BurgerFuel Customs Street — Restaurant in Waitematā

I’ve been a loyal customer of this BurgerFuel location for a long time, but my recent visit left me extremely disappointed, and I feel compelled to share my experience.

I placed an order for a Ford Freakout and a mini burger for pickup. When I got home, I discovered that the Ford Freakout contained only the patty — no vegetables, avocado, bacon, relish, or any of the usual ingredients. As for the mini burger, it was undercooked, though it did at least include the proper toppings.

Naturally, I contacted the store to raise my concerns, hoping for a sincere response. Instead, I received an email claiming their security footage showed no such mistake. I provided additional details about my order and the timing to help them investigate, but their response remained dismissive.

This made the situation even more frustrating. Not only was I served a substandard burger, but I was essentially made to feel like a liar when I tried to resolve the issue — an experience that felt both insulting and demoralizing.

Given my past loyalty to this store, I had hoped for better. But between the poor food quality and lack of accountability, I’ve decided not to return. I’d strongly encourage others to consider alternative options until the service at this...

Hi Chris, thanks for your response. As per last review. I am actually the partner of ada and was also disgusted about what I witnessed eg the lack of hygiene with the woman touching money and going straight around to touch all ingredients. It's only a matter of time before someone gets really ill with that sort of procedure. We are not after any compensation and the reason I did not say anything at the time is I was not sure if my burger would be further compromised if I annoy the staff member into remaking it. Even Mcdonalds get all staff to use gloves at all times and not having anyone handling money making burgers at any times. That would be a great business model for you going forward. Staff touching burgers and ingredients in this day and age is really filthy. We will not come back unless the policy is implemented. We do not like writing these type of reviews but felt it necessary on this occasion. The hygiene standards in the shop have been dropping over the years especially when you are not there. I was really shocked actually.

Hi Chris, it was between 8pm to 9pm...

Ordered two American Muscle doubles takeaway through the app. Arrived 5 minutes early for pickup and asked front counter staff for the order, was informed it would be 5 more minutes.

After 15 minutes, customers who arrived after me got their orders. Asked staff at the counter if my order was ready and they responded with an "oh..." as if they forgot. They then gave me my order. At that stage the burgers were no longer hot (but not cold).

If I didn't go up to ask, I probably would've ended up waiting 30 minutes. Wish staff would be more proactive, especially since it wasn't too busy at the time. Staff member did seem kind and it did appear to be a genuine mistake.

--Update-- Owner reached out via email. I've been to many places where an order / service wasn't up to scratch with no real care from management. It's refreshing to see the owners take pride and care of their business in this regard. It's really appreciated and I loow forward to future visits. Rating amended to...