Burger King Sanctuary (Drive-Thru) — Restaurant in Somerset West

The experience I had tonight at Burger King was just absolutely terrible. I have always come to this Burger King and everything was awesome... the service, food quality, etc. Tonight, on the other hand, I finished a 13 hour shift as a waitress at Spur and was too tired to make food at home so I came to this Burger King as it's the closest to my work. I had to wait 15 minutes just to order because the staff was more focused on the drive-through customers. When I eventually got to order, I ordered 2x Burger King Combo size 3's for me and my family, and the cashier then gave me the cups for cooldrink. Firstly, the cooldrink from the fountain was warm. There was no ice in the machine to make the cooldrinks colder and the syrup in many of the taps were finished. I had to wait exactly 29 minutes for my food order. Absolutely unacceptable for a "fast-food" restaurant. I always double-check my food order and tonight, there were "plant-based" burgers in my takeaway bag when I ordered beef burgers. I had to go back and try to get the gent's, behind the desk, attention to ask why there are plant-based burgers when I ordered beef burgers. He informed me that it was just the plant-based wrapping, but the burger was still beef. The burger king staff could of at least informed me so that I didn't have to go back and question my order. It is very misleading and causes doubt and distrust. There was neither any sauces in the takeaway pack with my meal, neither were there serviettes. The chips and burgers were so dry I had to struggle to swallow my food. There was barely any BBQ sauce on the burgers, the little bit of sauce that was on the burgers, was mayonnaise. There was almost no garnish on the burgers. It was just terrible... very disappointing. And just as a concern, when I walked into the restaurant, another customer informed me that they canceled their food order because they saw a Burger King staff member go poo in the garden, outside burger king. Burger King has bathrooms, can't the staff use their own work place facilities?? Did the staff member even wash their hands? It's...

I’m generally not the type to leave reviews or complain, but wow… this experience deserves a special mention. I ordered two extra-long chilli cheese', a double whopper, and a Mountain Dew to wash it all down. Sounds like a solid meal, right? Oh, how wrong I was.

After ordering and paying, I was politely asked to park and wait while my meal was prepared. No biggie—fast food chains do this all the time. They handed me the Mountain Dew while I waited, and as soon as I took a sip… boom, soda water with the ghost of Mountain Dew flavoring. Yum. Ever wanted to taste disappointment in liquid form? Highly recommend.

After about 6 to 8 minutes, my food finally arrived. I politely asked the staff member if I could get a proper drink since I wasn’t in the mood to hydrate with fizzy nothingness. He cheerfully agreed and went off to replace it. Cue another 6 to 8 minutes of staring into the void and wondering if this was the universe teaching me patience. Eventually, I got my drink, had a quick sip—finally, Mountain Dew that actually tasted like Mountain Dew—and drove home.

Now here’s where the plot twist kicks in: unbeknownst to me, the cup they gave me was damaged. As I merrily cruised down Beach Road, my car’s cup holder turned into a sticky swimming pool of Mountain Dew. Fun times. Cleaning it up was just the cherry on top of this gourmet fast-food adventure.

After that ordeal, I finally sat down, ready to devour my meal… only to discover that my food had gone cold (okay, I’ll take the blame for that part). But wait, there’s more! The fries were stale and so oily that I could practically wring them out like a dishcloth. Yum again.

Look, I get it—it’s fast food, not fine dining. But wow, this was next-level bad. Never in my life have I had such a messy, frustrating experience at this particular Burger King.

@burgerking – don’t be sorry… be...

Updated the below original review from 1 star to 4. Read updated section:

Usually Burger King at The Sanctuary Somerset West is pretty decent. Well mostly because the staff taking the orders are friendly, otherwise I cannot recommend until rectified.

The food quality is terrible and has reminded me why I will not go to the Sanctuary BK again unless they resolve this issue.

Ordered Two BLT King Chicken Burger meals for me and my wife. Chips completely over cooked and dark brown. Not the usual juicy crunch, just dry and hard. Barely any sauce on the BLT King Chicken Burger. Chicken patty does not look like the perfect image on the menu list, regardless of that, they were completely over cooked to the point that the chicken that is normally white inside was brown as well. Hard to eat, hard to stomach.

I expect more considering Burger King Strand by the N2 has never ever dissapointed me.

Two expensive fast food meals ruined!

Update* BK contacted me shortly after my review. They did a full investigation on what went wrong, addressed the situation with the staff. They contacted me and offered replacement meals and a good apology. Going back to the Sanctuary BK, I was greeted as usual with the friendly staff and manager and this time round the food was excellent.

Thanks BK Sanctuary. You have restored my faith and I am optimistic i'll receive similar quality food...