BURGER & SAUCE - Sutton Coldfield — Restaurant in Birmingham

No stars for atmosphere as this was a delivery via Uber Eats. I wrote the first review for this restaurant when they first opened 4 months ago. I still regularly order from them and the food never disappoints. However, Uber Eats have been really disappointing lately. One time recently, the driver went to the restaurant twice and then drove off in the opposite direction when my food had been ready for ages. I was assigned three drivers on that night and it took over an hour. (I'm literally a five min drive away.) The third one delivered fast. This is very poor service. It's not cheap ordering delivery. I did call the restaurant and they made the food again so it did turn up warm. I wanted to write another review tonight because this was going to be the last time I ordered from Burger and Sauce if Uber Eats messed up again, for a 3rd time. However, tonight was outstanding. It's Saturday night and I ordered at around 18:45. I wonder if this is the golden time to order or if I was just lucky. The food was delivered to me so fast that it was piping hot. Honestly, like it had just come out the fryer (chicken wings) and off the cooker. Everything was so hot and SO delicious. For a burger joint, the quality of the food is outstanding. The animal nachos were so flavoursome, as were the lemon chicken wings and burger. I always order an extra slice of cheese for the burger because I love it and this one was brimming with cheese. The chilli's were just beautiful. Honestly, an outstanding burger meal. Now if the restaurant could co-ordinate their timings with Uber Eats like they did tonight it would be a real...

This is the third time I have had major issues with your service, and I am beyond frustrated. Most recently, I placed an order, waited for over an hour, and your delivery person never even bothered to show up. No communication, no explanation, just a complete lack of respect for my time. To make matters worse, you didn’t even provide a refund, nor did you offer any kind of resolution. It’s as if you think it’s acceptable to take my money and give me nothing in return.

Let me remind you, this isn’t the first time your service has been an absolute disaster. The first time, you sent me the wrong order and tried to brush off the issue. The second time, not only did you fail to deliver my order, but you also blamed me for it, claiming it was my fault when I was the one standing outside waiting for your nonexistent delivery. And now, after being forced to wait yet again for a delivery that never came, you have the audacity to ignore my refund request and act like this is my problem?

This level of service is completely unacceptable, and I won’t tolerate being treated like this any longer. I demand an immediate refund for the latest order that never arrived and expect a proper explanation as to why your service has failed so spectacularly not once, not twice, but three times. If this issue isn’t resolved promptly, I will escalate this matter further, including sharing this appalling experience on every review platform I can find.

Enough is...

I try not to leave poor reviews for the hospitality sector as I do appreciate many have been blighted by the changes to consumer habits during and after the pandemic.

There is no doubt that the food here is of top quality however the service here is severely lacking and a symptom of having teenagers running the store.

We have had a combination of 3 collection and delivery orders from this store since it's opening. The first delivery was during it's maiden month where a burger meal from my child was left out. I called the store immediately who informed me there was nothing there can do and hung up.

There were no issues with the second order but most recently I tried to order via Uber but could not see the stores listing and therefore called the store. The 'supervisor' told me 'Uber was a bit quiet' and therefore decided not to turn the tablet on. The store would not accept a phone order so I drove to the store to place an order. Having arrived home I found out they got all 3 orders wrong supplying us with 3 chicken burger meals instead of beef burger meals as we would have liked.

On balance, the food here is of good quality but severely compromised by the substandard service. I hope the Franchise owners / head office see this message and take corrective action before the teenagers lose the store...