Burgerlijk — Restaurant in Maastricht

Careful vegans! Allergic reaction to dairy in 'vegan' option

I don't normally write reviews but I felt compelled after what happened at this restaurant. I ordered the tempeh burger, regular fries and mayonnaise (ordered separately, each with an additional charge), and specified to the server that I had a serious dairy allergy.

Unfortunately, immediately after leaving the restaurant I started getting serious allergy symptoms like swelling of the face and throat, stuffy nose and extreme stomach pain. Unfortunately, I am no stranger to allergic reactions as many places don't know the difference between lactose intolerance and a serious allergy, or that vegan means no dairy. I am the ultimate vegan tester because of this, as it has unfortunately happened to me several times and I have no other food allergy, so it's definitely a reaction to dairy. I got really sick and only avoided going to the hospital because I have strong allergy medication with me at all times.

The most upsetting part was the reaction of the manager when I went back the next day to notify them of a potential cross contamination issue. She was absolutely insistent that there was no way there could be any dairy in my food despite the irrefutable proof of my allergic reaction. She refused that there could have been any mistake, refused to take any responsibility and wouldn't even agree to double check any ingredients or cross-contamination potential to make sure this doesn't happen in the future.

I understand that mistakes happen and if she had been understanding, apologetic and offered me a refund or gift card to attempt to make up for my illness, I wouldn't have needed to write this review. However If you are vegan, be careful because I don't think the products they use are actually vegan and since they refuse to verify this, I will certainly never return...

Used to recommend this place to people in case they were looking for a nice burger joint. Not anymore. Generally speaking they always had a tough time estimating how long it would take for take out to be ready, but as the food was good I always gave that a pass.

Today however we ordered food, arrived at the exact time and as per usual had to wait a solid 10 extra minutes (even though there were hardly any guests). As the food is usually good, I didn’t think much of it. After we come home we discover one of the burgers we ordered is not ours so we call for a replacement. Driving back to the restaurant, we pick up the replacement, quickly check if it’s the right burger and make our way home once more. Taking our first bite we notice pickle on there even though we explicitly mentioned that it should be without (both the original order and the second time around). In the end we were left with spending almost 50 euros for a lukewarm meal (as we had to drive back and forth) and a burger that still had the taste of pickle juice in there even though we specifically asked not to include it.

Some advice: in case you make a mistake (which happens to the best of us) please make sure that during your service recovery you pay close attention to not make another mistake. And in case your customer has to call twice, maybe come up with a way to fix things other than apologising that “the chefs are new”. A voucher, a free portion of fries or maybe a drink on the house would...

We arrived for lunch around 1pm the other day. There were some folks already in the restaurant, but by no means was it busy. Our drink and food orders were taken promptly, and we were looking forward to our vegan burgers arriving. When our drinks arrived, one was a diet version which I could not drink as I’m not allowed to drink artificial sugar - when I commented to the waitress that it was a diet drink and not what I ordered, she simply said “we don’t have the non-diet version”. In this situation, always ask the customer before giving them anything they didn’t specifically order. Once I had selected a different drink we waited for our burgers to arrives. And we waited, and we waited. I’m not sure what was going on in the kitchen, but they were incredibly slow with getting orders out. When our burgers eventually arrived 40mins later, we were served the wrong burgers. We were so hungry we just ate what we were given. When we mentioned this to the waitress, there was no apology or explanation. By this stage we were running late for an appointment so I paid while my husband finished his burger. When at the register I asked the waitress what happened and she admitted it was her fault she wrote down the wrong burgers and apologised. It was at this point it would have been nice to be offered free drinks or a discount or something. We paid over €45 for this substandard service and the wrong burger. Unfortunately I wouldn’t recommend this place from...