Burger King — Restaurant in London

I’ve been to this Burger King in Peckham multiple times, and while the food is always well-prepared, the customer service leaves much to be desired.

During my recent visit, I approached the counter to order as my eyes were hurting, making it difficult to use the self-service kiosk. The man in the black shirt, who was already serving customers at the counter, bluntly told me to order at the kiosk instead. I didn’t mind waiting my turn, but I was confused as to why he insisted I use the kiosk while still serving others at the till.

Reluctantly, I tried ordering at the kiosk, but it wouldn’t accept my voucher and prompted me to order at the counter instead. When I showed this message to the staff member, he seemed annoyed and pointed his finger, motioning for me to come over. Honestly, that was unnecessary—there are more respectful ways to communicate. After a long 10-hour shift, I wasn’t in the mood to argue; I just wanted to eat and go home. He eventually took my order because there was no other choice.

After getting my food, I sat down to eat and noticed that other customers who came in afterward were served at the counter without being told to use the kiosk. That left me wondering why I was treated differently.

Overall, the food here is consistently good—the team in the back assembling the burgers do a great job, and that’s the main reason I’ve kept coming back. But the service at the counter is often unwelcoming, and I leave feeling like I’ve been a bother rather than a paying customer. I’m starting to question whether the food is worth the lack of...

You can’t miss the building with its swooping roofline and glass walls on the main road. But you might want to miss going in.

The decor has a 50s diner vibe, with a lot of seating to choose from. It also seems pretty empty most of the time.

However that’s where it ends. In fact even as you come in you’re ‘greeted’ by a grubby cleanup trolley with some hand sanitizer on it. We’ve had 2 years of this now and that’s the best you can do?

You can’t pay cash (the sign saying this doesn’t face ordering customers); they ‘don’t do hot drinks’ (since when?! I often rely on BK for a coffee at a train station); and they don’t yet have the scanners to use the new BK rewards so you can’t get them if paying by card at the til.

I’d like to say service was friendly, but it was just matter of fact ‘no’. Though the food did come quickly (this time - I’ve waited a long time for simple orders in this BK in the past). It is worth saying that the kitchen and counters feel like they are long overdue an upgrade - almost to the point of looking dirty. They still have COVID-screens though that’s understandable, not everywhere has removed them yet.

I’d hoped to just pop in and spend a nice half hour with the kids getting chips as a snack and myself a coffee. I left thinking next time I’ll go somewhere else. It has the potential...

Jesus Christ. I've waited 2 hours after ordering via Just Eat. Only because my usual local BK in Lewisham was not running deliveries, did I decide to try the next nearest in Peckham. In short, I waited 1 hour for the delivery while it was stuck on 'driver assigned', then suddenly to my shock and horror, it was 'delivered'. Really? I'm still waiting here with an empty stomach. So I 'called the restaurant' via the website - waited another 20 mins to get through -, which turns out to be customer service in the US. WTF? Anyway. I was promised my order would be prioritised and arrive within 10 mins while getting a £5 refund. 45 mins later I'm still waiting.

I called the restaurant direct and the guy who answered had only just made the food while the driver still hadn't arrived. Apparently he was '2 seconds away according to his screen'. So not only will it be late, but cold too.

The app should have a simple way to cancel orders that are unreasonably late without calling anyone. Never again will I use their...