BurgerFuel Mission Bay — Restaurant in Ōrākei

We come here regularly but bad customer service last two times please reply and acknowledge these issues.

My nephew loves coming here for his Saturday time with me, it's his favorite thing to do just now but the last two times have been bad customer service.

The Saturday before last my nephew ordered his beef burger and chips and drink and I ordered by vegetarian burger and drink. They put my burger and soy shake next to me and the burger and chips in front of my nephew.

I took a bite of my burger when i realised they'd put the meat one on my tray! I'm vegetarian and hadn't eaten meat for 13 years. I told them and their apology while there seemed almost casual. ' Oh sorry I just put them on the wrong tray'. I said 'im vegetarian mate. Is it hard to just put them on the tray we ordered'. Can you just give us a new burger for him please '. They gave a new beef burger for my nephew and took the meat burger I'd taken a bite out of. It's really not hard to just put the burger on the right tray. I hated being annoyed in front of my nephew on our time. They gave a new burger but I really don't think they should get this wrong. My nephew asked if it has spoiled my trip. He's a sensitive boy and I said no it's fine it's just a silly mistake.

Then yesterday we went there. I let my nephew order his meal of burger and chips before I was to order. We were paying together. I said I had a token on the burger fuel app for a free chips with a burger so I'd take a free chips since he's ordered a burger then ordered a drink. The person said 'which chips are to be free?'. I asked what he meant. He repeated the question 'which of the chips do you want free?'. I said 'I don't know what you mean mate it doesn't matter does it. I just want one of the two chips free'. He asked again 'but which one are free' and 'the system 'doesn't work like that'. I said ' look I don't know what you mean I want an outcome of two chips and to pay for one as I have this voucher to use for a free chips with a burger. So just do what gives that' They finally got it.

What annoys me about this is now literally the last two times I've been here I've had to be somewhat annoyed with staff there in front of my nephew. I don't think I'm a difficult customer or these issues are really things that should happen at all.

Food should just be put on the right tray as to what was ordered by whom and if unsure should be clarified and if an overall food order involves a burger with chips and a voucher is given for a free extra chips it should just be processed by the staff without question. Is my expectation here unreasonable in any way?

The food there isn't cheap. Each time we go there it's around 50 dollars for both our meals. My nephew's burger he gets alone is 20. It's basically a high end burger place and this service shouldnt happen in my opinion.

Can someone...

New review 2024. Had to go there because no other options. Cold and mushy fries, cold burger despite not ordering anything else. The burger and fries had been waiting for 5-10 minutes... All that for $27...

Burger Fuel use to be our go-to joint for good burgers. They used to have many options and many vegan ones. BF has gone downhill and this store is a good example of all that's wrong. Staff was quite unfriendly and unwelcoming, felt like we were annoying them by ordering something at lunch time on a Sunday. The burger came with 2 mistakes out of 4 burgers (ingredients not removed as asked). The sauces for the fries came when said fries were almost finished. The motobites in the V8 were overcooked, the vegan cheese crumbly. And the order took about 25 minutes to come despite an almost empty store. But actually it looked like the burgers were ready 10 minutes before the fries, resulting in relatively cold burgers...

The whole store was in a pretty dire condition compared to the heyday of Burger Fuel... If you want serious vegan burger, go to Wise Boys, Gorilla, or Lord...

This review aims more towards the management. I do not have any problem with the quality of the burgers and other items that Burger Fuel offers in general, however, I cannot determine whether the problem is the staffing or the competency of the staff.

I have placed an order online and was already expecting a wait of half an hour but that turned into almost an hour wait. The store seemed to be very busy which I would have understood but they just kept taking orders which I felt like they will not be able to accommodate due to previous orders from online — there were more than 5 people at least, including myself that were waiting for our orders to be ready.

There was no customer service experience at all and on top of that, the entire dine in area was very untidy. My point is, if the problem is having short staff, please decrease the volume of orders you accept through all your channels — if that is not the problem, then please train your staff better. Lastly, if neither of those mentioned is the problem, set the right expectations to...