BurgerFuel Silverdale — Restaurant in Hibiscus and Bays

Dissapointed. I'm usually very lenient with reviews, but after being let down for a 3rd time, I had to leave a review.

We usually order take-out here on Fridays by placing our order online. The first 2 times we ordered for pick-up between 6pm - 7pm. We usually get there 5 minutes after the collect time to find that the restaurant is completely packed with customers, so understandbly it can be hectic and quite busy. But if the order confirmation says "collect at X time" then it should be by that time, not 20 - 30 minutes after that time. 5 - 10 minutes is ok, but anything more is excessive.

When you ask the staff to collect the order, they always say "just 5 more minutes", but that is always not the case.

Today, we ordered online again, but this time we set pickup to be 5:15 PM. Surely it would be a bit better this time right? Wrong. I got there at 5:15 PM on the dot and asked for our order. The staff replied "just 5 more minutes". We placed our order no later than 4:50 PM, how is it not ready? The store was not even busy compared to the usual 6 - 7 rush time. There was only 2 other people waiting within the establishment (compared to the usual 10 - 15 during rush hour).

Again, I only received my order at 5:35 PM, 20 minutes later. Its as if they completely forgot about our order. What's more annoying is I saw 5 other customers come in to collect their orders and it was handed to them within 5 minutes.

Its baffeling. You might think that the place is short-staffed, but they've got at least 10 people assembling at the back, so I do not understand why this happens every time.

If you order online, I'd highly suggest setting your pick-up time 15 - 20 minutes earlier than your actual collection time, as the place seems to be unorganised.

As for the food itself, it can be a bit of a hit and miss sometimes. Today unfortunately, it didn't quite meet our expectations. Very dissapointed with our experience...

Sometimes a simple mistake can turn into a wonderful experience and this is exactly what happened to us when we thought that we were going to Nando's but ended up at Burgerfuel. Of course Nando's had relocated but we didn't know and it was only after being served with care and having their delicious quick food that I realised what a high bar they have set with a clean and efficient setup. The young lady who served us was 'in training' (as the sign politely informed us) but she must've already passed some key management requirements that made it a real pleasure for us to place an order with her. I don't mind bumbling and errors from people who are 'training on the job' but it can get a bit annoying when businesses unleash untrained staff and customers then have to take on training duties that management have abdicated. Our young cashier was entirely focused on our order and, despite the busyness behind her, did not make us feel rushed to place our orders and get away from her as I have felt in some other 'fast food' places. The person who brought the food to us on clean stainless steel mini platters was pleasant and professional with a care way above her age. It gave us the confidence to enjoy the meal and leave with a special feeling of both delight and appreciation for those who take pride in serving other. Why 5 stars? Clean shop (tick), good, fast & friendly service (tick), good tasty food (tick), good vibes & lovely ambience (tick), value for money meals (tick)...

I would like to relay my experience that I had with Burger Fuel Silverdale this evening. I placed an internet order for a couple of burgers this evening and picked it up from my way home from work. When I proceeded to eat my burger, I found not one but two long hairs in my burger. Now this has not been the first time I had found hairs in my food from this particular store (3rd time) so understandably I was pretty annoyed. I called the store and requested a new burger to be made with my money back ($7.50) as it was an inconvenience for me to jump in my car and drive the 6km round trip to the restaurant. Once I got to the store the manager, Damon Lupi, said I can either have a new burger or my money back. I explained to him the situation and that as a loyal customer I should at least be compensated in some way, not to mention the inconvenience and the disgust of finding hairs in my food. His response was that the customer "was not always right". This got me even more annoyed, to which I responded that I will not be returning to this restaurant, to which he replied "Good, we don't want customers like you here anyway." Now as I mentioned, I order at least twice a month from this restaurant and it's the first time I have ever experienced this sort of customer service from this restaurant or any restaurant for that matter. The attitude from the manager and the staff were appalling. Very...