Burger King — Restaurant in Mumbai

Dear Customer Care Team,

I am writing to express my disappointment regarding the service I received at your Infinity II, Malad West outlet today at approximately 1:44PM. Please note today is a Saturday, there was a lot of rush at the food court but no rush or line at your franchise.

Upon arrival, the staff at the counter refused to take our order and insisted that we place our order through the self-service kiosks. When we proceeded to use the kiosk, Mr. Suraj (employee no-325382), who was assisting at the kiosks, was extremely rude and unhelpful.

Two of the kiosks had payment machines that were not connected. We were made to wait for them to be connected, but despite repeated attempts, Mr. Suraj was unable to link the kiosk machines with the payment terminals. Eventually, he printed out the receipt and sent us back to the counter to complete the payment.

I fail to understand why customers are forced to use kiosks for ordering and payment when there are staff members present at the counters who could easily assist with taking orders.

When we requested to speak with the manager to raise our concerns regarding both the ordering process and Mr. Suraj’s rude behaviour, it took five minutes for the Manager, Ms. Karishma Lodha (employee number-213753), to come to the counter. When she eventually did, her conduct was unprofessional. She was extremely rude, spoke in an annoyed tone, rolled her eyes repeatedly, and displayed no willingness to listen to our complaint. Instead of offering an apology for the poor experience, she made a phone call in front of us and continued speaking on the phone. She also made a statement to one of the employees "YE PAGAL HO GAYI HAI KYA" Is this how I expect to be treated as a paying customer?

Is this the standard of customer service and training that your staff are being provided? As a customer, I felt disrespected and disappointed by this entire experience. This is not the type of service I expect to receive from any food joint.

I request that you kindly look into this matter and ensure that such behaviour is addressed appropriately, appropriate training is received by your staff so that other customers do not face similar experiences in the future.

Employee Number of Mr. Suraj-213753 Employee Number of Ms. Karishma- 213753

The entire experience was absolutely disgusting. Your staff's behavior and attitude is making me believe that this must be a common practice by them and no one is correcting or addressing this issue.

Sincerely, Dr....

Yesterday we went to infinity mall specially to eat Burger King. While asking at the counter, we were told to order from the app and get a discount. We also tried but for some reason it was not possible. After that, when we went to the counter again, we asked Ms. Pinky to take the order with cash, but when we asked her about the burger, Ms. Pinky got very irritated and ignored us saying that we can get all the information online,Also, they also tried from our mobile but that was not working either. I wasted 1 hour doing all this. Also, why does Ms Pinky, the staff, tell us in front of us that the customer has a lot of tantrums. They judge us by clothes which they should never do because "Customer is king for you".Finally we got bored and ordered from KFC they prepared our order in just 5 minutes we enjoyed it our order was 800 rupees. My only request to Burger King (Infintiy Mall) is that never judge any customer by their clothes because no customer should be judged by their clothes. Today we visited Burger King Borivali Don Bosco where Ms Neelam welcomed us at the counter and after taking our order she personally showed us online and made the order immediately. Ms. Pinky should go to Borivali and learn something from Ms. Neelam, how to deal...

I didnt wanted to give one star also but what to say there's no option such a big brand and outlet at malad inifiniti mall burger was yuck staff was useless illiterated no sense of talking or answering its the taste was disgusting it was not fresh at all ordered two burgers with peri fries ans a coke..with that she gave me one sachet of sauce and two tissues dtz all ...we can afford so its ok but i fired thwm alot what about people who come rarely to eat pver thwre like middle class college students and people who comw hardly to eat over there its just a shame ur providing a disgusting food this is my genuine review seriously go to borivali's outlet i swear u will love their taste they make so fresh burgers with such a smiling face ......burger king should do something about this ..should take an action if something like this happens m not talking talking about every burger king outlet yes there might be few but one of them is this outlet at malad infiniti other wise never had such a worst burger from a burger king always loved it #bugerking #infiniti #malad @burgerking...