my Burger Lab Seapark — Restaurant in Petaling Jaya

Contacting someone from your team is impossible once an order has been messed up because of a poorly designed customer support system.

My elderly parents and family had come down from outstation and I shilled mbl to them so we had ordered 160 ringgit dinner through your app. When my dinner had arrived, the driver had confirmed that I am the drop off which he should and gave me my meal. Mind you, elderly people have a strict dinner schedule so once I had gotten inside, I immediately unpacked the bag and realized that it was the wrong bag entirely. I called the driver and he told me that this was the bag that was there for him to take. I proceed to try to find a number to contact from mbl and can't find a single phone number ANYWHERE. So I proceed to get in my car and drive to your outlet, spoke to the manager, Syafiqah which tried very hard to explain the situation. She told me to leave general feedback in the app of there is an issue, which is beyond foolish as a business process for someone that had gotten their order terribly wrong. When I proceeded to press on how to contact the team that would issue compensation, they had suggested I leave a Google review or Instagram. So here you go. It's not her fault, you failed to educate them on how to manage a situation like this. I had to request for my delivery money back at least which was met with some hesitation as they were not properly equipped with what to do in a situation like that. Also, once you had re-prepared my order, you still left out my Fries LOL which was noticed as we double checked the bag. The fact that I had to drive to your outlet just to tell you that the order was messed up is horrible customer experience. Damn, I expected more from a premium burger outlet, this kind of experience is more ramly burger stall. You have left a bad taste in my mouth unfortunately, not your burgers, but your customer experience, but here are my suggestions on how to.move forward -

Get a WhatsApp feature/phone number in your app for cases like this. Educate and empower your staff to deal with situations like this. Issue a full refund of my meal.

UPDATE: Mbl promptly reached out to me and issues a full refund of my meal. I am satisfied with the follow up and confident they will follow through on improving their...

📍myBurgerLab 🍔

SAY CHEESE (RM15.90) - A Cheeseburger always hits the spot and makes you smile. That's the Say Cheese! A Grilled Chicken Patty topped with Cheese and Onion Jam. RM10 (set) - Sidekick (AWESOME FRIES: Skin-on Fries seasoned w/ fresh Rosemary & Thyme) & Soda (bottomless)

JOE'S DIRTY BURGER (RM19.90) - Cheese-topped Fried Chicken Thigh, Crisp Lettuce, Juicy Tomato Slice, topped with some yummy Sloppy Joe.

myBurgerLab isn’t your typical burger joint - Over here, classic burgers are reimagined with their patented lab craziness. From explosive flavours, to crazy combinations, to just awesome old-school cheeseburgers, as long as you're in love with burgers, there’s something for you to love here 🤪 The first thing that impressed me was the fact that the burgers are made freshly upon order 🤩 That’s indeed a plus point because not only are the burgers served fresh but you can also customise it and they will make it accordingly!! If there’s nothing on the menu that suits you, you can even DIY your own burger of choice. myBurgerLab let’s you bring out your inner Lab Geek and customize your own dream burger with their 'Hack Your Own Lab Burger' option.

So what’s so special about their gourmet burgers? I personally find their freshly baked bamboo charcoal buns to be extremely attractive and addictive 😎🖤 The varieties are also stunning with crazy combinations such as Peanut Butter & Jelly Cheeseburger 😱

We went for the classic chicken cheeseburger which was simple yet tasty 👌🏻 Joe’s dirty burger was really sloppy in a good way - you know what they say, ‘the messier the burger, the tastier it is’. I regretted for adding on sriracha and curry mayo sauce to my burger because the burger itself was already big on flavour, so the extra sauce made it a bit too much for me and I wasn’t able to relish the original flavour of the burger. But I still had a jolly good time chomping on my burger 😆 the only bad burger is the one you didn’t eat right?!

The burgers here were fantastic but not mind blowing. There’s quality in each burger which I definitely value. The hype hasn’t toned down yet because this place is overflowing with people from opening till closing 😳 I guess myBurgerLab has hamburgled the heart of their...

EDIT: a poor and lazy response as expected. No effort whatsoever to make it right for such an awful experience. Be you own judge if you want to support such businesses…

Original review: had a really bad experience here yesterday. It’s sad to see such basic problems still occur at mbl.

I went to this branch to order a burger, and shortly after it was sent to my table by the manager. I did notice the burger was put in a box despite it being a dine in order, and the person had to unbox it before bringing it over. Fine, no issue.

However the nightmare started when the first bite that was supposed to be inducing endorphins immediately scalded my tongue.

I was shocked with this, as it is common sense to let the patty rest before serving it. In fact, I just had a burger had mbl in OUG the week before and did not suffer this misfortune.

I did not bother alerting the manager, as 1. She served it to me 2. The damage has been done, a sorry wouldn’t be helpful. Just as I was finishing my burger with a burnt tongue, I noticed the team sitting down for a team meeting of sorts (approx 15min later). So I’m not sure if the standard practice at mbl sea park is to serve customers patty right from the fryer to the customer, or if the back crew was rushing to finish the job before the meeting and skipped letting the patty rest.

Please feel free to view your store cctv to corroborate my account of what happened.

Anyways, I’m recounting this elaborate account to ensure this doesn’t happen to others, and also to see if the management would respond and make justice to the poor experience...