Burger King Rossio — Restaurant in Lisbon

I cannot speak for the actual food, as I cancelled my order after the poor treatment I received. This is however, how it went down:

After having ordered, I proceeded upstairs to use the WC. As my foot touched the staircase, I was alarmed by the sudden screaming I heard. It was directed at me. Turning my head I saw all the other customers looking at me (at least 40 people). I felt embarrassed. The staff then said only clients may use the toilet, which is 100% okay by me and acceptable by any reasonable person, I'd imagine. I went to the counter and confirmed I was actually a paying customer."Okay go" he said. Great, off I went. I'm not sure if they have an early warning system,but by the 3rd step, the screaming commenced,more embarrassment.A different staff member. After returning to the counter again, both staff agreed I can go to finally use the WC, I make my way, surely now I can relieve myself right? Haha, wrong. I had simply reached the boss level staff member in this game (establishment).The toilet guard who was at the WC entrance. With a cold glare and weilding a mop, illuminated by the incandescent lights of the bathrooms, I dared to ask if I should either go around him or past him in order to enter the clearly open bathroom. "Closed" he said. "Go down now". If I said that his tone and posture was that of a fairly prudent person working within the service industry, it would quite literally be the furthest statement from the truth. I tried again. "Please, I am a customer, and your colleagues have already ascertained that twice". I think at that point I was the most legitimate client in the history of Burger King. I saw his eyes glare intensify. "GO AWAY" At that point, I knew it was not worth it, I didn't have the XP points, and could not pass this character. I returned downstairs, a failure, and denied of my allowance of using the toilet, as put forward by the BK establishment

I knew what I had to do. I had to cancel my order and offer them a solution so this doesn't happen to other clients. The advice was to put the bathroom pass code on the receipt, and by doing so, clients can use the services without being embarrassed/belittled in front of other patrones, and ultimately asking for the money back

Upon asking for a return of funds, which I did in a matter of 2 minutes since my order, the staff tried to fix it,saying I can go up again and use the bathroom. Ha. Fool me once, shame on you, fool me twice... they were going for a 4th time! Eventually I managed to get my refund, but I tell you it didn't come easy either, while not being rude.I'd had enough, and offered them my idea of how they can better their customer interactions. Game over

Anyway, I went to McDonald's, across the road. Ordered a couple of items, got the receipt, saw the bathroom entry code on it, and the rest is history.

I'm not going to get bent out of shape over this experience, but its impact on my willingness to part with my money in the future at this franchise has definitely been affected. It's actually one of multiple times I've felt either disrepected/poorly treated/left with a sour taste in my mouth(if any taste at all) and above all a poor value-for-money transaction.

For some, money is hard to come by, and for what you pay, I believe you should receive a just experience (treatment and standard of quality overall). On this occasion, we ordered a meal for someone less fortunate. Unfortunately he only received a couple of euros from us as we left the premises, as opposed to a full belly of food that night

I'd be lying to myself if I put a 3 star rating. 3 stars would be 60% satisfaction, and I received 0% satisfaction. There is plenty of room for this team to improve the service, probably starting with management, better implementation of accessibility to use of services, communications between both clientele and fellow staff members alike

Best of...

I recently visited (01/08/2024) the Burger King on Rua do Carmo and purchased a Kids Meal for my son, excited to receive a DC (Justice League Collectible) comic toy that comes free with every Kids Meal. My son is a huge fan of superhero collectibles, so he was really looking forward to adding a Superman toy to his collection. However, the toy included with his meal was Green Lantern.

I politely asked the cashier if it would be possible to exchange the Green Lantern toy for a Superman one, as it would have made my son very happy. Unfortunately, the response I received was quite rude. The cashier informed me that they only had Green Lantern toys available, and that the toys were pre-selected and could not be changed upon request.

If this is the case, it would be more appropriate for the toys to be distributed in a manner that ensures variety and surprises for the children, perhaps by packaging them randomly. The excitement for kids meals often comes from the joy of receiving a new and different toy, which is an essential part of the experience for children.

I was quite disappointed with how the situation was handled and the overall treatment of customers, especially when it involves making a child happy. I hope Burger King considers improving the way they handle such requests to ensure a more positive experience for families...

Honestly one of the worst Burger King experiences I’ve ever had. The staff were extremely rude and unwelcoming !! I was genuinely shocked by the level of service here. It costs absolutely nothing to be polite to customers, yet every interaction felt tense and unpleasant.

Upstairs, there was an employee who clearly seemed to be struggling to manage basic communication with customers. I fully support workplaces giving opportunities to people with different needs or challenges !! that’s something I truly respect. But in this case, it felt like he wasn’t getting the right support or supervision ( he clearly had issues .. he couldn’t communicate) I avoided taking a pic to post it just because of his privacy , his presence created a really uncomfortable and chaotic atmosphere for everyone. He shouted on several clients while i was eating .. he is obviouslyyy sick ..

As for the food… also a huge disappointment. My Whopper looked and tasted old .. completely dried out, and the meat looked terrible (just check the photo). It honestly felt like it had been sitting there for a while.

Overall, a really bad experience from start to finish. Not recommended at all! Even McDonald’s in Lisbon surprised me !! great food, great service, and way better energy. Burger King here seriously needs to step...