Blake's Lotaburger — Restaurant in Albuquerque

This restaurant is more miss than hit! Expect a long wait in the drive through even though you'll be the only patron in the drive through. I'm OK with waiting for freshly prepared hot food but more times than not, it's missing key ingredients which will ruin the meal especially if you like your food a certain way. Going inside and ordering doesn't make this experience any better. In fact, it's a bit worse. The ordering process is as you'd expect but..... THE WAIT! It's a bit mind boggling how long a guest and myself have waited for meals to be prepared and served. I really don't know what it is about Blake's but the staff most often times are not interested in making the visit somewhat decent. It's the same everytime, slow, careless and indifferent! I'll give this store consistency however,consistently lacking the basics of what you'd expect from a visit to a LONG TIME NM FAVOURITE! I've watched employees ignore patrons at the counter. The last time I was inside there was a man waiting to order, no one at the register, which is fairly normal at this location, an employee walks up to the register, the man begins to order and she dismissed him and said outloud to her counterparts, "I'm going home!" walked away from the register as if the patron wasn't even there and walked out. The man was ticked to say the least. He just walked out very upset. At this time I was waiting for my food to be called out by number. I waited 25 minutes for the number to be called. There were two guests, myself and my fiancé. Waiting patiently at a table in clear view of the employees to be sure we don't get missed, but, we were missed. I walked up and asked about my order and the woman says, oh I know what happened. Pulled out a crumpled up sack of luke warm food from underneath the counter and handed it over without another word. I said "I don't want a cold burger!" "oh it's not cold!" she responded." It was in the warmer." So much for having a hot hamburger! Now since I was with my fiancé who doesn't like when I challenge a poor experience, I brought the meal to our table and we had our Luke warm meal and left without another word from any of the employees. Again, they're indifferent to you being in this restaurant. That's pretty much the norm for Blake's across the street from Saint Pius. This store was excellent when it first opened but that shine has dulled! I give this store props for finally keeping it clean, it used to be a nasty sticky mess, so Bravo...

I’m saddened to have to give such a terrible review on a NM Staple. I’ll start by saying Blake’s is great - the best at everything they serve. But not on this day, and not at this location. I placed an app order for 2 breakfast burritos and 2 milk shakes. (Keep in mind you have to pay before placing your order) I get to the location and pull in to the drive through, the girl -Samantha- handed me a bag and shut the window. This is how the rest of my experience went….

Samantha: “was there something else?”

Me: “yes, I also had 2 shakes”

Samantha: “oh, we didn’t turn on the machine this morning when we opened. So they weren’t ready. Did you still want them?”

Me: “yes, I already paid for them”

Samantha: “pull into parking spot #1 and we’ll have them right out.”

Me: (sitting in my car waiting…..)

……30 minutes later……

Me: (I walk inside to get my shakes)

Samantha: “can I help you”

Me: “yes ma’am, I came in to get my shakes”

Samantha: “I TOLD YOU WE WOULD TAKE THEM OUT WHEN THEY’RE READY”

Me: “No, you said they’d be right out. Do you know how long it’s going to take?”

Samantha: “When the ice cream freezes”

Me: “I’m sorry but you didn’t tell me it was going to be an extended wait”

Samantha: rolls her eyes - “I don’t know what to tell you”

I finally just asked for a refund, so Samantha got her manager. There was a lady standing next to me just as upset and furious with their service and lack of care. While the manager was getting my refund she literally yelled at the lady standing next to me. Needless to say, I’ll never go back to the Coors location again. The new layout and retro diner design is so cool, but the terrible customer service ruined the...

First off if I could rate this lotaburger less then 1 star I would. I have had numerous issues with this store, not were such a problem where I wouldn't come back. But last week on the 13th I went in, I repeated my order 3x due to special instructions to cater for a food allergy. To summarize the store messed up my order 2 times, and on the 3rd time I was greeted with the manager at the window flailing the reciept at me and obviously furious. This resulted in a problem and confrontational which I wanted a refund and go somewhere else. It took several minutes of me waiting to get my money back, the cherry on top was waiting at the drive through window listening to the manager screaming and shouting about me to the staff and the entire store. I believe the managers name was Jody, this by far is the worst experience I have ever recieved from a drive through eatery, same your money, sanity and time and head down to the Blake's on coors across the freeway 2 mins away (I did). I was greated with amazing customer experience at that location.

Several days later after getting in contact with Blake's headquarters they were able to provide better customer service and apologized for the manager acting the way she did. After this experience I will still be a Blake's customer, just never agian at this location. Good luck Blake's on coors, I hope you guys really look into training and providing customer service to your employees at this location, especially better training for managers in dealing with a customer who needed accommodations made for their food...