them well-done. Burger wasn't great, slightly tasteless and something on it was too salty. Two hours later both of us that had burgers were sick. Slight bit of food poisoning. The person that had chicken is fine so far. Fatburger Broadway...

We order tonight a one meal of burger with cheddar and mushrooms and bacon and two onion rings and one king burger not even 10 minutes our foods are ready the onions rings are good except the burgers not juicy and not hot you can tell the butcher meat is already done and I called the manager upon leaving the stores she kept yelling immediately and her mouth is non stop like a machine gun and can’t even listen first and keep saying she doesn’t buy it I told her we are not mad and we’re not asking for any free foods so don’t be mad be professional and listen it’s good to have a customers that are something wrong but she’s not good like a person with no education she needs a management training and good manners and right conduct and she told me she is there on the back I know check the camera is around 720 yo 730 pm October 11,2023 be a Normal person and respect all customers and listen just don’t keep yelling to the phone like a non stop...