BurgerFuel Taupo — Restaurant in Waikato

Dissatisfied with tonights service, Purchased dinner online and popped in to the restaurant, Large amount of customers present and orders seemed to be behind, Three staff were present, I waited in the Online Order area and waited patiently yet wasn't approached for what my order was so I had to use my own initiative and ask the staff about how long my wait is to find out my order had been refunded online, A young male staff member was far too distracted with the young female on shift as both we're complaining about breaks and problems loud enough for customers to hear and overall gossiping at the grill when there were 10 plus customers waiting, Urgency wasn't there to deliver customer needs, Lack of professionalism tonight as there was no service being delivered to the customer or update on wait time, No asking what I was waiting on or if I made an order, Only positive note was the food tasted great, Burgers weren't labelled to what we ordered so we had to guess who's is who's, Can imagine this isn't always the service level provided but tonight wasn't pretty disappointing and most visits have been pleasant, good timely manner with food delivery and staff usually show more presence being there but tonight was some of the laziest and unconcerned I've seen staff.

Kind...

Walked in @5.30pm on Saturday of the round the lake cycle challenge, place was full of customers eating and staff busy. There were no customers awaiting being served, so I stood at the counter and waited. Whilst waiting to be served, I had 4 staff members look at me and look away again over the space of a minute, and not 1 staff member acknowledged me and said they would be with me shortly. The closet 2 staff were just on the other side of the counter. Customer service was lacking and lead me to walking out of the establishment unsatisfied. Update 10/12/18 Although Head Office tried to assist, the Taupo manager did not make contact with me. This is a real shame as it has made me negative to the brand, and even more-so the Taupo store. Update 9/1/19 Still awaiting things to be put right, this is not how you should treat customers. Followed up again with Taupo store and Head office. Update 18/1/19 Complaint has finally been resolved, Xmas leave etc did not help things, but we got there in the end. H/O and the area manager were really good to deal with and showed loyalty and stood behind the brand and what customer experience should be. 5 Star!! Update 29/1/19 Have finally received 5 star service, but was in Napier! Would recommend for good...

I would first like to say that the food was excellent and I would thoroughly recommend this place to all from the meat eaters through to vegans. There is something for everyone. It was extremely busy and queues were building up behind us. Unfortunately we had to change part of our order because one of the burgers was vegetarian and not vegan. However there was no mechanism on the tills to do this therefore we had to place the entire order again. This was quite frustrating for the people in the queue. Luckily the next person said they were British and loved queueing. There was a delay of about 20 minutes because it was so busy, which gladly had been pointed out to us and we accepted that. Our food arrived but some things were not complete. Apparently we had only been charged for the food we ate so we would have to queue again for the extras we wanted and had ordered in the first place. This we duly did but they forgot to bring them out to us so eventually we had to go into the place to get them. The items were sitting on the counter and had been for a while. This was a shame as I would like to have given the establishment maximum stars. The food was delicious but I suggest that you don't go when it...