Burger King — Restaurant in Wolverhampton

I visited Culwick At in w-ton 04/09/23. When I got to the window My order was wrong as I was over charged for a reg fries, that I didn't order, then I was short changed by £1 which I have only just realised. When my order came it was squashed into a small bag, I tried to check I had everything, however, this was very difficult with two large and two small fries being on top. I was assured by the assistant that it was all there. After driving 3 miles home I found that my order was a whopper short. I immediately called burger king. Daniel who is the manager answered and said I could come back for the missing item. My response to this was I have come home to eat with my family and because of your mistake I am now expected to travel six miles round trip to go and pick up a burger. Daniel's response was, that is all he was willing to offer me as his colleague said she did put the burger in the bag. I then said, I quired the size of the bag for such a big order, but was assured everything was in the bag. I then asked if he was saying that I was lying, he then said he wasn't saying that but his colleague said that the other was complete, and he was given me the benefit of the doubt. (In other words, he believed I was lying!). I admit that by now I was slightly frustrated by the inconvenience and the unapologetic attitude of this the manager. He then said that he was not here to be shouted at, as I said I was slightly frustrated, ( hardly shouting), and I have a recording of the conversation to prove it. Daniel then said that he was going to hang up the phone. When I went back to the store, I told him how unfortunate and unacceptable this whole experience was. He then said, that I was rude to him at the drive through, when all I was doing, was being my apologetic self as there was someone behind me waiting, while I was quiring my order, which was wrong, by the way. He also said I was rude on the phone. I looked straight in his eyes and I knew that he was never going to admit fault, even though one of his colleagues stated, that it was hot and they are only human so will make mistakes. Daniel quickly silence her. I was again offered the burger that was missing, which at first I accepted, but quickly declined as I couldn't trust them with my food and I had completely lost my appetite. I asked for a refund instead, I waited for it to be issued and left. NEVER AGAIN WILL THEY GET...

We visited on Tuesday as a quick take out dinner solution and it was ace, definitely worthy of 4 stars. Staff were excellent, service was great, really pleased.

Visited again tonight (don't judge me!) and it was poorer than anything. If I could give zero I would, so I've averaged out at 2 stars across the visits.

What was wrong? Where do I start.

Firstly, the self serve kiosk is so un-user friendly it defies logic. You can only see the top 4 items of the order before checkout and I found it had doubled up on some extra chips. Fine, go back and edit, only to find I was unable to scroll down again. So I got extra, extra chips (paid for of course)

Then the printer had jammed, so no receipt for collecting my order. Not the end of the world, as it was the only order on the board, so easy to claim.

Get the cups for the drinks to find that both drink machines are out of use; 1 open and being restocked (very slowly) and the other doing software updates, presumably after a reload. Cue at least a minute wait before any offer of assistance (again, remember there are no other orders waiting) and then another 5 minutes waiting for 4 drinks to be prepared. One of them was wrong, but by this stage, I was losing the will to live.

A total of 15 minutes goes by when the food is finally ready, only to be told there are no big bags (and the food was in 4 smaller) followed by a blank look. To be fair to the young lady who helped, she did offer to help carry out to the car (which was incredibly helpful) but didn't seem impressed when I said yes or when I struggled to get the car unlocked.

I've been to some places with poor customer service in the past, but this whole experience was next level.

It's going to be a while before I risk going back there again, and if it's anything short of great (like it was Tuesday) we shall not be...

I’ve been here four times as a treat for my children (I don’t eat meat/processed food) I always thought oh human error I’ll give them another chance not know more! It’s so frustrating I suggest you go to any other Burger King this one is awful. The first time I had to wait and I had no fries. The second time I got extra fries because I waited! The third time there were no sides and Friday just gone they gave me the wrong burger! If you want your order done correctly I suggest you go and do it yourself because their whole staff are incapable of following simple order to busy clock watching rather than having customer service. You always have to wait for your food. Always!The order is never ever correct. Ever! You don’t get a receipt unless you ask. Whatever is on the receipt does not match with what food is in the bag! Waste of time telling them what you want because they don’t listen. You will not get what you want you will get what they can be bothered to give you. An absolutely Waste of money and Waste of energy. If you want good customer service and to get what you order DO NOT come here. Save your time it is precious you are never going to get it back. The place is a JOKE without being funny. I had to give 1 star to post this. 1 star is wayyy...