Burger King — Restaurant in England

I visited this Burger King with my children and, unfortunately, had an extremely disappointing experience.

My children ordered meals, which were already expensive but expected at a service station. They chose milkshakes (at an additional cost), but when they went to collect their order they were informed milkshakes were unavailable and had to pick another soft drink instead. At no point were they told that these drinks cost less or offered a refund for the difference.

When they returned to the table, I asked whether they had been refunded – they hadn’t. I went to the counter to speak to a member of staff and was met with hostility for even asking about it. I was told I would have to wait as it was “too busy.” I waited for 20 minutes while two staff members (one named Kate) deliberately avoided eye contact and refused to acknowledge me. When I finally asked again if the issue would be resolved, I was told no, they “didn’t have time” and actually raised their voices at me.

I explained that not only was I owed the refund, but that I had also seen the same thing happening to other children while I was waiting. Still, the staff repeated that they wouldn’t help me, didn’t care if I complained, and had no time to fix the issue. By this point, 25 minutes had passed since I raised the concern, and I had no choice but to leave without any resolution.

I understand that service stations can get very busy, but this is no excuse for staff to:

Refuse to refund customers for something they paid extra for but did not receive.

Avoid customers and behave rudely.

Admit they “don’t care” about complaints.

Continue repeating the same behaviour with other customers.

This was a shocking display of poor customer service and dishonesty. Either Burger King needs more staff at this site, or the current staff need urgent training in customer service and basic professionalism. I strongly request that you review the CCTV footage from this day to see how the staff acted.

Very disappointed, and I hope this feedback is...

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