New York Burger | Madrid — Restaurant in Madrid

I was very disappointed in our visit today. I am not one to write negative reviews, but I left the restaurant with tears of confusion and frustration based on our treatment today. We ordered the 1/2 rack of ribs appetizer and two burger meals. The food came out quickly, and the only initial issue was that we received fried potatoes instead of salad as the side for one of our burger meals. That was no big deal and certainly not something I would have complained about in a review on its own. Our ribs were tender, and the sauce was good. The meat was very fatty, but we are easy to please, so again, no big deal. The only issue my partner mentioned to the waitress was that my burger, which we had ordered “al punto” (medium) was completely raw inside. I have many times received ”poco hecho” (rare) burgers after ordering al punto, and I always choose to eat it rather than mention anything to staff because again, we are a very easygoing family, and mistakes happen. This burger, however, was completely raw on the inside, and the smell of the raw beef made me nauseated. I was going to just eat the side and leave the entree, but my partner kindly asked the waitress if we could have the meat cooked a little more. She seemed happy to help, and she took the burger back to the kitchen. The meal that returned was what made me decide to write this review. I had not taken a bite of the burger that we sent back yet because of the look and the smell of the meat. I had, however, cut the burger with a knife because it had a runny egg on top that made it too difficult to pick up and bite into without making a mess (not a complaint at all, messy burgers are the best). When my burger came back all of the meat and toppings to one side of where I had cut it had been discarded and the rest of the burger and toppings were brought back. A significant portion of the burger I had not taken a bite off of was missing, and the rest of the burger was completely disheveled. It felt personal and disrespectful, as if maybe I had angered the cook by asking for it to be cooked a little more. That’s always my fear and the reason I always eat food that isn’t how I ordered it, so it was disappointing that the one time my partner tried to care for me by politely asking for it to be cooked a little more resulted in that happening. After the burger came back, I was fighting back tears and completely lost my appetite. My partner did eat the burger, and he said the taste was good, despite the presentation. Although I couldn’t eat, everything else about the meal was good, and I had planned on writing in my review how the service was great despite our disappointment with the burger. I don’t know what changed because we never mentioned another word to the waitress about the food and we smiled and were friendly, but suddenly after we paid her entire demeanor changed (I do want to mention that we paid full price and did not request any kind of discount or anything different. We genuinely did not want to be a bother in any way). She started slamming the plates and glasses hard on the table and seemed to have a major attitude. I was so confused. I looked at my partner to see if I had missed something, but he was just as confused as I was. My partner is a native of Spain, and we are both Spanish speakers, so I know this was not due to any cultural or language differences. I genuinely don’t understand our treatment today and have never experienced anything like it at any other...

We were so excited to try this place after seeing their Instagram and reviews but we had such a horiffic experience both with food quality and service. We arrived and waited 30 minutes for our drinks to arrive, after asking twice. We then ordered the pulled pork nachos which consisted of cold fries layered with pulled pork which was 90% fat as seen in the picture. When we told the waitress no apology was given and we had to speak with 2 different members of staff to get this taken off the bill. Still hungry, we ordered a smores brownie to share which was described as a warm brownie with torched marshmallows on top. What arrived was rock hard biscuit which tasted burnt (almost as if it had been microwaved for several minutes) and 6 cold jumbo marshmallows chucked on top. We ate half and gave up. So disappointed with the awful food quality but even moreso the appalling attitude of the staff. We did not even bother trying to get the brownie taken off since the waitress was so obstructive about the fries. She went to reprint thr bill but did not return for a further 20 minutes and instead continued doing various other jobs until we went up to the till and insisted we needed to pay. I've never had such an awful experience in...

The burgers were fine but 16 hours later the chicken Caesar sandwich gave me food poisoning. It was moist and soggy in an unpleasant way and came with flimsy skin that I removed. (I’m not prone to food poisoning and have otherwise ate the same foods as the party I’m traveling with.)

From the get-go, the restaurant told us the kitchen and restaurant were open on a Sunday night. Once we were sat and ordered our beverages, we were immediately rushed to order because the kitchen would close in 7 minutes. Fine. About 2 minutes after receiving our food, the restaurant turned off the background music. About 3 minutes later the restaurant’s normal/dimmed lights were turned to total brightness. My mom asked if they could turn down the lights and the server said OK. They then ignored her and the lights stayed bright. The table next to us had their check brought to them prematurely while they ate. Needless to say, it was an unpleasant, rushed experience. We spoke to the servers after the meal and were told we were not the first to complain about the closing process and that management is aware. On top of it all, the restaurant holds itself out as an upscale place. Wouldn’t bother spending...