BurgerFuel New Lynn — Restaurant in Whau

Awful service, unwelcoming & unprofessional. Never experienced this from any of your other branches so far. Staff was casually attending calls in their personal phone seated in the customer area, didn't bother washing their hands or wearing gloves and prepared my meal 🤮

If you don't believe me, see the footage of the store customer seating area around 11am yesterday or try to read the recent 1* reviews about hygiene in this branch. Calling them rude, unprofessional would be an understatement. I've been a VIB member for a decade now and this is how you treat me?

Looks like the franchise ownership has changed hands. I was serviced by a clearly underaged(?!) Maori girl ~13yo (who was polite enough) but was then taken over by an incredibly rude lady (supposedly her mum based on their interaction).

I'm a regular in the CBD branch but I went to this nearby franchise to get a burger after seeing the birthday burger mail from your team and was appalled by the horrible service .

Apparently you've changed your usual voucher redemption option and now we're expected to sign up via the new app. How hard is it for the franchise owners to understand that not every customer is aware of the new app and its new way for voucher redemption? Is it a big ask to expect them to be empathetic, understanding?

Based on my taking time to install the app, she's already pegged me for a scammer and kept saying that scanning my member QR code doesn't mention about bday burger, even though I showed her that I've already signed up a while ago, placed orders previously in the new app but she insisted that installing today will not work (!?).

Prior to that, I showed her my ID DL, the mail and the notification in your app mentioning my bday burger as additional info but no go. Looked like she's already made up her mind that I was scamming her, so she decided to give me a hard time just for the heck of it.

Finally after a bit of back and forth and on my third try scanning the app, she says it magically appeared the third time out of nowhere (implausible, hard to believe her seeing as it's a QR code and how would it show a different result all of a sudden). After all this drama, the untidy food prep began, gave me my order and sent me on my way (not one word of apology or even bday wishes). Wouldn't recommend. Wouldn't go back...

The New Lynn branch is hands down the worst BF outlet. I’m not exaggerating when I say that our order is wrong every time. Tonight was no exception. Asked for a bun less with extra salad but got the bun, plus we got someone’s else’s burger in our order. And don’t bother pre ordering either as they give you a pick up time and we always end up waiting. ALWAYS. We even go 5 mins late hoping it will be ready. Nope. Tonight was another 25 min wait (last time we at least were given a voucher but this may be the norm for them now) I always wondered why this branch never offered the option of delivery when other BFs did? Clearly they can’t handle the orders they get now let along the increase that would occur if they introduced that option. They weren’t always this bad, only the last 5 or so years but after another incorrect order tonight and not being able to even make milkshakes because they were too busy, we are officially done. The poor staff each time act like it’s their first week on the job and come across as poorly equipped to handle working at a fast paced burger joint. The manager/owner needs to seriously look at another career and head office should be concerned about their brand if this is how this...

Undoubtedly one of the best burgers in town. Can't recommend more. But why 1 star.? Well last week I put through a 35$ burger order online, to new Lynn store. Then registered for vib club. Got an email saying I can get free spud fries for two weeks. I was like why not it's free. Went there to collect the order. Asked about the order and it was cooking, asked about the free fries. The girl at the counter gave me a look that we all brown people are familiar with and said we don't have free fries here. I told her that I've already put my order, here is the mail I've got from your company saying free fries for vib members. Well she again unpolitely said they don't do free fries. OK if you don't do free fries why the hell you send an email out saying you do.

Then at the collection of my order I asked the other girl in the counter "hey don't you do free fries for vip here", she was like yes we do. Well what?

Just because im brown do you have to assume I'm asking for free chips? (eventhough I had a 30$ order).

I know its not your dream job to work at a burger counter, but atleast pretend you care about the customers equally. Btw the burgurs were nice as always, but the...