The Burgerstory — Restaurant in Galway

I don’t usually write reviews, but my experience with this restaurant was so bad I feel like I have to. I’ve used to enjoy going to this restaurant but after the recent experience, I will not go back. I had ordered food online, unfortunately they had run out of the Plant based burger. That was frustrating enough as I was left without food and no substitute, but a handwritten note was added where I was told to text them on Instagram to request a refund. After receiving one reply by their team, I did not get any further response on how I’ll get my money refunded. After two weeks and multiple messages sent, I started calling the restaurant instead.

Every time I called, I was told the same thing: only the manager could process refunds and they will give my name/number to the manager. The staff clearly started getting annoyed with me, which was honestly infuriating because I was just trying to get back money I was owed. After days of this back-and-forth, I decided to use up my time and go to the restaurant.

They promised me that I’d get a proof/confirmation of that they processed my refund as the manager wasn’t around. I was told I would receive it by the next morning, latest in the afternoon. Unfortunately, that didn’t happen. I ended up having to go back in again. Around two days after I went in the first time. We had to wait for the owner to arrive and finally handed me my refund in cash.

This whole experience was a nightmare. No one seemed to care about helping me or fixing the problem. It was a waste of time, energy, and patience. As a small local business, I’d expect a better customer service. I was left without food and my time was being wasted for over FOUR weeks. I did not get any...

Food: We have ordered 2 different types of Chicken burgers ( Maple & Chipotle Chicken Burger and Crispy Fried Chicken Burger) and had to wait for far too long to get served despite the fact it was not that busy at all. When we finally got our orders it was mixed up so ruined our taste and expectations. Chicken was dry and due to mix up we tasted both and had no real difference at all, apart of the sauces.... Small portion of average chips (fries) also did not improve the overall impression. Service: Waitress was very polite but if you are sitting outside you have to go in and order by yourself?! We also ordered soft drinks, Coke and Fanta and got them in cans, no glasses?! Atmosphere: Being fully aware that it was one of the rare days with sunny and very hot weather, we couldn't sit inside since there is very limited space and no air condition or fans which made the inside area very sultry and hot. They have a nice seating area outside but without parasols, so we sat outside but the furniture (plain wooden tables and chairs) were clearly not cleaned regularly. Another thing I really didn't like was a fact that there is only one working toilet (out of 2) creating queues. Open kitchen next door and waiting area full of various boxes, buckets and canisters used for food preparation just adds up to overall...

I would like to believe it was an off night for Burgerstory, especially since I see so many positive reviews.

We ordered our food at 8pm, and didn’t receive it until 9pm. We got 2 burgers and a side of fries. I feel very sorry for the 2 servers who were trying their best but were clearly stressed with the amount of people waiting for food. When we sat down outside, there were at least 6 different parties that were already seated and waited just as long as us for their meal. Some people left their food out on tables when leaving and the seagulls were quite crazy. It was a stressful experience overall.

We weren’t in a huge rush so didn’t mind sitting outside for a bit, but we did start to get irritated when we were hitting the hour mark. The food is your typical smash burger- it’s nothing out of this world but it was a good burger!

I hope the restaurant can hire more cooks or do something to avoid an hour long wait. I think they do a lot of take out since a few people went in and quickly came out with a bag of food. I would give them...