Burger King — Restaurant in London

Regretfully I am having to write a complaint regarding my experience with Burger King in Bullsmoor Lane, Enfield, EN1 4SE this evening.

I ordered a takeaway using the Deliveroo service this evening. I ordered an Angus burger meal, crispy chicken meal and angus burger with fries was ordered for a total of £31.80. When the meal arrived 50 minutes after ordering, the order was incorrect. Both the Angus burgers did not have bacon in them. The crispy chicken burger was not even delivered. As soon as this was noticed, I attempted to call the branch but unfortunately there was no answer and made repeated calls but again no response received. I drove to the branch (which is about 10 minutes away from the delivery address) to explain the situation and to give them the opportunity to rectify the error and allow them to redeem themselves. The sequence of events that followed were disappointing and demonstrated nothing short of unacceptable and rude customer service. I will explain in detail, so that the correct action can be taken in order to ensure that the relevant individuals are held accountable and the necessary quality improvements can be implemented to prevent this from happening again in the future.

I was ‘greeted’ by Irina (who appeared to have a managerial responsibility) and I clearly explained the unfortunate incident that had occurred. I explained that I have come back to the restaurant so that they can remedy the situation by preparing the correct order. She opened the burgers to have a look to check that there was actually no bacon as I had stated. She then proceeded to tell me that actually there is bacon in the bun, possibly in an attempt to convince me that my own eyes are deceiving me. I explained that there was also no chicken meal delivered either. Her explanation for this was that the driver for Deliveroo must have made a mistake by confusing two orders. This was clarified as not being the case by showing the order number on the receipt attached to the bag correlated with the digital receipt on my phone. Following this she moved the food to one side behind the counter and said that the correct food will be prepared this time. I waited in the restaurant for the food to be made, however customers arriving after me were making their orders and leaving with food with clearly no progress on my order. After patiently waiting for 20 minutes, I asked Irina why things are taking considerable time. She just gave me a blank stare and threw the food I had returned into the bin. At this point, I asked to speak with the manager. A man called Imre appeared from the back of the restaurant. Hoping that this more senior employee may be more sensible, I was very much mistaken, and the idiocy just reached another level. He expressed that this is the error of Deliveroo and then said you must speak with Deliveroo to get a refund and that the restaurant is therefore unable to fulfil the repeat order. He denied any responsibility, no attempt was made at an apology and refused to engage with me. When I further explained that my 86 year old grandmother is at home waiting for me to return in order for her to have food this this evening; absolutely zero compassion was displayed and he gave me a look of contempt.

I had to leave the restaurant with no food and also £31.80 out of pocket and feel disgusted and saddened by the poor service I received. I have assured Imre that he will be receiving a complaint and I will be expecting his employers to take serious steps to reprimand his poor customer service and ensure that the full repercussions of his behaviour are met with the...

Burger king at bullsmoor lane enfield, dirty and disgusting, the fat slob serving wiping his sweat on his t shirt and wiping it down with his hands, not washing them, then serving drinks and orders, the other staff at the time were not much better, although we paid for our food, we left without it, as we felt physically sick

reply from Burger King Thank you for taking the time to contact BURGER KING®. As a valued guest, your comments and observations are very important to us as it helps us to continuously work towards providing the best possible guest experience. We are extremely sorry to hear that your experience in the independently owned and operated restaurant in Enfield was not up to your, or our standards. We take these matters very seriously and want to do what we can to investigate this occurrence. We have informed the field team and will work with the franchisee to investigate this issue to ensure that experiences like that of you will no longer occur in the future and where necessary, reinforcement training or operational guidance will be provided to ensure that both service and products are served at the highest quality every time. We value guest feedback to ensure we get our service right every time, and we would like to apologise for any disappointment caused. We are grateful to you for bringing this matter to our attention and apologise for any disappointment caused as the standards we aim to achieve were not reflected on the date of your visit. Kind regards, BURGER KING® Guest Relations.

Reply from London Borough of Enfield Consumer Protection Thank you for reporting a hygiene issue at Burger King, Bullsmoor Lane.

I have discussed the matter with the area manager. Burger King have strict food hygiene policies and ensure that all staff serving the customers directly only handle wrapped food due to contact with the money.

However the manager has agreed that the wiping of sweat whilst serving customers is not acceptable and will be reviewing training policies...

Didn't visit but ordered online for delivery, well hoped for. They accepted the order, sent the email and the online tracker said it was received at 20:28. When it hadn't changed by 21:30 I used the message service to try to gee them up as they shut at 22:00 supposedly. at 20 to I tried calling, time after time it just rang out with everybody too busy getting out the door to pick up I guess. I ended up ordering after 10 from a local place who managed to fill my order in about 20 minutes. All is not lost, today at noon I got a "No reply possible" email to say that I wouldn't be charged for my cancelled order, 15 and a half hours after it was placed! Lazy incompetent wimps abound. It doesn't end there! They did charge my card for the order that they not only couldn't be bothered to make or let me know but told me I wouldn't be charged. Numerous messages and phone calls later( this is a franchise so Burger King don't give a damn) I got an e-mail from the franchisee's representative who was so highly educated he couldn't spell "cheque", which was how they decided to refund me exactly what I had paid, not a penny more. I got the cheque exactly 1 calender month after...