Burger King Hailsham — Restaurant in Wealden

Dear Customer Services Team,

I am writing to bring to your attention a deeply unsatisfactory experience I had at your Burger King branch on Wednesday at approximately 10:00 PM, located at your Hailsham Service Station (South Road, BN27 3JJ).

Here are the details of the incident:

I arrived aiming to take advantage of the “Wednesday offer”.

There were three staff members present and the manager (named “Sibi”) was on duty.

I waited nearly 10 minutes without being attended to, because the manager was occupied with other tasks.

I asked if the manager could take my order at the cashier since I had a one-month-old baby in the car, and the QR code self-ordering route was inconvenient in that situation.

The manager insisted I use the QR ordering system. I attempted to do so, but it was slow. I then returned to the counter and found the manager engaged in closing work even though the store was still open (closing time was 11:00 PM).

When I again asked for assistance, the manager responded in a demeaning way: “how many offer burgers you want—1 or 2 or 3 or 4 or 5—in the poverty level.”

I clarified that I was paying for the food and expected respectful service. He then began shouting at me in front of others, which deeply upset me and I left the store in tears.

I have visited your branch before and the manager “Sibi” has previously had good communication with customers. Because of that, this behaviour was all the more surprising and unacceptable.

Being treated in such a dismissive and disrespectful manner — especially in a scenario where I was requesting a reasonable accommodation due to having a newborn — is not acceptable. I believe customers should be served with courtesy, respect, and efficiency.

What I would like:

An explanation of what led to this treatment.

Assurance that internal feedback will be passed on to the store and the manager concerned.

A review of how customer requests for assistance (especially when family or accessibility are involved) are handled at this branch.

A reply to me (via email or phone) to confirm the outcome of your investigation.

Thank you for your attention to this matter. I hope that this incident can be addressed so that no other customer has the same upsetting experience.

Kind regards,

Niromi Mahindakumar

Date of visit: 05/11/2025

Time of visit: Around 10:00 PM

Store location: Burger King, Hailsham Service Station (South...

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