Blake's Lotaburger — Restaurant in Albuquerque

This is the worst Blakes in town. After the last incident on 05/08/2020, I am boycotting Blakes all together. THEY ARE THIEVES! The corporate office has not returned my call regarding the incident or the refund. On 05/08/2020. I placed my order online and was told the order would be ready in 10 minutes. I ordered 4 combo meals, all of which are supposed to come with fries and drinks. I arrived about 12 minutes after the order was placed online. I pulled up to the drive thru, stated I was there to pick up my order and was told to come to the window. When I got to the window I was given 4 drinks and was then told to wait while they completed my order. In the meantime, I noticed several people waiting on their orders, some even going into the establishment because the orders were not correct or they had been waiting a while to get their order. Let's just say 80% of the customers at that time had an issue. Anyways, after about 15 min, they bring me 2 bags, each bag containing 2 burgers. I did not receive my fries. I told the young man at the window that i needed 4 orders of fries. He gave me a little attitude and asked for one of the bags. I gave him the bag thinking that he was going to put the fries into it. He brings the bag back, there is still no fries and now the 2 burgers that were in the bag were opened. Someone had opened up my food. I told the young man that I wanted a refund because I did not want to eat the food after it had potentially been tampered with. He called the shift manager, Suzanne or Susan over and she said very rudely, 'so you want a refund'? I said yes and explained that I was not going to pay for food that had possibly been exposed to germs or tampered with. She forcefully grabbed the bags out of my hand and then said that because I ordered online I could not get a refund. I told her I was not leaving until I got my money back, but of course I left because she basically ignored the situation. I left and went to the Blakes on San Antonio and my order was perfect. Even being perfect I am boycotting this dishonest establishment. The food is not what it used to be and most of the time the staff is incompetent. You should be ashamed of yourselves. I cant believe this corporation is that hard up for 40$. The sad thing is I know I'm not the only one in New Mexico who feels this way. I know quite a few people that straight up refuse to go to Blakes and now I know why.

Update. Its 05/27/20, still no return call, no return email, no refund.

Tiffany - Manager contacted me on June 2 and left a voicemail stating that she wanted to make things right. I contacted the store on June 3rd, 4th, 5th and 6th and still have not been able to speak to her about a refund or...

Horrible experience. Ordered on-line because I had a very short time to get food. Got to the location at the time it said it should be ready on the dot. Called since it wasn't clear where I should pick up the food. Told them I was in the parking area they use for the drive-thru waiting. Said it would be right out. 15 minutes later I head in, they said they thought someone had brought it out. Asked to talk to the manager (Margaret). told her I thought I should get a refund since the food was now cold. She said okay but I couldn't have the food (figured I was at least could nuke it). Left the food. Did not get a refund. Called the corporate office. We'll see if they make it right. I've gone to this location many times, but probably never again. Poor customer service particularly since you would think with restaurants having such a difficult time with Covid, but I can find others that are happy to have my business.

Update - Still no clue about customer service. Their response was they wouldn't fight the charge back from my CC company which I initiated after not hearing from them until the response on this review. Wow - how nice of them.

Even then they said a manager would call me, nope! Some one should really educate them about customer acquisition costs. How much does it cost to upset a customer who has been going to them for 40 years! How much is a customer that comes twice a month worth? I would have been happy for them to have been apologetic and given me a free hamburger. Clearly they don't care about their customers, which is really surprising in this time of Covid. I preferred to go to a local businesses over larger national chains, but for Blake's I'm going to make...

3/5/19 - Tonight I went to the Eubank and Osuna store. When we drove up they said can you wait just a moment. We waited 5 minutes for them to come back and take our order. After placing our order, we drove up to the window and no one ever opened the window to take our money. A guy, Eiler?, came up to the computer by the window several times, but never looked at us our opened the window to get our payment or confirm our order. After 5 minutes of no one coming to the window, we left.

We have had several other bad experiences at this Blake's including it taking 28 minutes to get 2 burritos after ordering them this past Sunday.

Blake's has lost our business permanently. I am sure we are not the first ones either. This is sad because until it was bought out a few years back, Blake's was the standard for both quality and service in fast food.

11/11/17 - Leaving the last review up and adding this one. I had only been back to this location once since the last episode and I will never be back. Today it kook from 12:18 to 12:42 to serve 4 cars. 24 minutes to get 1 burger with just 3 cars in front of me. You have lost my business entirely. Too many other burger places to spend that much time in line for one burger.

10/14/17 - 26 minutes to get 2 burgers and then they were cold. We got 4 small onion rings. You are quickly losing...