BurgerFuel Cambridge — Restaurant in North Island

If I could give less than one star I would to be very honest! I have been to many Burger Fuel stores around NZ. This particular one I have visited three times. Without a lie, I have found it to be consistency below average to terrible! First visit and our order was wrong with dairy cheese put in the burger after requesting vegan cheese when placing the order! Not good when a person is dairy intolerant! To be fair they apologised and corrected the order. The second visit and I got an oat milk shake and it was only half full which was a let down. Then on my third visit I found them to be completely disorganised! I was told my order would take 10 minutes…. I came back after 10 minutes, sat while watching customers come in order and get their orders. After 23 minutes I finally had my number called out and I was handed an incomplete order. I asked about the missing oat milk shake and got snapped at “ You will have to wait it is a few minutes away still” Why call my number if my order was not completely ready???

I then explained how I had to drive to the ferry in Wellington and could not wait any longer. She rolled her eyes at me and snapped at me once again stating this is out of their control! That is when I snapped back asking to have a refund for the shake. I also stated that it was well in your control not to tell me it was only going to take 10 minutes.... Also to complete other orders first placed after mine. The other girl who refunded me apologised and I am sure she understood. The rest of my order was stone cold, the burger was missing one of the ingredients it was supposed to have and the chips were over cooked, cold and over salted. I did ask at the time of the order for no salt on the chips too! It all went into the bin in the end.

Why operate a business if you can not even employ competent staff who don't respect their customers.

I will be following up with Burger fuel NZ over this as it is...

Worst experience we’ve had at a Burger Fuel. Waited for half an hour for two burgers and some chips. Watched the entire room and multiple people who came in after us get served so we enquired where our order was at. The person at the desk lied straight to our face and said they were waiting on the chips. As if we’re stupid enough to think chips take half an hour to cook. We would have just appreciated an apology for the stuff up. The food was even more disappointing. Our chicken burgers lacked the smoky grilled taste of other outlets and the avocado sauce was completely messed up and so runny it just poured out of the burger and was disgusting. The chips we had waited for which were the only thing our son wanted were completely inedible due to the level of salting. I’ve never seen that much salt on chips in my life and we almost wondered if it had been salted to that degree out of spite. Eating out isn’t cheap nowadays and to have this type of experience was gutting. We won’t be back that’s for sure, $55 for a meal and service like that is...

Ordered online at 5.45, for pick up at 6.25. Received order at 7pm. I understand being busy but clearly seriously underestimated how popular it would be (though I'm not sure how, was clear it was going to be popular!) - need to sort out the online orders vs in person orders. When I arrived at 6.15 there were a huge amount of people that had all been waiting a really long time. There was a sign advising they were not taking any orders until 7.30, however they opened this up at approx 6.40 and were telling people just ordering "15 minutes", so I enquired how much longer my order was going to be, I was told 10 minutes - that doesn't make sense, when I had ordered at 5.45! Online orders are just as important as in person orders and if you can't have a system where they are prioritised correctly, don't offer online orders. Food was good but hopefully ordering issues will be sorted, because I don't think it's going to slow down, especially on...