BurgerFuel Pukekohe — Restaurant in Franklin

We’ve never had an issue with BurgerFuel in the past, and service has always been great when we’ve gone in to pick up orders ourselves.

Last night, however, we had a bad experience. I’m sharing this only to highlight the problem. Last night’s situation went like this:

The Uber app tells me the order is ready.

The driver starts traveling away from the store adding 15 minutes onto the delivery time.

We follow up in the app and ask what’s happening.

The driver tells me the food is delayed. I ask to cancel the order and receive no response.

I call the store and am told the driver has already picked up the food.

In the app, a different driver now appears and hasn’t picked up the food.

This new driver also begins traveling away from the store.

At this point, delivery time is 45 minutes later than originally stated.

We tell the driver we want to cancel; our kids are hungry and getting upset, as young kids do.

The driver then says the order is ready but still comes to our house, where he meets my partner while I’m out picking up McDonald’s (which we dislike but felt was our only option).

My partner explains the situation and asks the driver to take the food back.

The driver takes a photo of the food on our doorstep to complete the order in the app, then leaves with the food.

I have nothing to gain by sharing this. We order BurgerFuel because we like the food and the company, and Uber is the delivery partner BurgerFuel relies on. I hope this helps identify and...

Absolutely shocking service, ordered online for 5.40pm pickup, arrive a couple of mins late as the order is never ready on time anyway get told it will be 8-10mins wait. After 15-20 mins and seeing multiple people walk out with their orders some who had ordered after I arrived I started to to get concerned. Another lady had been waiting for half an hour past her collection tim and eventually got hers. I waited a further 15 mins as I could see they were busy to then ask when my order would be ready as they had said 8 to 10 mins over 30 mins prior, to then be asked what my name was and what I order a conversation was had out the back I was then told someone else with the same first name came in and both orders were given to them. I highly doubt this as I heard every name.since I arrived and none were mine and if so thanks honest person of same name hope you liked the free food. So 40 to 50 mins from my arrival I eventually walk out with a freshly made order, the only positive is my wife's burger was a double muscle and not the single she ordered. Giving 3 stars as hey the burger was an upgrade got a free voucher and drink as an apology. Not all bad but just do better, and for goodness sake check names...

I like their burgers but they close whenever they want. I got to the store at 9:15 when it supposed to close at 9:30 and the door was already locked. The neon sign was saying Open still… Honestly if you say it closes at 9:30 the door should remain open until 9:29. Same thing on Uber Eats : says it closes at 9pm but at 8pm it says the store is closed”busy” and not taking orders. If you don’t want to take order on Uber after 8pm then just adjust the closing time to 8pm maybe?

I wonder if the employees do this on their own or the managers tells them to?

Edit: So the owner says “the window was closed and the extraction was on so it created a vaccum…”. Interesting, the lady at the counter looked me right in the eye and ignored me. Was that the extraction too?

Also, what about 8pm the store does not accept orders anymore on Uber Eats? Sorry but this is very strange,...