Burger King — Restaurant in Scotland

This is a copy of the letter I sent to the Burger King customer services recently. I thought it is worth sharing it here as well.

I visited the Bruger King in Strathkelvin Retail Park, Bishopbriggs with my family on the 22nd of October. I placed the order using the online service at around 7:40pm, like I usually do and we all waited inside for it to get ready.

There was no response for about 30mins when I decided to check the status at the front. The team at front was very rude and mistook me for one of the online delivery person, even after I mentioned that I placed the order online. They shouted at me and asked me to stand with the rest of the delivery people in there waiting. They wouldn't listen to anything I was saying. That's when I noticed that the majority of the delivery people were Asian origin, like me! But, your staff shouldn't assume someone's intentions based on ethnicity. My whole family was listening to the noise your team was making and I felt ashamed of being called a delivery boy.

I got some attention after I started raising my voice to tell that I am a customer waiting for order and not a delivery person. The whole team panicked and apologised a lot trying to coverup the damage they have already done on top of the unacceptable waiting periods. They checked the active orders and mine hasn't come through yet, even after 40mins since placing the order. I had to place the order again at the front and wait for another 10mins before we got something to eat.

We had our food quickly and left the restaurant hoping never to return to such awful service and attitude. I can't accept the apologies of your team for such appalling behaviour. I am hurt for life and will never ever return to any of your restaurants.

Your team could use some training against racial discrimination to deal customers with respect.

I'll be posting this same comment on their Google...

Ordered on the kiosk and went to sit on a bench seat only to sit in sticky drink (it had dripped under the bench so I didnt not see it before sitting) that had been spilled and not cleaned fully. Moved to the next table to sit and stand on onion rings that had not been cleared up. Almost all tables were dirty but no staff were out cleaning. Mentioned this and got attitude even though we were more than polite.

There was one other order than ours and we were waiting close to 20 minutes for our food. Granted there were drive through/online orders but not enough to justify this wait. The food was fresh but it should still not take this long. Only issue with the food itself was the lack of cheese sauce on the chicken double melt (as pictured).

As we had already had a bad reaction from staff I decided to feedback the issues online but received a completely unsatisfactory response. I do not normally leave negative reviews like this but I believe this will be the only way to bring light...

I walked into the building as the line of cars waiting to be served was too long. I had wanted to order a plant based whopper on the self service screen however it didn't give me the option to take away any items I didn't want on my burger so was told by staff to order at the till. There was one person I front of me and it took nearly 10 minutes for her to get served, then I heard the manager tell the lad at the till to stop serving. I asked him if someone else would be taking over and he said he didn't know. I waited a few minutes while the staff were faffing about the till , and asked if anyone was serving and they said we won't be long, I waited another few minutes then walked out this really is poor customer service. And you have probably read this review quicker than any food being produced...