Hero Certified Burgers — Restaurant in Whitby

I've been to a lot of hero burgers. They are all fabulous. However, since moving to Whitby, I've been to this one five times. I don't understand what is going on with the employees here, but they've gotten our orders wrong every single time! I mean, when we go to the place, they ask us what we want, then they enter everything in the computer, then it shows up on the screen for us to verify, then it prints onto the receipt that they give us (full details of the order), and I'm assuming it prints to a copy of the order that goes to the person preparing the food in the back.... It's not like we've had the same staff every time either... Different people making the food and each and every one of them gets it wrong. We've checked our receipts, and they're correct! So like what the hell?! This is so confusing because I genuinely feel like I'm being punked. Some of the things they've gotten wrong : onions in a specifically "No onion" burger. onions and tomatoes in a specifically "No onion and tomato" salad. no lettuce on burgers ordered to be wrapped in lettuce. pickles on a burger where there was absolutely zero mention of pickles at the time of the order. no sauce on the side when we paid for sauce on the side. no dressing with the caesar salad (so basically we got just lettuce plus unwanted tomatoes and onions again).

I could go on but that would be boring.... I mean come on. They even ask you to confirm everything and it's RIGHT THERE in front of me so if they wrote down "onions", I would SAY "hey I think you accidentally pressed the onions button - I didn't ask for onions - BUT ALL THE RECEIPTS ARE CORRECT. Never in my life have I ever visited an establishment where my order was screwed up 100% of the time, every time. We've stopped asking them to fix it because by now we expect that it'll be wrong and we'll just pick off all the extra toppings ourselves or just add our own sauce from home (when it's take out).

TL;DR - severe disappointment unless you like being surprised by what's in your burger. smh WHAT IS GOING ON WITH THE PEOPLE WHO...

Poor customer service, lack of hygiene and zero courtesy. My first time is going to be my last. Stay away and don’t put yourself through a horrible service.

Ordered 3 burgers and 1 family fries online for the first time at 6:40 pm on Feb 19 to be picked up at the Whitby location. My food was not ready when I arrived, the food was served finally at 7:10 pm. It took them 30 minutes since my order was placed, not fast food by any standard. When I was given the food, the bag was stapled and I asked if it had the family fries, the person who was serving me, said that yes, everything is there. As a normal person I trusted their word.

I come home to find they included one small fries, replaced my $11 fries with $3 fries. I was calling them so that they can correct the issue and make the fries while I was driving back to their location. Nobody picked up for 15 minutes. Once I was there, I showed the employee who served me the fries, and told him how unhappy I was with the wait and the fries and now my burger was getting cold at home. He replaced the fries, but no sorry or apologies at all. He showed no regret for breaking my trust, wasting my time - a total of 30 minutes drive back and forth, and the cold burgers that I will have at home. He did not offer any refund nor did he make new burgers for me.

I was going to forgive the initial wait and even overlook no use of gloves. But getting my orders wrong and showing no regret for wasting my time, and ruining my Sunday evening just was not acceptable by any means. This is unexceptionally super incompetent service and experience at this Whitby location. Never going back again! 👎

Update: Ther owner has reached out to me after 2 days and offered to remake my order. This is appreciated and I have update my review to three stars since then for fixing...

This has to be the worst Hero burger location ive ever had food from. I ordered delivery for the second time from this location as it is the only one near me. They put VERY little gravy in their poutines! The first time i got it i assumed it was just a one time mistake (which is why i gave them another chance). Both times, the poutines were extremely dry. There is enough gravy in there to just make your fries SOGGY and no more. Its as if gravy is a rare commodity which has recently increased in value exponentially and only a teaspoonful is enough, the rest is left for the imagination. I get Hero burger poutines often as it is a family favorite and admittedly one of the best, but this particular restaurant is a shame to the Hero Burger brand. Im attaching a picture of the actual poutine (if you can call it that) i had today. Poutines from EVERY other hero burger that i got always have enough of a dark gravy that it pools in the bottom and the whole container is deep brown. Not so here...

I also got a chicken sandwich as a recommendation from a friend, and a hotdog. The chicken was extremely dry and rubbery. The hotdog although listed on the skip app to come with cheese, hero sauce, and slaw, came with ABSOLUTELY nothing. Half of the hotdog itself was burned and charred deeply.

The restaurant had the audacity to include a "review us" card in my bag, and review i shall. I will also post reviews on yelp and through the skip app to warn unexpecting patrons of this terrible excuse for a Hero...