Burger 21 Albuquerque — Restaurant in Albuquerque

The food here may have been delicious but I wouldn't know as my order was messed up multiple ways and despite giving the manager an opportunity to correct it they did not make it up. On September 18, 2020 in the afternoon I ordered a chicken skinny sandwich that was supposed to come with a special sun-dried tomato aoli sauce (not because I need skinny but because I have some fairly severe dietary restrictions due to chemotherapy side-effects) and sweet potato fries with cheese. I checked my order when I reached my car and discovered the cheese was missing from the fries. I went back in and spoke with the lady manager. She told me the order was correct and insisted I had the cheese fries until I had to pull the fries out of the bag to show her and asked her where the cheese was. She took a look and realized, yes, it was missing, took the fries away and a few moments later returned. Unfortunately, it seems, they just threw my original fries back in the fryer (anyone who has had fries taken out and then put back in the fryer after they have gotten a bit cold knows this is nasty- the fries get tough and chewy), then threw a clump of grated cheese on top like they were in an all fire hurry. This was in spite of the fact that I was the only one of only two customers in the restaurant at that moment and there were a number of employees hanging around chatting and carrying on. I realize they may have just had a breathing moment from a rush but still...bad form. I double checked my order and asked about the aoli sauce. She told me it was on the sandwich. I had the sandwich, so I left. But when I returned home and took out the sandwich- no sauce. Dry as a bone. I called up the store to ask what happened. The manager was not apologetic- more put out, as though I was just wasting my time making up reasons to complain- which is a bit out of line considering they had already messed up once. Going back was not an option, nor should I have had to since I had already had to return once. She did NOT offer to refund my order or make any concessions to the fact that I did not get what I ordered. I was not impressed. I doubt I will give them another chance- three opportunities in one trip is quite enough thank you. I am sure the food may be delicious if they do it right but my experience this trip was "no bueno". I dislike having to make up for laziness. If you do order to go, I advise you to scrutinize your order and even open up your sandwiches to make sure the toppings are included and taste before you leave to make sure they did not take shortcuts. Otherwise you will leave with a bad taste in your mouth. I do not make policy to write gripe reviews- if managers take the time to address the issue properly but this store did not and my order was definitely overpriced for some refried sweet potato fries and a sun-dried tomato chicken sandwich that was missing the second of two main components. A big, fat frown face for this establishment. However, feel free to contact me and try to correct the problem if you want and I will be happy to adjust my review if I can get a satisfactory product- without having to pay $14.something dollars for something I...

Edited for response to owner* The place is looking really run down. I wouldn't be surprised if they are planning to close. My order was simple. Made completely wrong. It almost seems impossible for everything to be wrong. But they managed. The cashier with didn't listen or intentionally charged for items I didn't order. Either way, same results. Overpriced and gross. Bad food. Old and tasted off. Sorry, but end of the line. Hopefully in a few months something good will open in this location. Nobody seems to follow up with anything here. It has gone downhill so fast since the last time I came

IN RESPONSE TO OWNER: After your response, I understand why this location is probably failing. I don't feel you are being honest about compliments. This was a TO GO order. I got off work and I decided to stop by. True it may me my fault to assume that a order for a single person could have the probability of being correct. You may want to go ahead and show up to your place of business and train your employees instead of leaving them there to just figure things out. Your response, however, should have considered a TO GO ORDER being that this is the business you run, which provides TOGO as an option. I did not see that everything was wrong until I was home and unwilling to go back.

For everyone: I got 2 burgers, fries and fried pickles. BOTH Burgers were dry. Missing sauces that are standard to each burger. Lettuce was wilted and old. Parts of it were so dark it looked black and smelled of rotten produce. Onions missing from my burgers. The fries were so old and dry they were unedible. When you go in, they use to have sauces out. Now you have to ask and depend on the person to provide it to you. Aka, put them in the bag. Tried the pickles were so old/well done, I couldn't taste pickles. They were completely dried out. I cound taste extremely old oil that tasted like fish. Whether other food is cooked in burnt fish oil, I am unaware. When asking for the condiments, those were completely missing in my TOGO ORDER.

So yes, I ordered 4 items. And 4 items were incorrect or made poorly. Why I didn't go back? I'm not leaving home to drive all the way back. Just because you don't value my dollar or my time, doesn't mean I don't. I was confident if it was replaced, it would have not been any better. I was convinced that this location would have been incapable of resolving the issue. So I cut my losses.

Now I know, I was correct. Instead of taking responsibility you chose to attack those that provide you with feedback. Instead of correcting the root cause of your problem. Which seems to be YOU.

I hope you find peace when the doors close. Maybe a business where you are in contact with the public is not a good...

When we first arrived, an employee was acting very unprofessional with his coworkers behind the counter area; Billy Badass was trying to throw corn and it wasn't working. Other than that, the ordering processes went well. The prices are high, when compared with other burger venues in the area.

Our shakes, Oreo and Strawberry, were made about one minute prior to our food being completed. They were both good. They have a variety of dipping sauces, from spicy Thai ketchup to Chipolte mayo. Supposedly ranch was an option? I don't know what brand of dressing they had in the ranch dispensers, but it tasted like a blend of mayo and sour cream.

Our order came with an abundance of shoestring fries. They were fresh, but very heavy on the salt. I had the Cinco burger, and the bun was the best part. Every other ingredient on that burger was flavorless, to include the patty. Everything was so bland. My wife had the Ahi Tuna, and it crumbled apart, requiring it to be eaten with a fork and knife. Her patty and ingredients were also flavorless.

The majority of benches, tabletops, and a good portion of the floor had food remnants scattered about. It appeared clean-up hadn't been completed in a while. I was not happy with the condition of the dining area.

At the time of this posting, I just suffered through what I can only describe as food poisoning. This meal has been the only out-of-home meal eaten in the past week. I can't recommend this restaurant as a dining option. Your money is better...