BurgerFuel Botany Downs — Restaurant in Howick

Terrible Service, Missing Item from Order on 6 January

Dear Restaurant Manager

I am writing to raise a complaint regarding my recent online order placed at 5:30 PM on Monday, 6 January.

The order details are as follows: • Ford Freakout: $16.70 • 1 American Muscle Single: $14.30 • 1 Loaded Hot Rods: $8.50 • 3 Spud Fries with Aioli: $20.70 • 1 Kids Ink. Cheeseburger Meal

Unfortunately, the Loaded Hot Rods were missing from my order.

This is not the first time such an issue has occurred. The same thing happened previously, and it is very disappointing to experience this again. On this occasion, I only realized the item was missing after I returned home. I called the store immediately, and while the female manager who answered the phone told me to return to collect the missing item, I explained that I could not, as I had children with me and the round trip would take nearly an hour. However, no further action was taken, and I received no follow-up communication.

I am very dissatisfied with this recurring problem and the lack of accountability from your team. Repeatedly failing to provide the items customers have paid for is unacceptable and amounts to theft. This experience has left me with no desire to return to your restaurant.

I would like to request either a full refund for the Loaded Hot Rods ($8.50) or a proper resolution to this matter.

I also forwarded this matter to HQ today.

Looking forward to your...

Burger Fuel Botany. Took daughter her choice. I have been to various burger fuels over the years, especially the one in Takapuna, this was a disappointment. Server didn’t know the menu so no help in selection. Had American Muscle Burger meat patty, cheese, onion ( I couldn’t taste any)pickled gherkin, Dijon mustard, some sort of relish. Tasty patty good but no taste of mustard , the relish was so sweet it set my teeth on edge. My Spud Fries were not cooked through. My daughters kūmara fries were properly cooked. At $42 for 2 burgers and fries and $5 for a small bottle of coke come on guys what are you up to? These are premium prices but no longer the premium product it used to be. Add the filthy floor desperately needing a wash , tables cleared but not wiped down, covered in crumbs and debris plus no WIFI CHEAP, cheap, cheap! You can understand why I won’t be back! Shame to see a good kiwi iconic brand...

Burgerfuel is a great chain of restaurants but honestly this one isn't quite up to scratch for a few reasons. The past couple of time I've been in I've had burgers with below average lettuce that is obviously past its best. The chips are always the leftover bits and a bit overcooked. They also never have my online orders on time despite ordering a half hour or more in advance. Last time they accused my partner of not having ordered and then saying it wasn't found because his name was different from the email address resulting in a 40minute wait. Online ordering is a waste of time at this point to be blunt. The staff also lack a little in the customer service department and are always busy chatting to each other and seem annoyed on occasions to be interrupted by customers. Unfortunately I don't know if I can give them anymore chances despite them being my local and I'm sure I've just had an...